165 Rowland Way Lab

P. E.

This lab is frustrating to deal with because it is incredibly slow and inefficient. Even with only one person in front of me, I still sat there for almost 30 minutes. Time after time (I've been there many times), they can never find the lab order that my doctor faxes to them. I work at another hospital in San Francisco and there would be a mutiny if our lab was run like this. You would think that this organization would make a better effort for public-facing services such as this.

John Kaiser

For clarification, the one star evaluation is a critique of an Admin procedure and not of staff. Early morning of Sept 16 I went for a blood draw at the lab. My lab order was denied because there was no physician signature on it. The form provided was Sutter form 102768 (4/7/20) where my physician information was mechanically stamped on the form in the upper left. There is no “physician signature” space on the form. As my physical is within 2 weeks I immediately thereafter drove the 25 miles to the CPMC Davies campus (my physician’s office is there). Once there I went directly to the CPMC lab where, within 15 minutes I was processed (included 2 electronic forms I had to sign) and the blood draw taken. The lab form rejected by Novato was accepted with no difficulty. As an aside, both my physician and staff are incredulous that service was denied at a lab associated with Sutter. It seems to me there needs to be some consistency in the process. In my earlier visits to the Novato lab this wasn’t an issue.

JOHAN MOLINA

Had an emergency situation and was admitted very quickly. Before I knew it I was in the hospital bed getting an MRI. They administered pain meds to ease my discomfort and were very helpful. Staff were all very respectful and kind. Clean facilities and knowledgable people.

Amy Palmer

3/1/2015 My sister was taken to Novato Community ER just over a week ago. When I arrived with my husband an hour later, my parents and her husband were already there. It's still really hard to think about, but I remember how kind the staff attending to her was. They touched our arms, hugged us, moved silently around our teary faces to help her, and honestly explained what we were facing. A doctor came in and they quietly placed chairs behind us - that's never a good sign - and the news was not good. I spent the next couple of days next to her side, holding her hand and saying my goodbyes to a beautiful 31 year woman, daughter, sister, wife, and best friend. The staff was so helpful. Our family was provided with a private room nearby with a couple of couches and a fridge, and they happily buzzed us through the security door to ICU at all hours. They kept the coffee full, put cookies out, and cleaned up the room when we weren't in there. I believe someone brought hot breakfast to my mom the first morning. The hospital chaplain was very nice and prayed with us. Security helped us find places we needed to go. The organ donation representative was extremely kind and informative. My little sister would be able to help save so many lives with her donations since she was so young and healthy. The woman was really wonderful and made us see something positive about the horribly tragic accident. I sobbed, wept, and wailed for days straight - they never asked me to step out or regain control of my emotions. They allowed me to grieve, even though I was probably terrifying all the other ER patients. Staff was so incredibly wonderful. I said my last goodbye on Thursday and braided her pretty blonde hair. I cut off a braid and her husband asked me for it - so I wanted to turn her head and braid a piece on the other side for myself. I asked a woman outside the room if it was okay to move her head without disrupting the life support. She coldly said she could "get a nurse" to help me with that. Maybe she was a doctor? Her tone was pretty condescending. My husband also asked a question about getting coffee refilled. This had been the hardest day for me yet - I had not eaten in two days and the coffee was the only thing keeping me awake on my feet. She curtly said "Hair. Coffee. Anything else you're going to need?!" Oh, I'm sorry - am I being too needy? Are you having a bad day? I gave my sister a final kiss goodbye and we went home. Without coffee. The ladies at the information desk downstairs and the woman in the gift shop were all really sweet too. My Aunt bought three angels in the shop. One for my mother, one for me, and one that Dana was buried with, holding it between her hands. Thank you for being so kind to us at the most difficult time of our lives. Almost all of the people who we dealt with seemed more like angels themselves. What a hard job it must be at times. Thanks for being the loving hands that do your difficult job and help heal others every day. Your smiles and positive attitudes go further than you could ever know.