East Cliff Family Health Center

When this clinic opened, I personally did NOT have any long wait to be seen by the Physician’s Assistant. In fact, I have never had a long wait to be seen. And the PA was adequate in referring me to specialists.
i understand that Medi-​Cal is overwhelmed with new participants. However, I have consistently had to wait 45 or more minutes on the phone in order to speak to a person. That is completely unacceptable and has led to me changing my clinic. Because if one has to wait longer than it takes to drive over and talk to someone in person — I might as well choose a clinic that is closer to my home, which is what I’ve done.
We are working people who don’t have 45 minutes to wait. If you call me back — I will be working and it won’t be an appropriate time for me to even LOOK at my phone, so i don’t choose the «receive a call back’ option. I’ve missed too many calls back and that meant I had to call again and initiate the contact from scratch. If they are going to offer a «we call you» option — it just CAN’T be that they call whenever they get around to it within their dictated time frame and if YOU can’t answer, you just lost your place in line.
How about implementing the simple solution to include a two second option asking the patient to let them know the best time to call you back so they don’t waste their time? And why haven’t they done so already?
I am a 60 yr old female. I felt that the PA was not experienced enough to be the most effective doctor to treat me. Although mine was a good PA, older people may wish to request to see the doctor rather than a PA, if their problems are not being understood. I did persist in going back and letting the PA know I was still in pain, and it was getting worse and worse — and finally got referred to the correct specialist who was able to diagnose me — after going to the PA for over a year. So be prepared to take polite but assertive control of your own care when working with the physicians there if you have out-​of-​the-​ordinary issues.
Furthermore, I was told a Referral Coordinator would call me. I was never called even once by a referral coordinator in two weeks. Then I drove all the way to the clinic and still was unable to see or speak to the referral coordinator. That was over a week ago and they STILL have never called me back. However, they referred me to a doctor I have no need to see, and I have not been able to ask them why. And I have not been referred to the surgeon I need yet my problem is continuing to get worse.
Lack of good communication is the main reason I left. Too long on the phones, inexperienced PA, too far from my house since I have to drive there to actually talk to people — and unreliable referral coordinators.

A great experience! After discouraging attempts to find a physician that was clear in accepting specific insurance and also had appointments available not months down the road, the East Cliff Family Health Center not only made that possible, but the experience from start to finish surpassed any expectation I’ve had from previous centers.
I typically expect to:
–Be seen 20min-​sometimes over an hour after the initially scheduled time of appointment
–Feel rushed and the need to quickly run through reason to be seen, with anxiety of not knowing I’m covering all that I’ve intended to
–Feel compromised and second guess the quality of care
This was QUALITY care. First, I was called in minutes before the appointment. (This never seems to happen!) The nurse initially assisting me, Elizabeth, was so kind and knowledgeable. Really made me feel welcomed and that any questions I may have will be thoroughly acknowledged. She was outstanding! We also went ahead and scheduled a return visit right there, very helpful.
Dr. Lopez came in shortly after and carefully addressed my reason for visit. I had been so used to being rushed and feeling insignificant, she instead even went above and beyond returning with a packet of information and ensuring I leave feeling positive and taken care of. Not to mention she showcases her professionalism and happy personality very well and appropriately. A pleasant experience all around.
Thank you! I felt compelled to write this because from prior experiences elsewhere, this was the highest quality and least stressful care I’ve received.
There’s also great art all along the walls!

The first time my little one had an appointment here we sat in the waiting room for over an hour! Not fun with a newborn and toddler. I am now in the process of trying to get the medical records to switch doctors because they have been so lacking and it has been a small nightmare! Only reason I gave 2 stars was because the NP Stevens was pretty great.

Okay, yes… The receptionists aren’t the greatest. However, my primary care physician, Maria Fuchs, and her nurse Maricella are PHENOMENAL! Maria will go out of her way to get you the referrals that you need and Maricella is always very good about following up and doing what she can to make sure my needs are being met. I cannot possibly give higher praise about Maria Fuchs. Where the rest of my experiences with doctors in Santa Cruz have been mostly frustrating and have made me dread having to be seen, my appointments with Maria are always pleasant. She is a very proficient doctor who will go out of her way to educate herself if there is something she’s unsure of. I highly recommend her to anyone looking for a compassionate primary care doctor.

EDIT 6÷17÷15: Apparently they’re only open M-​F 1−5pm! FOUR HOURS! Glad to say I’m going to be seeing another Primary Care Provider very soon and will be rid of this place. I cannot ever recommend this place, I highly recommend finding another clinic.
When I finally got MediCal, I had to pick a Primary Care Provider and Women’s Health Center was highly recommended to me by a family member in the medical field.
I have not had a single good experience here. The girls who answer the phones are INCREDIBLY rude. The doctor I was assigned to is nice, but not thorough. I just have medications thrown at me without consultation, explanation of what it is, what it does, what the side effects are.
Trying to get a prescription refill or authorization is impossible. The first time I called to renew, I was on hold for 28 minutes. FINALLY got someone who said they’d check on it and call me back, and never did. I called the next day and I get the «We request 3 – 5 days for refill approval» lecture. Getting approval should not take that long. I understand I did not give 3 – 5 days notice – I had jury duty, a midterm and a huge paper due and figured a couple of days was enough. I get that they’re busy! I do! But it doesn’t excuse the attitude and lack of empathy. Making sure their patients get the medication they need should be their top priority.
It’s literally an ALLERGY MEDICATION. It’s not a serious narcotic or Ambien or something. Now I’ve been without for 2 days and not taking this medication makes me sick. I told them that when I called, the girl I talked to said she talked to a nurse and would have the request expedited. I never heard back. I know she lied. They don’t care that I’m sick.
When I couldn’t get through on the phone several times, I would opt to leave a message for a callback instead. Did I ever receive a callback? Nope. I was prescribed a medication and was supposed to be able to get one more refill after the initial one. The practitioner made a mistake and instead wrote in «Quantity: 1» and I was literally prescribed ONE single pill… Seriously…
I will be looking for a new PCP. The people at these clinics (both West & East side) don’t seem to care about the patients. The receptionists DEFINITELY don’t.
ADD 4÷8÷15: To add to the «getting a refill approval» nonsense… This time, I sent a refill request through the pharmacy on Saturday. Today is Wednesday (I figured this was enough time!) and I checked on it at the pharmacy. They stated they sent in a request TWICE, and they both show as having gone through successfully. So I call East Cliff FHC who then tells me: «I can leave a note for the nurses, but they’re just going to tell you to tell the pharmacy to send the request AGAIN.» I said «Why would it work THIS time? How many times do I have to have the pharmacy send a request?» Since I’ve called the doctor’s office, can’t you send a request directly to the doctor? Leave a note? Have a nurse call me? I still got «The nurse will tell you to have the pharmacy resend the request.» Wow. WOW. This place is horrible. Still looking for a new PCP.
ADD: 4÷30÷15: This time, prescription approval was denied when the pharmacy attempted to get approval. However, the DOCTOR’S OFFICE did NOT tell me this, the PHARMACY did!!! If the Doctor made this decision, (for no reason) the DOCTOR should contact me directly. Now, I’m in position SEVEN in the cue to get someone to answer the phone who will undoubtedly NOT help me and be rude and not get someone who is qualified to answer my questions to call me back. This place is a joke. Contact Central Coast Health to change Primary Care Providers is not an easy process and has taken some time, hence why I’m still with this joke of a «clinic.»

So far so good – I have had a minimal exposure to the range of healthcare options this clinic provides but I have to say that so far I have been impressed with the efficient, professional, personable manner in which I have been addressed by everybody, from the receptionist to nurse to my doctor. ONE BIG ISSUE, however, seems to be the scheduling overload. I have waited for nearly an hour for my appointment; considering the efficiency and professionalism of my doctor, I can only conclude that the system is overloaded and the time-​slots allotted to each patient are way too short. Please fix this problem as soon as possible, for I would love to call this clinic my go-​to place for health concerns, but cannot afford hours of waiting.

I could not say enough great things about the East Cliff Family Health Center! Since it opened I have been using this clinic rather than the one on Locust St., because it is closer to my home. This clinic is brand new, comfortable, welcoming, clean. Anyone I ever had interaction with has been very kind and professional. I always get phone calls back when I leave a message, and it is usually a prompt response.
My doctor is absolutely amazing, knowledgeable, caring: she has called me at home, several times, to explain certain tests results, or make sure I did well with some drug that had been prescribed for my health issues! The patient coordinators team is a privilege I am still not used yet, even though I have been benefiting from such service for a while: they follow through with my needs and requests, they are nurses! so they can explain pretty much anything I need help understanding.
Some times I might have to wait a little longer than usual to be seen, but I must admit I have been often the patient that needs extra time, for my complicated health issues, and I have always been helped until every issue was addressed, and never ‘pushed towards the door’ like it has happened to me in other clinics, or as I hear it happens to some of my friends and family, in other places.
We are so lucky for this new clinic in Live Oak! I recommend it.

I had an acute illness and was nervous about coming to East Cliff Family Health Center because I had been having very bad experiences at PAMF and was ready to give up on Western doctors entirely… after being sick for 2 months I finally had enough and called to ask to get a same day appointment, which they had available. Upon arriving, the receptionist went out of her way to give me some information about my health insurance, including all their contact info, and some things I should say to them that I wouldn’t have thought of saying. I waited about 10 minutes and was called in. I was a bit emotional, due to being sick for so long, and the nurse who was taking my vitals was so kind and even asked me if I wanted a hug (which may irritate some people but I took her up on it). She let me know I would be seeing a male doctor and asked me if that was ok, and that she would be in the room for my examination. I thought this was very thoughtful for the female patients who have experienced sexual trauma. I was assigned to Wilibaldo Reyes, PA and he was outstanding. I’ve never had a doctor stay so long to go over the results of the exam, he was genuinely interested in my condition and how we could go about the healing process. At this office, I genuinely felt like they cared about my well-​being, which I had never felt at PAMF (there I felt like herded cattle that they wanted out of their office as soon as possible). Dr. Reyes gave me tons of reading material about my condition, and offered holistic and western remedies (everything from hot compresses to medication) for healing. I was very satisfied with the thoroughness of the tests, I didn’t even have to pull his arm to get multiple tests like I usually do. I am looking forward to meeting my primary care doctor, Angelica Salazar, for my follow up, who also has training in Ayurvedic medicine. I could definitely see they were still working out some kinks, but I think given a chance they will outshine the rest… the office itself was spacious, the exam rooms had comfy cushioned bench seating, the art on the walls were thoughtfully chosen and took my mind off my discomfort. One suggestion: have tissues in the waiting room and examination rooms accessible for the sniffly patients ;)

After an hour I walked out without being seen. The first 40 minutes was spent in the waiting room. I had no choice but to endure listening to the personal and inappropriate dialog of two receptionists. I would just like to say to the receptionist who was annoyed by having to attend a wedding with a «bunch of religious people who prayed» that having to listen to her private life and comments about prayer at a wedding was very annoying to me.
Once I was taken back to a exam room, I was asked some of the same health questions I had already answered by a young lady who was unfriendly and never introduced herself. She did not look at my paperwork, nor did she seem to be paying attention. I had to correct her a couple of times, repeating my answers. I finally asked her, why have me speak with a nurse who did a health questionnaire over the phone, have me arrive early and fill out forms with same questions, only to have her ask me again? I told her my paperwork had all the information along with specific answers. Her questions were not appropriate to why I was there. She replied «it helps the doctor.» After taking my vitals she disappeared. Another 20 minutes passed, the place was quiet and not busy, I could not understand what the delay was. I finally walked out of the exam room, I see the doctor sitting down while the gal who checked me in the room hanging out next to him. I announced my departure, she asked if I wanted to reschedule, no apologies or even a explanation was provided to me. The place is more like a clinic mill. Nothing like the nice article I read about it when it first opened.