Kaiser Permanente NorCal

16 doctors work here

Rated 7.2
Strongly recommend: 40%Neutral: 30%Don't recommend: 30%7.2
40% strongly recommend
151 reviews
Operations
8.1
8.1
Operations

Ratings of 1 indicate that a clinic was poorly operated.

Ratings of 10 indicate that a clinic operated very well.

Scheduling
7.1
7.1
Scheduling

Ratings of 1 mean it was difficult to schedule appointments with this clinic.

Ratings of 10 mean it was easy to schedule appointments.

Billing Department
7.9
7.9
Billing Department

Ratings of 1 indicate an unsatisfactory billing department.

Ratings of 10 indicate an excellent billing department.

Nursing Team
8.4
8.4
Nursing Team

Ratings of 1 indicate an unsatisfactory nursing team.

Ratings of 10 indicate an excellent nursing team.

LGBTQ+ Care
8.2
8.2
LGBTQ+ Care

Ratings of 1 indicate an unsatisfactory LGBTQ+ care.

Ratings of 10 indicate an excellent LGBTQ+ care.

Attention to Detail
7.9
7.9
Attention to Detail

Attention to detail is on a 1 - 10 scale, and is scored based on the rate, and severity, of errors committed by the clinic according to the patients.

For example, a severe error might be failing to inform a patient of critical information, while a small error might be failing to call a patient with results.

CDC Success Rates

This is the most recent data from the CDC. The CDC cautions that it should not be used to compare doctors and clinics. This data represents the outcomes of IVF cycles when using a person's own eggs.

For more information please see our FAQs.

Where you see a “?” on the chart, a clinic has done fewer than 20 cycles in this category and age range, so the CDC says showing percentages from this small data set would be misleading and unreliable.

Annual Cycles
1,514
National Avg
738
This Clinic
National Avg
00%
20%
40%
60%
<35
35-37
38-40
>40

Available Resources

Genetic counseling
Genetic counseling
Acupuncture
Acupuncture
Mental health counseling
Mental health counseling
Nutrition counseling
Nutrition counseling
Administration of shots
Administration of shots
Coordinating at-home nursing is not offered
Coordinating at-home nursing is not offered
Selling medication
Selling medication
Providing backup medication
Providing backup medication
16 doctors work here
NPS
7.7
Average Doctor Score
Rated 8.9
Strongly recommend: 56%Neutral: 44%8.9
Jon Proctor
Kaiser Permanente NorCal
56% strongly recommend
15 Reviews
Rated 8.8
Strongly recommend: 62%Neutral: 31%Don't recommend: 7%8.8
Orkun Tan
Kaiser Permanente NorCal
62% strongly recommend
10 Reviews
Rated 8.4
Strongly recommend: 71%Neutral: 17%Don't recommend: 11%8.4
Lisa Farah-Eways
Kaiser Permanente NorCal
71% strongly recommend
16 Reviews
Rated 10
Strongly recommend: 100%10
Thomas Kulterman
Kaiser Permanente NorCal
100% strongly recommend
2 Reviews
Rated 9
Strongly recommend: 100%9
Maria Platia
Kaiser Permanente NorCal
100% strongly recommend
2 Reviews
Rated 8
Strongly recommend: 78%Don't recommend: 22%8
Wen-Hui Shen
Kaiser Permanente NorCal
78% strongly recommend
5 Reviews
Rated 7.6
Strongly recommend: 33%Neutral: 33%Don't recommend: 33%7.6
Janie Hirata
Kaiser Permanente NorCal
33% strongly recommend
10 Reviews
Rated 8
Neutral: 100%8
Robert Nachtigall (retired)
Kaiser Permanente NorCal
0% strongly recommend
1 Review
Rated 7
Strongly recommend: 47%Neutral: 22%Don't recommend: 31%7
Irene Moy
Kaiser Permanente NorCal
47% strongly recommend
16 Reviews
Rated 7.1
Strongly recommend: 41%Neutral: 19%Don't recommend: 41%7.1
Nikhil Joshi
Kaiser Permanente NorCal
41% strongly recommend
6 Reviews
Rated 6.9
Strongly recommend: 29%Neutral: 47%Don't recommend: 25%6.9
Clemens Grosskinsky
Kaiser Permanente NorCal
29% strongly recommend
12 Reviews
Rated 6.8
Strongly recommend: 25%Neutral: 50%Don't recommend: 25%6.8
Preston Nelson
Kaiser Permanente NorCal
25% strongly recommend
4 Reviews
Rated 6.2
Strongly recommend: 55%Don't recommend: 45%6.2
Tracey Telles
Kaiser Permanente NorCal
55% strongly recommend
7 Reviews
Rated 4.7
Strongly recommend: 10%Neutral: 27%Don't recommend: 63%4.7
Mark Nixon
Kaiser Permanente NorCal
10% strongly recommend
13 Reviews
Rated
Rhea Chattopadhyay
Kaiser Permanente NorCal
strongly recommend
0 Reviews
Rated
Vaishnavi Purusothaman
Kaiser Permanente NorCal
strongly recommend
0 Reviews
Show 12 more

This clinic has 7 offices

Fremont
39141 Civic Center Driv
Fremont, CA 94538
Fresno
7300 N Fresno Street
Fresno, CA 93720
Oakland
3779 Piedmont Avenue
Oakland, CA 94611
San Francisco
2238 Geary Blvd
San Francisco, CA 94115
San Francisco - Medical Center
1700 California St
San Francisco, CA 94109
San Ramon
2300 Camino Ramon
San Ramon, CA 94583
Sunnyvale
1263 East Arques Avenue
Sunnyvale, CA 94085
Show 5 more

151 patient reviews

Verified
Verified

This patient has provided documentation of treatment at this clinic.

2023, Successful
NPS
8
NPS
8
Age 33
1 IVF
Anovulation
PCOS
Latinx
Income $100K - $199K
1st of 3 Docs
Neutral
Neutral
Successful
Dr. Proctor was very approachable and understanding that we came from far (3 hour drive). I think the only weakness was that he would forget specifics on my medications. He would need to ask me to remember (e.g. remind me what are the dosages you’re on?). I do understand that he probably sees a lot of patients. I learned to have my calendar with me and also be in tune with my dosages and what day of stimulation I was on.
[Kaiser Permanente NorCal] Strengths are definitely the efficiency of the clinic and the availability. They’re surprisingly open all week long (granted shorter weekend hours). Weakness is that the doctors are pretty busy so be ready for very quick visits...The nurses changed quite a bit but there was 1 or 2 that were the most consistent and would communicate very quickly with me. They showed compassion and the front staff were very helpful and welcoming...One major thing is that partners are STILL NOT allowed in. Not even for egg retrievals. That I thought was a bit frustrating.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor was very approachable and understanding that we came from far (3 hour drive). I think the only weakness was that he would forget specifics on my medications. He would need to ask me to remember (e.g. remind me what are the dosages you’re on?). I do understand that he probably sees a lot of patients. I learned to have my calendar with me and also be in tune with my dosages and what day of stimulation I was on. I did see 3 different doctors, including for the egg retrieval which wasn’t a surprise since it’s Kaiser. I’ve been with Kaiser for over 5 years so I did have the expectation that I would see other doctors and nurses. Dr. Proctor was by far the most approachable and spent the most time with me answering my questions then the other doctors.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
Be prepared with your calendar and be prepared with the details of your medications (dosages and which ones your taking).
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor was very open, approachable, took the time to answer my question and listen to my concerns.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
I have PCOS and husband has obstructive azoospermia. So we did have to make a call to Kaiser Oakland where my husband had his sperm to be ready for the day of my egg retrieval. Dr. Proctor had me do an antagonist protocol due to my PCOS which automatically had me at a severe risk of OHSS. I did have to take cabergoline and Femara because my estrogen shot up considerably. Thankfully I avoided severe OHSS. Dr. Proctor took my test results into account to up my medication and then decrease it. I am definitely glad I trusted his judgement.
Describe your experience with your nurse at Kaiser Permanente NorCal. (Assigned nurse: Mae (?))
The nurses changed quite a bit but there was 1 or 2 that were the most consistent and would communicate very quickly with me. They showed compassion and the front staff were very helpful and welcoming.
Describe your experience with Kaiser Permanente NorCal.
Strengths are definitely the efficiency of the clinic and the availability. They’re surprisingly open all week long (granted shorter weekend hours). Weakness is that the doctors are pretty busy so be ready for very quick visits. Weekends were probably the worst with wait time and the shorter visits. Another strength is that the clinic was very welcoming including the colors and music they have playing were very relaxing.
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
Monitoring appointments were definitely short but efficient in that there were several of us being seen but I liked that the lobby was very relaxing and modern that I forgot we were all there for monitoring appointments. The doctors were very open into sharing your follicle count and what not. But I think dr. Proctor was the one that would describe it more in detail and even turn the screen so you can following along. I thought that was definitely pretty cool and considerate. One major thing is that partners are STILL NOT allowed in. Not even for egg retrievals. That I thought was a bit frustrating.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
Kaiser had no financing options. They want the money upfront or else no appointments will be scheduled. $17,850 for an egg retrieval (not including meds). We paid part with checking and part with a credit card. My husbands sperm extraction with Dr. Hsiao was $7,000 as well. Medications were $3,500 (we got the 2 most expensive medications from out of the country which helped us save thousands).
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
He is strictly only eSET from what he explained to us.
8
Doctor
Jon Proctor
NPS
Humanity
4 of 5
Communication
4 of 5
Frequency Seen
3 of 5
Trustworthiness
4 of 5
Compassion
5 of 5
Explained risks
3 of 5
Adaptability
5 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
3 of 5
Billing Department
4 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
5 of 5
Educational Resources
7 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2021 - 2023, Unsuccessful
NPS
9
NPS
2
Age 40 - 42
4 IUI
1 IVF
Diminished Ovarian Reserve
East Asian
Income $200K - $499K
2nd of 2 Docs
2 IVF With Other Docs
Strongly Recommends
Doesn't Recommend
Unsuccessful
Dr. Proctor is a brilliant RE and will thoughtfully decide upon the best course of treatment...we carefully discussed my past fertility treatments to figure out how to modify the next round in terms of medications...he is extremely busy and overworked, so during ultrasound monitoring visits he needed to be reminded of what protocol I was on as well as the cycle day.
[Kaiser Permanente NorCal] are very busy and there are too many patients...not enough providers and staff...wait standing in the waiting room for almost an hour for my appointment because there were so many patients...a 6-9 month waiting period and waitlist to try IVF...clinic is also lacking regarding patient education.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor is a brilliant RE and will thoughtfully decide upon the best course of treatment. During consultations, we carefully discussed my past fertility treatments to figure out how to modify the next round in terms of medications. Being at Kaiser, he is extremely busy and overworked, so during ultrasound monitoring visits he needed to be reminded of what protocol I was on as well as the cycle day.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
Be prepared to remind Dr. Proctor of your protocol and other details of your treatment during your ultrasound monitoring visits. After the initial consultation, it is best to ask Dr. Proctor questions via email instead of during monitoring visits when he is rushed and has back-to-back patients.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor was very friendly and spent adequate time during our consultations to answer all of my questions. He was also very quick to respond (within 24 hours) to my questions via email. I also appreciate that he allowed me to be involved in the treatment decision process (IUI or IVF) rather than forcing a specific protocol on me.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
I had 4 IUI with 150 IU Menopur with the goal of producing 3-4 mature follicles for insemination to increase my chances given that I may have poor egg quality as a 40-something year old woman. I got pregnant with my 3rd IUI, but I ended up having a missed miscarriage that was discovered during my 10-week prenatal visit.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
The nursing staff were very disorganized. Two of my IUI cycles were canceled. The first time was because they failed to mention my HIV/STD labs expired even though I was cleared for an IUI cycle. The second time was because my PCR COVID test results did not come back in time; their advice to me was to tell the nurse the next time to schedule my COVID test earlier in my cycle. They also lost my IVF consents, which delayed me starting my round of IVF. Even when there was good news, I think they should have been more compassionate. When my HCG test showed I was pregnant, I was never told "congratulations, you're pregnant".
Describe your experience with Kaiser Permanente NorCal.
I decided to receive fertility treatment here because of their success rates. Ultimately, my treatments did not lead to a live birth, so I feel like I wasted a lot of time in the Kaiser bureaucracy. All of the providers I met were really great, but the clinic suffers like a lot of other aspects of Kaiser. They are very busy and there are too many patients and not enough providers and staff. On some days, I had to wait standing in the waiting room for almost an hour for my appointment because there were so many patients. There was also a 6-9 month waiting period and waitlist to try IVF. The process is that you would have to call on the first day of your period to see if there were any slots available. This made it very difficult to plan any travel for either work or vacation. The clinic is also lacking regarding patient education. Men would show up to clinic with their semen samples for IUI cycles in tupperware and dixie cups because the staff never instructed them nor provided them with the appropriate sterilized collection cups.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
Fortunately my IUIs and associated medications were covered by my insurance, so I just paid my co-pay. The IVF retrieval was $13,444 without biopsy.
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
I did not have any quality blastocysts for transfer, but the initial plan was to forgo biopsy and PGT-A to avoid risk of damaging the embryos and to transfer 2-3 blastocysts.
What specific things went wrong at Kaiser Permanente NorCal?
  • Lost paperwork
  • Failed to call with results
  • Failed to order appropriate test
  • Canceled a cycle due to clinic error
Describe the specific things that went wrong at Kaiser Permanente NorCal.
I was initially told that I would be contacted 8-9 days after my retrieval to inform me of how many blastocysts were created. On day 10, I had to hunt down someone to talk to, being placed on hold, playing phone tag, just to get my results. In this branch of medicine, timely communication is key, but is sorely lacking at this clinic.
9
Doctor
Jon Proctor
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
4 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
4 of 5
2
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
1 of 5
Scheduling
1 of 5
Billing Department
2 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
1 of 5
Educational Resources
1 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2021 - 2022, Successful
NPS
10
NPS
7
Age 38 - 39
1 IVF
1 Embryo Freezing
PCOS
Uterine Fibroids
European
Ashkenazi Jewish
Income $50K - $99K
2nd of 2 Docs
1 Fertility Medications With Other Docs
Strongly Recommends
Neutral
Successful
Dr.Tan was an excellent doctor throughout my procedure. He made sure I knew why I was doing every test and procedure, what the numbers meant, and showed encouragement when I was clearly super anxious, both about the procedures and success. He didnt try to sugar coat things, but he did highlight the positive results. He was always open to communicating with me...You can't find a better doctor who cares more about his patients and also going the extra mile to get results
Kaiser is definietly hit or miss with their clinics and staff, so dont feel bad shopping around or asking to be transferred. I needed to fight to get transferred mid-cycle because my first assigned doctor was awful, and ended up going to fremont which was an hour+ away because Dr. Tan was so worth it... the nurses...were very nice and compassionate, and didnt mind me baraging them with questions.
How was your experience with Orkun Tan at Kaiser Permanente NorCal?
Dr.Tan was an excellent doctor throughout my procedure. He made sure I knew why I was doing every test and procedure, what the numbers meant, and showed encouragement when I was clearly super anxious, both about the procedures and success. He didnt try to sugar coat things, but he did highlight the positive results. He was always open to communicating with me or making sure a nurse communicated with me if I still had followup. Most of all though, I was a human to him. He always remembered my name and my issues, would make small talk with me if he saw me in the corridor, get the elevator for me, small things like that. This process can be so rough and having someone who humanized the experience made a world of difference
What's one piece of advice would you give a prospective patient of Orkun Tan at Kaiser Permanente NorCal?
Go for it! You can't find a better doctor who cares more about his patients and also going the extra mile to get results
During treatment, were you treated like a number or a human with Orkun Tan at Kaiser Permanente NorCal?
I came to Dr.Tan following a terrible experience with my first doctor, who treated me like a number. He was the exact opposite - even though it started as just being the person on call for my egg retrieval, he still showed me compassion, such as the simple act of handing me a tissue so I could clean up after the exam. He also made sure I felt confident in the surgery and what to expect, and gave encouraging words to me when he saw I was clearly nervous. When the other doctor had messed up and wanted to cancel my surgery (a daunting thought having to repeat the entire egg retrieval cycle all over!) Dr Tan actually argued back, saying he would check me right beforehand to see if anything could be retrieved, and going the extra mile to make sure I was cared for
Describe the protocols Orkun Tan used in your cycles at Kaiser Permanente NorCal and their degree of success.
Due to my past failure with IUIs and my age we did IVF frozen embryo, as well as needing to clean my uterus first from fibroids and cysts (done by another doctor). I did an egg retrieval cycle with menopaur and ..the drug that needs to be refrigerated, with the dosage ultimately going to 350iu (cant remember how much menopaur was). I also had to do the patch, shots, pills, and creams for implantation. I remember we tried lupron as well but I ended up getting my period with it so Dr Tan had me stop using that medication
Describe your experience with your nurse at Kaiser Permanente NorCal.
Unfortunately I cannot remember the nurses names but they were very nice and compassionate, and didnt mind me baraging them with questions. I frequently called in because I would freak out that I may have messed up a dose or was experiencing a symptom, and they always made sure to reach back out promptly and if needed get more info from the doctor so I felt confident moving forward. Average response time was 1-2 days max.
Describe your experience with Kaiser Permanente NorCal.
Kaiser is definietly hit or miss with their clinics and staff, so dont feel bad shopping around or asking to be transferred. I needed to fight to get transferred mid-cycle because my first assigned doctor was awful, and ended up going to fremont which was an hour+ away because Dr. Tan was so worth it. The only downside I can think of is the general staff was a little ridiculous with their covid protocols and not even letting partners into the waiting room, so I had to sit and wait anxiously on my own for the appt (I have an anxiety disorder so I'd call him on video to help keep me calm). I feel they should have made exceptions for emotionally stressful visits especially, like learning if you had been successful in an egg retrieval
Describe the costs associated with your care under Orkun Tan at Kaiser Permanente NorCal.
I believe medication was around $7000 total for the frozen ivf /egg retrieval. Cost for implantation and egg retrieval was 22k
Describe Orkun Tan's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
He recommended a single transfer to increase success
10
Doctor
Orkun Tan
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
7
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
4 of 5
Billing Department
3 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2021 - 2022, Unknown Success
NPS
10
NPS
5
Age 34 - 35
1 IVF
Diminished Ovarian Reserve
European
Income $200K - $499K
Nurse or HC Services
Only Doc Seen
Strongly Recommends
Doesn't Recommend
Success w/ Doc Too early to know
Dr. Proctor spent time to answer my questions during my ultrasound appointments, although the clinic was extremely busy. The initial consultation answered all my initial questions. He answered messages in a timely manner and although it was hard to get an appointment with him after the first retrieval, he thoroughly explained the next options. I appreciated his bedside manner and how he involved my husband in the phone appointments when he couldn't be there otherwise due to covid.
Be prepared for brief ultrasound appointments, little injection teaching from the nurses or staff, and to ask questions because they might not be answered otherwise [at Kaiser Permanente NorCal]...told I would hear back in just a few days (even potentially over the weekend )about scheduling a telephone appointment with Dr. Proctor once his schedule was set. I never heard from the clinic. I called them at least 2 or 3 times before I got a call back. I was told he didn't have appointments until the end of the month and I would have to wait.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor spent time to answer my questions during my ultrasound appointments, although the clinic was extremely busy. The initial consultation answered all my initial questions. He answered messages in a timely manner and although it was hard to get an appointment with him after the first retrieval, he thoroughly explained the next options. I appreciated his bedside manner and how he involved my husband in the phone appointments when he couldn't be there otherwise due to covid.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
Be prepared for brief ultrasound appointments, little injection teaching from the nurses or staff, and to ask questions because they might not be answered otherwise.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Although I knew he was extremely busy, he chatted with me and make me feel comfortable during ultrasounds.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
Dr. Proctor used the antagonist protocol for my first cycle. using Gonal F 225 IU daily, 150 IU Menopur daily, Ganirelix for ovulation suppression, and HCG 10,000 units as my trigger 36 hours prior to my scheduled retrieval. I got transvaginal ultrasounds about every other day and estradiol/progesterone drawn the day prior to ultrasounds. My retrieval was on day 14. I had approximately 10 follicles that were close to 20mm, with the majority of them in my left ovary. The retrieval produced 7 eggs, 5 of which were fertilized. 2 grew properly to day 5-6 and one passed genetic testing with no abnormalities.
Describe your experience with your nurse at Kaiser Permanente NorCal. (Assigned nurse: Xia Zhu)
My nurse called me to schedule ultrasounds the day prior. It was difficult for me to get ahold of her if I needed her especially because she wasn't available to send messages to on KP.org (the online patient portal). There was absolutely no education regarding injection teaching, just simply "Did you watch the videos? Let me know if you have questions." Thankfully I am a nurse and I understand how to give injections, but it was sill overwhelming for me so I can't imagine how someone with no medical background would feel. The staff (MAs) in the clinic were kind and helpful. The nurses in the procedure suite were very personable and compassionate.
Describe your experience with Kaiser Permanente NorCal.
Whenever I called the clinic phone number, my phone call was returned and questions were thoroughly answered. One staff member even helped me understand my supplemental insurance paperwork for reimbursement that she could have deferred to the other insurance company. That was so helpful. My biggest complaint is lack of patient education and teaching prior to starting injections. I was also not prepared to opt in or out of knowing the sex of the embryos which was a huge decision for me and I wish i would have had more time to think about it.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
I had to pay $17,300 up front with no options for any payment plan. This did not cover medications or the embryo transfer. Medications were an additional $5,000 and the transfer is still unknown because we haven't gotten to that step yet.
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
I have not yet gone through a transfer.
What specific things went wrong at Kaiser Permanente NorCal?
  • Failed to call with results
Describe the specific things that went wrong at Kaiser Permanente NorCal.
After I received the genetic testing results on a Friday, I was told I would hear back in just a few days (even potentially over the weekend )about scheduling a telephone appointment with Dr. Proctor once his schedule was set. I never heard from the clinic. I called them at least 2 or 3 times before I got a call back. I was told he didn't have appointments until the end of the month and I would have to wait. Then within an hour or two I heard from another staff member, who had no knowledge of the previous call, that I could schedule a phone appointment for the next day. If I didn't repeatedly call them, I am afraid it would have been a long time for the clinic to call me about discussing my genetic testing results with my doctor, next steps etc.
10
Doctor
Jon Proctor
NPS
Humanity
5 of 5
Communication
3 of 5
Frequency Seen
4 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
5
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
4 of 5
Billing Department
4 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
4 of 5
Educational Resources
4 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2020, Unknown Success
NPS
6
NPS
5
Age 39
Unexplained
East Asian
Income $200K - $499K
Lawyer
1st of 2 Docs
1 IUI With Other Docs
Doesn't Recommend
Doesn't Recommend
Success w/ Doc Too early to know
I think Dr. Hirata would be okay for general treatments but I don't see her being someone who might want to think outside the box. She has a somewhat no-nonsense, and straightforward demeanor. For a sensitive topic that might not be as pleasant for those who are more emotionally invested...didn't really provide any new or proactive insight beyond protocol.
The Kaiser NorCal reproductive clinic is a machine, I suppose like most other large clinics. They have their systems and processes in place which can make you feel like a number. But that can go away once you're working more directly with nurses and staff on treatments. The nurses are friendly and response (especially the SF branch). Note that some clinics in NorCal only do consultation/IUI treatments and others work specifically on IVF procedures.
How was your experience with Janie Hirata at Kaiser Permanente NorCal?
This is just for my consultation, no treatments were done with her. Dr. Hirata was fine and provided me ample time to ask all the questions I wanted. Some of her answers seemed generic and short but I appreciate when doctors do not get frustrated with patients' questions especially when the patient is one who's taken a lot of time to really think through about what s/he wants to know about in terms of fertility education and management. I think Dr. Hirata would be okay for general treatments but I don't see her being someone who might want to think outside the box. She has a somewhat no-nonsense, and straightforward demeanor. For a sensitive topic that might not be as pleasant for those who are more emotionally invested.
What's one piece of advice would you give a prospective patient of Janie Hirata at Kaiser Permanente NorCal?
See general experience narrative.
During treatment, were you treated like a number or a human with Janie Hirata at Kaiser Permanente NorCal?
She provided general evaluation on my diagnostic tests but like many Kaiser doctors didn't really provide any new or proactive insight beyond protocol. Her bedside manner was fine (meeting was virtual) and I did not feel like a number. But I also didnt feel like there was any effort to make recommendations specifically tailored to me and my needs. Her next steps were generic at best but that might just be what Kaiser expects of their doctor as the standard of care.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
I had minimum communication with them but they all seemed fairly accessible and responsive to requests and messages.
Describe your experience with Kaiser Permanente NorCal.
The Kaiser NorCal reproductive clinic is a machine, I suppose like most other large clinics. They have their systems and processes in place which can make you feel like a number. But that can go away once you're working more directly with nurses and staff on treatments. The nurses are friendly and response (especially the SF branch). Note that some clinics in NorCal only do consultation/IUI treatments and others work specifically on IVF procedures.
6
Doctor
Janie Hirata
NPS
Humanity
4 of 5
Communication
5 of 5
Frequency Seen
1 of 5
Trustworthiness
4 of 5
Compassion
4 of 5
Explained risks
3 of 5
5
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
4 of 5
Billing Department
4 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
3 of 5
Educational Resources
5 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2020, 7 Eggs Frozen
NPS
10
NPS
8
Age 40
1 Egg Freezing (cancer)
Cancer
European
East Asian
Income $100K - $199K
Entrepreneur
2nd of 2 Docs
1 Egg Freezing With Other Docs (cancer)
Strongly Recommends
Neutral
Successful
[Dr. Farah-Eways] was firstly extremely professional, she was generally nice, and she seemed extremely savvy about her work...even though she was a little cool in demeanor, I loved her work and was here to get results, not socialize. I don't want to create the impression she was cold, not at all, but she seems like an extremely solid and knowledgeable individual who is deeply experienced
The reception staff [at Kaiser Permanente NorCal] are pretty nice and pretty quick on everything...I was seen by several people besides [Dr. Farah-Eways] for various tasks and then Dr. Tan did my retrieval. It did take 3 different staff to run my IV...I just felt a bit passed around a couple times when they were busy juggling tasks...with good results, and lots of professionalism, I highly recommend them
How was your experience with Lisa Farah-Eways at Kaiser Permanente NorCal?
Lisa was my OB/GYN's mentor so I had good expectations. She was firstly extremely professional, she was generally nice, and she seemed extremely savvy about her work. I don't expect women to smile and mother me, so even though she was a little cool in demeanor, I loved her work and was here to get results, not socialize. I don't want to create the impression she was cold, not at all, but she seems like an extremely solid and knowledgeable individual who is deeply experienced. We can all benefit from having someone like that in our corner.
What's one piece of advice would you give a prospective patient of Lisa Farah-Eways at Kaiser Permanente NorCal?
Just trust her, bring her your questions and concerns. Also, if anything seems to be a problem, call until you get through to her or the staff. I was instructed by an answering service to wait until late in the day to call back, but it was the wrong advice, as that was the time the IVF office closed and I could no longer be helped until the next day.
During treatment, were you treated like a number or a human with Lisa Farah-Eways at Kaiser Permanente NorCal?
I just felt a bit passed around a couple times when they were busy juggling tasks, but just a tad. I just want to be honest so people don't go in expecting a major spa experience... but it was just the right balance of calm and professionalism that suits the work in my opinion.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Everyone did a good job, not a lot to say when everything works out well!
Describe your experience with Kaiser Permanente NorCal.
From the first meeting, I had a great informational/teaching class with a really nice/funny/warm staff member. The reception staff are pretty nice and pretty quick on everything. Behind the scenes I was getting juggled in the first day and had to wait an unspecified amount of time for further instructions and planning before leaving, but I didn't mind. I was seen by several people besides Lisa for various tasks and then Dr. Tan did my retrieval. It did take 3 different staff to run my IV... not comfortable, but it finally worked out. Again, with good results, and lots of professionalism, I highly recommend them.
Describe the costs associated with your care under Lisa Farah-Eways at Kaiser Permanente NorCal.
$20, my coverage is pretty high
10
Doctor
Lisa Farah-Eways
NPS
Humanity
4 of 5
Communication
5 of 5
Frequency Seen
3 of 5
Trustworthiness
5 of 5
Compassion
3 of 5
Explained risks
5 of 5
Adaptability
5 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
3 of 5
Billing Department
5 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
5 of 5
Educational Resources
6 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2017 - 2020, Successful
NPS
8
NPS
8
Age 34 - 37
1 IVF
Male Factor
European
Income $100K - $199K
Accountant
2nd of 2 Docs
Neutral
Neutral
Successful
[Dr. Proctor] let us tell our full story from start to finish. We are a very severe male factor infertility couple...debated about using ICSI, but [doctor] said this was absolutely paramount in our situation...responsive, clear and exhibited no judgment or personal bias...ultimately had a live birth in the first fresh transfer, followed by 2 froze. transfers that did not result in pregnancy...currently pregnant with the 4th frozen transfer...
Kaiser is big business, so they have a ton of resources and people and information...liked this approach after being turned away from a small, boutique RE office...downside is there are loooong wait times to get on the schedule, and you can definitely feel like a “number” at times...had two frustrating transfers that didn’t result in pregnancy because the embryos were most likely abnormal. With eset, I would recommend testing the embryos. Saves money and time in the long run.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor listened. He was our second RE and let us tell our full story from start to finish. We are a very severe male factor infertility couple, so Dr. Proctor relied heavily on another male specialist to give the "ok." Once that was cleared up, we moved right ahead. Dr. Proctor was responsive, clear and exhibited no judgment or personal bias in any way. We ultimately had a live birth in the first fresh transfer, followed by 2 froze. transfers that did not result in pregnancy, and am currently pregnant with the 4th frozen transfer
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
Come armed with information and ask the questions you need. He may not solicit the information from you. Ask for special treatment/ alternatives, because he may not offer them outright, but also may not say no.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor is personable and kind, but not overly so.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
IVF with ICSI. We debated about using ICSI, but Dr. Proctor said this was absolutely paramount in our situation. We have done 4 transfers in total. The first one was fresh. The next 3 were frozen, all transferred 1 embryo at a time.
Describe your experience with Kaiser Permanente NorCal.
Kaiser is big business, so they have a ton of resources and people and information. I liked this approach after being turned away from a small, boutique RE office. Kaiser appears to have more cases under their belt and more information to compare our own case to, which was helpful. The downside is there are loooong wait times to get on the schedule, and you can definitely feel like a “number” at times and less of a human.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
$13,200 for IVF with ICSI. Medications about $4,000 additional. FET was $4,150 with meds about $700 extra. No extra cost for assisted hatching.
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
The clinic offered a reduced cost for eset if the first did not result in a live birth, kind of a “3 for the price of 1” deal. This caused us to not get our embryos PGS tested, thinking the cost/ time would be a wash if we wouldn’t be charged for extra transfers. Ultimately the “3 for 1” deal went away, and we had two frustrating transfers that didn’t result in pregnancy because the embryos were most likely abnormal. With eset, I would recommend testing the embryos. Saves money and time in the long run.
8
Doctor
Jon Proctor
NPS
Humanity
4 of 5
Communication
4 of 5
Frequency Seen
4 of 5
Trustworthiness
4 of 5
Compassion
5 of 5
Explained risks
3 of 5
Adaptability
2 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
4 of 5
Billing Department
3 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
5 of 5
Educational Resources
6 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2019 - 2020, Unknown Success
NPS
9
NPS
9
Age 36 - 37
3 IVF
Unexplained
Income $200K - $499K
Entrepreneur
Only Doc Seen
Strongly Recommends
Strongly Recommends
Success w/ Doc Too early to know
Dr. Tan has great communication skills. We never felt in the dark about all of the required steps in the process. We felt heard and he empathized with us every step of the way even though we had 2 unsuccessful transfer attempts. He helped me feel that there was hope. ... He also took into account our own research so that we felt we were doing everything within our powers to get pregnant.
Strengths [of Kaiser Permanente] Great empathic doctors that took time to explain and answer questions thoroughly Very clear instructions Always felt safe and cared for during the procedures Weaknesses A lot of different people on staff, communication between staff could be better so that the nurses aren't saying different things to me.
How was your experience with Orkun Tan at Kaiser Permanente NorCal?
Dr. Tan has great communication skills. We never felt in the dark about all of the required steps in the process. We felt heard and he empathized with us every step of the way even though we had 2 unsuccessful transfer attempts. He helped me feel that there was hope.
What's one piece of advice would you give a prospective patient of Orkun Tan at Kaiser Permanente NorCal?
There are a lot of doctors through Kaiser Reproductive Centers. It's important to make sure you feel comfortable with your doctor completely and thoroughly on this IVF journey. Dr. Tan was this doctor for us and we are lucky to have him.
During treatment, were you treated like a number or a human with Orkun Tan at Kaiser Permanente NorCal?
Dr. Tan really empathized with our struggle. He made sure to explain everything thoroughly and we never felt rushed or forced into doing anything we were not comfortable with. He also took into account our own research so that we felt we were doing everything within our powers to get pregnant.
Describe the protocols Orkun Tan used in your cycles at Kaiser Permanente NorCal and their degree of success.
First egg retrieval: 75IU Follistim AM 150mg IU Menopur PM 250mcg Ganirelix Second Egg Retreival 2.9mg Omnitrope 150IU Follistim AM 150mg IU Menopur PM 250mcg Ganirelix 3rd Egg Retreival 2.9mg Omnitrope 75IU Follistim AM 150mg IU Menopur PM 250mcg Ganirelix
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
We worked with half a dozen nurses and all were wonderful, compassionate, and caring. There were two in particular however that couldn't empathize well and seemed to only be following the directions of the doctors. If we didn't get lab works or pap smears on their timeline, they'd show a bit of passive aggressiveness. I tried not to take it personally because I knew it was from a place of pressure and wanting to get their jobs done and maybe even being afraid that the doctors would come down on them for not getting their job done properly. When this would happen and a nurse would be upset, I'd simply get in touch with Dr. Tan, and he always figured out a solution without making me feel bad or guilty.
Describe your experience with Kaiser Permanente NorCal.
Overall, it's a great clinic and I'd highly recommend anyone to come. Their strengths outweigh their weaknesses and the weaknesses never affected the overall care. Strengths Great empathic doctors that took time to explain and answer questions thoroughly Very clear instructions Always felt safe and cared for during the procedures Weaknesses A lot of different people on staff, communication between staff could be better so that the nurses aren't saying different things to me.
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
It felt like a well oiled machine where even though we only saw Dr. Tan for five minutes, it never felt rushed. He answered all our questions and made us feel heard.
Describe the costs associated with your care under Orkun Tan at Kaiser Permanente NorCal.
Our medical insurance paid for a lot of it. I think it ended up being about $15-20K out of pocket after 3 rounds
Describe Orkun Tan's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
I understood the rationale for a single embryo transfer in that it would be safer for me and the baby.
What specific things went wrong at Kaiser Permanente NorCal?
  • Provided conflicting information
Describe the specific things that went wrong at Kaiser Permanente NorCal.
There was once occurrence where I was erroneously scheduled for an ultrasound, and a couple times where the nurses were taking their frustrations out on us due to pressure.
9
Doctor
Orkun Tan
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
3 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
9
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
4 of 5
Billing Department
3 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
2020, Unsuccessful
NPS
7
NPS
5
Age 40
1 IVF
1 Embryo Freezing
Recurrent Pregnancy Loss
Unexplained
European
Income $100K - $199K
Engineer
Only Doc Seen
Neutral
Doesn't Recommend
Unsuccessful
Dr. Proctor provided me with a frank diagnosis, and gave me hope the procedure would work. He did answer my questions when I pressed for more info. However, when the FET was unsuccessful, I feel that I didn't get adequate answers or advice about what to do next...The treatment did not feel tailored to me...
Weakness [of Kaiser Permanente NorCal] is too many patients for the nurses and doctors to handle. Everything felt very rushed and panicked. It was incredibly stressful. Was not provided any guidance on supplements. I had to do a lot of research on my own to figure out how to advocate for myself. You have to really hound them to get detailed information about your cycles. Strengths are that they have a decent success rate (just not with me).
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor provided me with a frank diagnosis, and gave me hope the procedure would work. He did answer my questions when I pressed for more info. However, when the FET was unsuccessful, I feel that I didn't get adequate answers or advice about what to do next.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
You have to advocate for yourself with Kaiser. You have to be very familiar with the process, and come prepared with all your questions. If you have read about a treatment that you think would be appropriate for you, don't expect it to be suggested.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
The clinic was handling too many cases, and several times I was mixed up with another patient. If I had questions for the doctor, he would answer as he was rushing out of the room. You had to leave a message on a voicemail to get ahold of the nurses; never direct. I felt very little empathy from the nurses or doctor.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
Standard egg retrieval and FET. 10 eggs retrieved resulted in 6 embryos.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Too many patients, they seemed to have trouble keeping track of them all. I had many different nurses calling me, or meeting with me. I was provided incorrect info about when I would be getting results. I wasn't provided any flexibility with scheduling that needed to be adjusted due to miscarriage. The treatment did not feel tailored to me.
Describe your experience with Kaiser Permanente NorCal.
Weakness is too many patients for the nurses and doctors to handle. Everything felt very rushed and panicked. It was incredibly stressful. Was not provided any guidance on supplements. I had to do a lot of research on my own to figure out how to advocate for myself. You have to really hound them to get detailed information about your cycles. Strengths are that they have a decent success rate (just not with me).
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
Freeze All Cycle: $11,310; FET: $4150; ICSI: $2000; 'Handling fee' for PGT: $3500; Meds billed to insurance $10k, then another $3k OOP. Insurance covered some of the procedures. We ended up spending about $12k OOP for the cycle.
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
Kaiser only does eSET. I think multiple would have been more appropriate for me.
What specific things went wrong at Kaiser Permanente NorCal?
  • Failed to call in prescriptions to pharmacy
  • Failed to call with results
  • Provided conflicting information
  • Failed to convey critical information
Describe the specific things that went wrong at Kaiser Permanente NorCal.
It took a long time and several calls to get prescriptions transferred to the pharmacy. I was not informed of some things that would have made my life much easier.
7
Doctor
Jon Proctor
NPS
Humanity
2 of 5
Communication
3 of 5
Frequency Seen
3 of 5
Trustworthiness
3 of 5
Compassion
3 of 5
Explained risks
4 of 5
Adaptability
3 of 5
5
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
4 of 5
Billing Department
3 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
1 of 5
Educational Resources
4 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2018 - 2019, Unsuccessful
NPS
0
NPS
0
PCOS
European
Income $0 - $49K
Teacher
1st of 6 Docs
2 IUI With Other Docs
Doesn't Recommend
Doesn't Recommend
Unsuccessful
He’s very blunt, has no bedside manner, and doesn’t seem to care if treatment works or not. He found out that I had complained about him and confronted me about it, chewing me out for doing so. ... I cannot stress enough how much I would not recommend Dr. Grosskinsky. He’s threatens me in a way that I can’t put my finger on ... He makes me feel powerless and less than human.
We get seen by the doctor fairly quickly and the clinic [Kaiser Permanente] is clean. However, the staff and Dr. Grosskinsky are cruel and unkind. ... There were a few nurses who were very caring and the rest seemed entertained by Dr. Grosskinsky’s terrible behavior. Many times I would see the nurses who were assigned to be in the room with Dr. Grosskinsky and I laughing at his remarks on failed treatment.
How was your experience with Clemens Grosskinsky at Kaiser Permanente NorCal?
Dr. Grosskinsky is a fear monger omg doctor. He told my partner and I that if I didn’t follow his exact instructions I could end up “in a body bag” and my children would end up “on the short bus”. He would blame me if treatment didn’t work. He’s very blunt, has no bedside manner, and doesn’t seem to care if treatment works or not. He found out that I had complained about him and confronted me about it, chewing me out for doing so.
What's one piece of advice would you give a prospective patient of Clemens Grosskinsky at Kaiser Permanente NorCal?
If you must see him, ask if you can record him or have your partner in the room. He made me feel very threatened and having a recording or partner with you makes the appointment more bearable.
During treatment, were you treated like a number or a human with Clemens Grosskinsky at Kaiser Permanente NorCal?
Sometimes I would ask questions, break down and cry from stress, or need further explanation on things I didn’t understand and he would blow me off, not answer my questions, or blame me for why treatment didn’t work. I felt like a number, and he was rushing off to the next patient.
Describe the protocols Clemens Grosskinsky used in your cycles at Kaiser Permanente NorCal and their degree of success.
Dr. Grosskinsky started me on 3 vials of menapur injections for 3 days. This overstimulated my ovaries. He then gave me 1 vial of menapur for 3 days followed by 4 days of final f. This also overstimulated my ovaries. He never tried 2 vials of any medication. He also refused to see me and do ultrasounds to check on my follicles at times despite my pleading that something was wrong.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
There were a few nurses who were very caring and the rest seemed entertained by Dr. Grosskinsky’s terrible behavior. Many times I would see the nurses who were assigned to be in the room with Dr. Grosskinsky and I laughing at his remarks on failed treatment.
Describe your experience with Kaiser Permanente NorCal.
We get seen by the doctor fairly quickly and the clinic is clean. However, the staff and Dr. Grosskinsky are cruel and unkind. I cannot stress enough how much I would not recommend Dr. Grosskinsky. He’s threatens me in a way that I can’t put my finger on it but other people have witnessed and understood what he’s doing. He makes me feel powerless and less than human.
Describe the costs associated with your care under Clemens Grosskinsky at Kaiser Permanente NorCal.
I’m with kaiser so my co pay was $5 for almost everything.
Describe Clemens Grosskinsky's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
I never told Dr. Grosskinsky that I wanted twins or triplets or more. He still felt that he should tell me if I ever did decide I wanted multiples that they would “end up on the short bus or die.”
What specific things went wrong at Kaiser Permanente NorCal?
  • Failed to call with results
  • Provided conflicting information
  • Failed to convey critical information
0
Doctor
Clemens Grosskinsky
NPS
Humanity
2 of 5
Communication
1 of 5
Frequency Seen
4 of 5
Trustworthiness
1 of 5
Compassion
2 of 5
Explained risks
4 of 5
Adaptability
3 of 5
0
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
1 of 5
Billing Department
3 of 5
Nursing Staff
2 of 5
Clinic Atmosphere
3 of 5
Educational Resources
5 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2018 - 2019, Unsuccessful
NPS
8
NPS
6
Age 36 - 37
3 IUI
Diminished Ovarian Reserve
European
Ashkenazi Jewish
Income $100K - $199K
Teacher
1st of 2 Docs
IVF With Other Docs
Neutral
Doesn't Recommend
Unsuccessful
I started with the least aggressive approach ... I realized that Dr. Grosskinsky may not have been informing me when I was not facing optimal circumstances for IUI but I am not certain about that. ... Dr. Grosskinsky has a great personality and sense of humor. He knows how to lighten the mood during awkward situations without discounting the emotional nature of fertility treatment. ... He showed that he cared about my overall well-being and remembered personal details that we had discussed in past visits.
Kaiser is such a big operation that sometimes there are communication issues between all the different departments. The upside to that is have a care "team," who all bring something different to the experience. ... IVF through Kaiser will cost about $25,000. ... The medications cost the most, about $600 when doing all menopur shots. The IUI cost about $400 each. ... I started with the least aggressive approach
How was your experience with Clemens Grosskinsky at Kaiser Permanente NorCal?
Dr. Grosskinsky has a great personality and sense of humor. He knows how to lighten the mood during awkward situations without discounting the emotional nature of fertility treatment. He showed genuine concern for my well-being when I presented him with a medical concern that had nothing to do with my fertility treatment. After seeing another fertility doctor I realized that Dr. Grosskinsky may not have been informing me when I was not facing optimal circumstances for IUI but I am not certain about that. Overall, I felt like his personality was a great fit for helping a stress-case like me deal with the realities of fertility treatment.
What's one piece of advice would you give a prospective patient of Clemens Grosskinsky at Kaiser Permanente NorCal?
Ask questions, make sure you understand everything about your process and the recommendations being given to you.
During treatment, were you treated like a number or a human with Clemens Grosskinsky at Kaiser Permanente NorCal?
Dr. Grosskinsky is personable and has a great sense of humor. He showed that he cared about my overall well-being and remembered personal details that we had discussed in past visits.
Describe the protocols Clemens Grosskinsky used in your cycles at Kaiser Permanente NorCal and their degree of success.
I started with the least aggressive approach; femara pills, trigger shot and intercourse. The second time; femara pills, trigger shot and IUI. The third try; a combination of femara pills and menopur shots, trigger shot and IUI. The forth and final try; 3 vials of menopur, trigger shot and IUI. After that we decided it was time for IVF and started seeing a different doctor.
Describe your experience with Kaiser Permanente NorCal.
Kaiser is such a big operation that sometimes there are communication issues between all the different departments. The upside to that is have a care "team," who all bring something different to the experience.
Describe the costs associated with your care under Clemens Grosskinsky at Kaiser Permanente NorCal.
The medications cost the most, about $600 when doing all menopur shots. The IUI cost about $400 each. IVF through Kaiser will cost about $25,000.
8
Doctor
Clemens Grosskinsky
NPS
Humanity
5 of 5
Communication
4 of 5
Frequency Seen
4 of 5
Trustworthiness
4 of 5
Compassion
4 of 5
Explained risks
4 of 5
Adaptability
4 of 5
6
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
2 of 5
Billing Department
4 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
3 of 5
Educational Resources
6 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2018, Unknown Success
NPS
10
NPS
10
Age 39
Diminished Ovarian Reserve
Tubal Blockage
European
Income $100K - $199K
Business Executive
2nd of 2 Docs
1 IUI With Other Docs
Strongly Recommends
Strongly Recommends
Success w/ Doc Not sure
He [Dr. Jon Proctor] is very straight forward which I like, always knew me & my history when I arrived. Sort of surprising with so many patients. I’ve seen him over the course of 4 years with a 3 year gap and he is exactly the same now as when I saw him 4 years ago. Great doctor, straight forward and very knowledgeable. It’s a good fit for my personality, I don’t need sympathy - just the facts please.
For me it [Kaiser Permanente-Fremont] is very convienent , all of the labs, radiology etc are located close to each other and since it is all Kaiser the billing is also very centralized. This office is very busy, not that I see a lot of patients when I go, but after referral my initial consult was scheduled over a month later. We booked IVF and were scheduled for 4.5 months later. In review: I really love the convience of everything being connected, love the doctors and staff, but it was a very long wait to do every step because they are so booked.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
He is very straight forward which I like, always knew me & my history when I arrived. Sort of surprising with so many patients. I’ve seen him over the course of 4 years with a 3 year gap and he is exactly the same now as when I saw him 4 years ago. Great doctor, straight forward and very knowledgeable. It’s a good fit for my personality, I don’t need sympathy - just the facts please.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
Be patient, they are booked out for months. If you are in a hurry, I would not recommend.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Lots of references about my particular situation and history. He took a lot of time to review and discuss my history and what he has seen in similar patients. He is a great balance of matter of fact stats and how sometimes the human factor is even more telling of what the possible outcome will be.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
Have not started medication yet. I fully trust he will develop the correct protocol. We did a HSG, saw tubes are blocked and decided to skip IUI and go directly to IVF right there in radiology.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
So far everyone has been really helpful, knowledgeable and very good communicators.
Describe your experience with Kaiser Permanente NorCal.
For me it is very convienent , all of the labs, radiology etc are located close to each other and since it is all Kaiser the billing is also very centralized. This office is very busy, not that I see a lot of patients when I go, but after referral my initial consult was scheduled over a month later. We booked IVF and were scheduled for 4.5 months later. In review: I really love the convience of everything being connected, love the doctors and staff, but it was a very long wait to do every step because they are so booked.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
Fresh transfer cycle with ICSI and assisted hatching. $14000 HSG $400 Saline sono $400
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
He suggests 1, except for my age allows for 2. I agree with him.
10
Doctor
Jon Proctor
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
4 of 5
Explained risks
5 of 5
Adaptability
5 of 5
10
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
1 of 5
Billing Department
5 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2016 - 2018, Successful
NPS
10
NPS
9
Age 29 - 31
1 IVF
Male Factor
European
Income $100K - $199K
Only Doc Seen
Strongly Recommends
Strongly Recommends
Successful
Dr. Proctor took a personal interest in our journey and always made us feel important and cared for.... Dr. Proctor was knowledgeable, compassionate and very responsive whenever I contacted him. He coordinated well with my husband’s male factor infertility specialist...We used a standard stimulation protocol (follistim, Menopur, ganirelix). I was allergic to follistim and dr proctor was very responsive and quickly switched me to gonal-f.
It was efficient, but busy! They recommended I get there early and as long as I did the wait wasn’t bad at all.... They [Kaiser Permanente NorCal] were also very responsive to any questions or immediate needs. Weaknesses: the clinic is very busy which makes appointments feel rushed at times. Wait times can be quite long.... They [nurses] were always compassionate and helpful. No negative experiences at all.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor was knowledgeable, compassionate and very responsive whenever I contacted him. He coordinated well with my husband’s male factor infertility specialist (Dr. Turek). Dr. Turek is picky about providers that he will coordinate with and he was happy to work with Dr. Proctor and his team. His faith in Dr. Proctor speaks volumes.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
Appointments are quick because of the volume at the clinic. Come prepared with questions and do not expect long conversations. Dr.Proctor is very knowledgeable and responsive but does not have all the time in the world to sit and talk at every appointment.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Dr. Proctor took a personal interest in our journey and always made us feel important and cared for.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
We used a standard stimulation protocol (follistim, Menopur, ganirelix). I was allergic to follistim and dr proctor was very responsive and quickly switched me to gonal-f. I had an excellent response and 30 eggs were retrieved (25 nature). My husband has severe male factor infertility causing only 4 eggs to fertilize normally. Of the 4 embryos at day 1, 3 made it to freeze (we had to do a frozen cycle because my husband’s Soren retrieval surgery occurred weeks after my egg retrieval due to his doctors schedule). We transferred one embryo in December 2017 and I am now 15 weeks pregnant with a baby girl and we have two more high quality embryos on ice for later.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
They were always compassionate and helpful. No negative experiences at all.
Describe your experience with Kaiser Permanente NorCal.
Strengths: knowledge of clinicians and success rates are excellent. Can’t argue with miracle results! They were also very responsive to any questions or immediate needs. Weaknesses: the clinic is very busy which makes appointments feel rushed at times. Wait times can be quite long. Also the ohlone kaiser pharmacy the clinic works with is awful. I switched to Walgreens discorx and had a much better experience AND my coverage was maintained even though it was Walgreens and not kaiser.
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
It was efficient, but busy! They recommended I get there early and as long as I did the wait wasn’t bad at all.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
We had 50% coverage for one cycle, so the IVF cycle cost $6500 (without medications, including ICSI but no PGS). Our FET was full price and cost $4000 without medications m. However, since we did eset, we would get additional transfers of single embryos for free until a live birth.
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
Dr. proctor explained the risks and benefits of each thoroughly. Because I have no known fertility issues and we wanted to try and avoid multiples, we went with eset, which resulted in my current pregnancy (1st FET was a success).
10
Doctor
Jon Proctor
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
9
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
5 of 5
Billing Department
4 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
2017 - 2018, Unsuccessful
NPS
9
NPS
4
Age 40 - 41
3 IVF
Unexplained
East Asian
Income $200K - $499K
Consultant
Only Doc Seen
Strongly Recommends
Doesn't Recommend
Unsuccessful
Dr. Moy always tried to remember details about us and made conversation during the routine appointments. She has a great sense of humor and attitude and I really felt that she was rooting for us. During some more difficult news, she called us or made time for a phone call and answered all of our questions...When issues arose, she reached out to the labs to understand what happened on our behalf and I do feel she went to bat for us as best she could. She was always good humored, patient, and understanding.
The clinic, being Kaiser, has its limitations including the level of patient education you receive, the inflexibility around being on the pill in preparation for the scheduled cycles, and the feeling that I was being "shuffled through." I once received an email from a nurse addressing me by someone else's name..... Our doctor and the head embryologist explained what happened very thoroughly and patiently. We were offered a sympathetic "these things happen" but they did not claim responsibility nor did they offer a free cycle.
How was your experience with Irene Moy at Kaiser Permanente NorCal?
I really love Dr Moy. We got to know each other quite well over three retrievals and the monitoring appts and phone calls and emails that surround it. She was our point person during all of it and was readily available for our questions. I really felt like she was rooting for us and we had many phone calls to hear news, discuss next steps, or answer questions. When issues arose, she reached out to the labs to understand what happened on our behalf and I do feel she went to bat for us as best she could. She was always good humored, patient, and understanding. There were times when I would have liked more information about the protocols and medications, and how/why she decided on the changes that she did. Overall though, I had a wonderful experience with Dr Moy. It's the limitation of Kaiser that were ultimately disappointing.
What's one piece of advice would you give a prospective patient of Irene Moy at Kaiser Permanente NorCal?
If you have questions during an appointment, ask them quickly. She will make time to answer your questions but she does seem to be in a rush. She's matter of fact and to the point which we appreciated.
During treatment, were you treated like a number or a human with Irene Moy at Kaiser Permanente NorCal?
Dr. Moy always tried to remember details about us and made conversation during the routine appointments. She has a great sense of humor and attitude and I really felt that she was rooting for us. During some more difficult news, she called us or made time for a phone call and answered all of our questions. Even when she had a cold.
Describe the protocols Irene Moy used in your cycles at Kaiser Permanente NorCal and their degree of success.
All three retrieval protocols included Follistim, Menopur, and Ganirelix. The second two added Omnitrope and included a dual trigger which appeared to help the number and maturity of eggs retrieved. As with all Kaiser protocols, I was on the pill for a good portion of time prior to and after stimulation and retrievals.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Nursing staff were good. It would have been nice to have a designated nurse/coordinator throughout the process but instead it was whoever called back. That worked fine. They were friendly, knowledgeable, and helped answer my questions. The nurses during the actual retrieval were also friendly, some seemed new. Getting an IV needle in was difficult during all three retrievals.
Describe your experience with Kaiser Permanente NorCal.
The clinic, being Kaiser, has its limitations including the level of patient education you receive, the inflexibility around being on the pill in preparation for the scheduled cycles, and the feeling that I was being "shuffled through." I once received an email from a nurse addressing me by someone else's name. The substance of the email was appropriate to me but it was very much a "copy paste" scenario. I could deal with all of this though until we encountered some issues with the embryology lab that have me looking into other clinics. In short, we lost one high quality PGS normal embryo because, as we were told, there was a very rare instance when the embryologist was unable to remove all of the oil from the embryo before freezing, rendering it unlikely to thaw successfully. Our doctor and the head embryologist explained what happened very thoroughly and patiently. We were offered a sympathetic "these things happen" but they did not claim responsibility nor did they offer a free cycle. I did another retrieval and our next PGS normal embryo had to be thawed, re-biopsied, and refrozen because the first biopsy came back as "No DNA present." I don't know where the breakdown occurred this second time (whether at Kaiser or the genetic testing lab) but it's enough of a question mark that I have trouble trusting the Kaiser lab. We will likely have further conversations with Kaiser.
Describe the costs associated with your care under Irene Moy at Kaiser Permanente NorCal.
Retreival: $9,305; ICSI: $1,900; Biopsy for PGS:$3,00; FET: $2,365 (unused credit); ~$8k in meds for each round
Describe Irene Moy's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
While we never got to the transfer stage, Dr Moy recommended transferring only one PGS tested normal embryo or more than one only if they hadn't been tested bc of risks of carrying multiples.
What specific things went wrong at Kaiser Permanente NorCal?
  • Lost or damaged samples
Describe the specific things that went wrong at Kaiser Permanente NorCal.
See earlier post re: embryology lab.
9
Doctor
Irene Moy
NPS
Humanity
5 of 5
Communication
4 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
3 of 5
Adaptability
5 of 5
4
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
4 of 5
Billing Department
5 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
3 of 5
Educational Resources
4 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2017, Unsuccessful
NPS
7
NPS
8
Age 34
2 IUI
1 Embryo Freezing
PCOS
Unexplained
East Asian
Income $200K - $499K
Lawyer
Only Doc Seen
IVF With Other Docs
Neutral
Neutral
Unsuccessful
Weaknesses: [Dr. Farah-Eways is] unwilling to put in more than 1 embryo at a time (at the beginning) until the 3rd round when she put in 2, which worked & producer a singleton. Strengths: she’s had good results and did change my treatment to remove a polyp which helped result in a singleton, but took till the 3rd round. ... Have your questions ready. She’s a busy doctor with not a lot of time to spend answering your questions if you aren’t prepared.
Very clean. Typical Kaiser office (seen at the Sunnyvale clinic, but transfer done in Fremont). Parking good at both. Chose because of location and proximity to my office. Front desk staff very helpful and remembered my name. ... All [nursing staff] very communicative, but busy office so sometimes wouldn’t hear back until the end of the day.
How was your experience with Lisa Farah-Eways at Kaiser Permanente NorCal?
Weaknesses: unwilling to put in more than 1 embryo at a time (at the beginning) until the 3rd round when she put in 2, which worked & producer a singleton. Strengths: she’s had good results and did change my treatment to remove a polyp which helped result in a singleton, but took till the 3rd round.
What's one piece of advice would you give a prospective patient of Lisa Farah-Eways at Kaiser Permanente NorCal?
Have your questions ready. She’s a busy doctor with not a lot of time to spend answering your questions if you aren’t prepared.
During treatment, were you treated like a number or a human with Lisa Farah-Eways at Kaiser Permanente NorCal?
Overall like a human. It was hard having unexplained infertility to not have answers, but she did her best to answer all of my questions.
Describe the protocols Lisa Farah-Eways used in your cycles at Kaiser Permanente NorCal and their degree of success.
Unexplained infertility. Typical protocol re injections. 1st round put in a fresh 6-day embryo, resulted in miscarriage. 2nd round didn’t work. 3rd round did a polyp removal and had planned to do an endometrial scratch but didn’t do it because she said was unnecessary. Also agreed to put in 2 embryos instead of 1 since this protocol had worked for another patient. Resulted in a singleton whom I carried full term and is now 13.5 mo old.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
All very communicative, but busy office so sometimes wouldn’t hear back until the end of the day.
Describe your experience with Kaiser Permanente NorCal.
Very clean. Typical Kaiser office (seen at the Sunnyvale clinic, but transfer done in Fremont). Parking good at both. Chose because of location and proximity to my office. Front desk staff very helpful and remembered my name.
Describe the costs associated with your care under Lisa Farah-Eways at Kaiser Permanente NorCal.
All out of pocket. Nothing covered by insurance. Average prices.
Describe Lisa Farah-Eways's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
Very strong preference to only insert 1 embryo at a time. Said had resulted in too many multiples in the past and Board of OBs didn’t allow insertion of more than 1 unless there was a medical reason.
7
Doctor
Lisa Farah-Eways
NPS
Humanity
5 of 5
Communication
4 of 5
Frequency Seen
4 of 5
Trustworthiness
5 of 5
Compassion
4 of 5
Explained risks
4 of 5
Adaptability
3 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
3 of 5
Billing Department
4 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2017, Unsuccessful
NPS
10
NPS
10
Age 31
3 IUI
Male Factor
PCOS
Latinx
Income $50K - $99K
Only Doc Seen
Donor Sperm
Strongly Recommends
Strongly Recommends
Unsuccessful
Dr. Harris has great bedside manners. I can trust him because he gives me all the information I need and warns me about risks. For example, he warned me that I am at risk for OHSS and confidently told me he would closely manage my medication to prevent OHSS as much as possible.... I was diagnosed with PCOS. My husband was diagnosed with non-obstructive azoospermi (NOA). We knew we’d be using donor sperm and Dr. Harris said we could try IUI cycles or IVF ICSI. We are paying out of pocket so we opted for IUI.
The front office staff [Kaiser NorCal] is amazing. The team is professional and patient. They swiftly get me checked in and ready for my appointment. Some patients attended the appointment with their baby and the staff would naturally congratulate them, but it stung a little bit. It felt inconsiderate for the staff to celebrate a baby in the wait room around patients who are there because we cannot get pregnant. Maybe the can have blank cards at hand saying: congratulations! Instead of talking about the baby’s arrival in front of patients.
How was your experience with Isiah Harris at Kaiser Permanente NorCal?
Dr. Harris has great bedside manners. I can trust him because he gives me all the information I need and warns me about risks. For example, he warned me that I am at risk for OHSS and confidently told me he would closely manage my medication to prevent OHSS as much as possible.
What's one piece of advice would you give a prospective patient of Isiah Harris at Kaiser Permanente NorCal?
Dr. Harris is friendly, approachable, knowledgeable, and funny. I can ask him any question and he will promptly have an answer. I can book a consultation, request a phone call, or my personal favorite: email through kp.org. He answers within 1 working day and makes notes for his team (in case they have to follow-up with me).
During treatment, were you treated like a number or a human with Isiah Harris at Kaiser Permanente NorCal?
Dr. Harris has a warm personality. He always greets me with a smile and listens to my questions/concerns.
Describe the protocols Isiah Harris used in your cycles at Kaiser Permanente NorCal and their degree of success.
I was diagnosed with PCOS. My husband was diagnosed with non-obstructive azoospermi (NOA). We knew we’d be using donor sperm and Dr. Harris said we could try IUI cycles or IVF ICSI. We are paying out of pocket so we opted for IUI. We knew the chances were slim (5-8%), but we had to try before seriously considering IVF ICSI. Before starting the IUI cycles, Dr. Harris and his team of Nurse Practitioners helped regular my thyroid hormone by taking Levothroid once a day. It took about 3 months to get my thyroid under control. Each IUI cycle consisted of: Femara 3 times a day for 5 days, vaginal scan to see if I was ovulating soon (periods are irregular), trigger shot in my belly (Ovidrel). All of this was painless and mildly uncomfortable. The vaginal scans and inseminations are uncomfortable. All 3 IUI resulted in negative pregnancy tests. We decided to move forward and try IVF ICSI. We have our date booked for January 6, 2019 and we’re looking forward to be under Dr. Hariss’ care.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Three different Nurse Practitioners did my IUIs. It wasn’t ideal, however, between managing both our work schedules and the NP’s availability, we had to work with what was available to us. Before, I was very receptive about who I would book my appointments with. Now, I am happy to take an appointment that works with our schedules and gets me pregnant! :)
Describe your experience with Kaiser Permanente NorCal.
The front office staff is amazing. The team is professional and patient. They swiftly get me checked in and ready for my appointment. Some patients attended the appointment with their baby and the staff would naturally congratulate them, but it stung a little bit. It felt inconsiderate for the staff to celebrate a baby in the wait room around patients who are there because we cannot get pregnant. Maybe the can have blank cards at hand saying: congratulations! Instead of talking about the baby’s arrival in front of patients.
Describe the costs associated with your care under Isiah Harris at Kaiser Permanente NorCal.
For the 3 IUI cycles we spent about $3,000 (including medication: insurance covered 50%). Plus, another $4000 for 3 vials of donor sperm. Currently we placed a deposit for $13,000 for IVF ICSI (cost of medications not included).
Describe Isiah Harris's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
This question isn’t applicable because we haven’t done IVF, but Dr. Harris did stress to me that he wants to do a single embryo transfer. We’re okay with that decision because we want to do what will be most safe for myself and the baby.
10
Doctor
Isiah Harris
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
3 of 5
Trustworthiness
5 of 5
Compassion
3 of 5
Explained risks
5 of 5
Adaptability
5 of 5
10
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
3 of 5
Billing Department
3 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
6 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2016 - 2017, Unsuccessful
NPS
1
NPS
1
Age 27 - 28
1 IUI
European
Income $50K - $99K
1st of 2 Docs
5 IUI With Other Docs
Donor Sperm
Doesn't Recommend
Doesn't Recommend
Unsuccessful
Dr. Shen was cold and clinical, which is fine, but frequently gave incorrect information or neglected to tell me details of my treatment all together. Each appoint,met was rushed and short. I often left with more confusion and questions than when I arrived at each appointment due to Dr. Shen's poor communication. She was not receptive to any of my feedback when sharing previous IUI procedures and experiences and was set on her idea of how to proceed with IUI.
Staff [at Kaiser - Fremont] forgot to give me paperwork required for intake. I faxed and emailed them multiple times but the documents were never received. Staff never told me the timing of my HCG trigger injection and never did an injection training with me. They also failed to call my letrozole prescription in to the pharmacy. Staff told me that for my IUI procedure I could bring my sperm (from a bank) with me at the time of my appointment. I asked multiple times and they all confirmed this was true. I got a call four hours prior to my IUI from the clinic demanding that I drive to their office with the sperm immediately because they apparently want to have it prior to the appointment. I had to abruptly leave work and wait at UPS until it arrived, since Kaiser won't accept sperm bank shipments at their offices. This adds to the cost and stress. When I expressed that I was upset with the last minute stress despite asking multiple times in advance to avoid this situation, staff and Dr. Shen shrugged and said that this always happens the first time so now I will know for next time. Also the number of mobile sperm was not shared with me until after the IUI and they were a subpar number. Dr. Shen insisted that Kaiser do the sperm wash rather than purchase pre-washed IUI sperm, and I feel that the lab must have damaged the sample and that this was bad advice. Dr. Shen told me after my IUI that next month when I wanted to come back the procedure will be better - almost as if she expected it to fail, which was extremely disappointing to hear immediately following and IUI. When the IUI was not successful, she only told me that there is a higher chance of it not working so I should not be surprised. She then asked if I wanted to do the same procedure with no changes. When I asked what we could do differently moving forward, she said there is nothing that can be done differently. Needless to say, this was one of my final interactions with this doctor.
How was your experience with Wen-Hui Shen at Kaiser Permanente NorCal?
Dr. Shen was cold and clinical, which is fine, but frequently gave incorrect information or neglected to tell me details of my treatment all together. Each appoint,met was rushed and short. I often left with more confusion and questions than when I arrived at each appointment due to Dr. Shen's poor communication. She was not receptive to any of my feedback when sharing previous IUI procedures and experiences and was set on her idea of how to proceed with IUI.
What's one piece of advice would you give a prospective patient of Wen-Hui Shen at Kaiser Permanente NorCal?
Be prepared to be treated like a number. Be prepared with thorough questions.
During treatment, were you treated like a number or a human with Wen-Hui Shen at Kaiser Permanente NorCal?
Dr. Shen did not acknowledge my personal situation or previous diagnosis(es) when telling me my treatment plan. My treatment plan was not a discussion and was not negotiable, and it felt as if she gave the same treatment plan to everyone who works with her. Dr. Shen only referenced statistics of people in my age range rather than specific treatment goals for someone in my unique situation.
Describe the protocols Wen-Hui Shen used in your cycles at Kaiser Permanente NorCal and their degree of success.
I did one IUI using letrozole and HCG trigger shot. Dr. Shen did not explain her rationale for this medication regimen even though I had done this previously without any resulting pregnancy. The IUI I completed with Dr. Shen did not result in a pregnancy or an answer to my years of infertility.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Nursing staff were cold and dismissive, similar to Dr. Shen. When Dr. Shen frequently did not communicate steps or instructions in my IUI procedure, they shrugged it off and said that Dr. Shen frequently forgets to tell patients crucial information. I was never able to reach them by phone and at least half of the messages I left were never returned.
Describe your experience with Kaiser Permanente NorCal.
I live in Oakland, so the commute was not ideal for me to Fremont. There is ample parking though so that's good. Staff don't answer phones and I left a message every time I called the office. Staff rarely returned my calls. I was not assigned a nurse or case coordinator so I just had to hope for any of the staff to follow up with me. The lack of communication was abysmal.
Describe the costs associated with your care under Wen-Hui Shen at Kaiser Permanente NorCal.
I did not have insurance coverage for my procedure or medications. My HCG shot was around $150.
Describe Wen-Hui Shen's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
We did IUI so this is not applicable.
What specific things went wrong at Kaiser Permanente NorCal?
  • Failed to call in prescriptions to pharmacy
  • Lost paperwork
  • Lost appointments
  • Failed to call with results
  • Provided conflicting information
  • Failed to convey critical information
  • Lost or damaged samples
Describe the specific things that went wrong at Kaiser Permanente NorCal.
Staff forgot to give me paperwork required for intake. I faxed and emailed them multiple times but the documents were never received. Staff never told me the timing of my HCG trigger injection and never did an injection training with me. They also failed to call my letrozole prescription in to the pharmacy. Staff told me that for my IUI procedure I could bring my sperm (from a bank) with me at the time of my appointment. I asked multiple times and they all confirmed this was true. I got a call four hours prior to my IUI from the clinic demanding that I drive to their office with the sperm immediately because they apparently want to have it prior to the appointment. I had to abruptly leave work and wait at UPS until it arrived, since Kaiser won't accept sperm bank shipments at their offices. This adds to the cost and stress. When I expressed that I was upset with the last minute stress despite asking multiple times in advance to avoid this situation, staff and Dr. Shen shrugged and said that this always happens the first time so now I will know for next time. Also the number of mobile sperm was not shared with me until after the IUI and they were a subpar number. Dr. Shen insisted that Kaiser do the sperm wash rather than purchase pre-washed IUI sperm, and I feel that the lab must have damaged the sample and that this was bad advice. Dr. Shen told me after my IUI that next month when I wanted to come back the procedure will be better - almost as if she expected it to fail, which was extremely disappointing to hear immediately following and IUI. When the IUI was not successful, she only told me that there is a higher chance of it not working so I should not be surprised. She then asked if I wanted to do the same procedure with no changes. When I asked what we could do differently moving forward, she said there is nothing that can be done differently. Needless to say, this was one of my final interactions with this doctor.
1
Doctor
Wen-Hui Shen
NPS
Humanity
1 of 5
Communication
2 of 5
Frequency Seen
2 of 5
Trustworthiness
2 of 5
Compassion
2 of 5
Explained risks
3 of 5
Adaptability
1 of 5
1
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
2 of 5
Scheduling
2 of 5
Billing Department
1 of 5
Nursing Staff
2 of 5
Clinic Atmosphere
1 of 5
Educational Resources
4 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2017, Successful
NPS
10
NPS
7
Age 42
2 IVF
European
Income $100K - $199K
Teacher
2nd of 2 Docs
2 IUI With Other Docs
Strongly Recommends
Neutral
Successful
Dr. Shen knew my treated my husband and I like we were long time friends. She always had time to answer questions and we felt like she was personally invested in our success.... She let us make decisions and always offered candid and compassionate advice when we struggled with choices. She was extremely professional and up to date on any new discoveries. Paired with her professionalism was a modesty and humbleness which made working with her easy during a difficult time. I
Monitoring was done on specific days and in the morning. The lab for blood work was in the next building. We'd do blood work, walk to the clinic, and wait about 20 mins- 1 hour for an ultrasound. Even with an ultrasound appointment. HINT: You can make a lab appointment which they will honor.... Even signing the paperwork and the class on how to do injections was poorly organized and left me feeling unprepared. HINT: I got my medication at the Disco Rex Walgreens in Palo Alto and they gave me a private tutorial on how to do injections. Much better than the nurses at Kaiser.
How was your experience with Wen-Hui Shen at Kaiser Permanente NorCal?
We interviewed 4 doctors in total including doctors in Marin and San Francisco. None of them compared to Dr. Shen. She let us make decisions and always offered candid and compassionate advice when we struggled with choices. She was extremely professional and up to date on any new discoveries. Paired with her professionalism was a modesty and humbleness which made working with her easy during a difficult time. I know for a fact that Dr. Shen is the reason I am pregnant now and enjoyed (if that's possible) working with her so much, I considered using her name as our child's middle name!
What's one piece of advice would you give a prospective patient of Wen-Hui Shen at Kaiser Permanente NorCal?
This process can be so daunting, trust Dr. Shen. She is both professionally knowledgable and down to earth. Choosing her is the one decision we never doubted.
During treatment, were you treated like a number or a human with Wen-Hui Shen at Kaiser Permanente NorCal?
Dr. Shen knew my treated my husband and I like we were long time friends. She always had time to answer questions and we felt like she was personally invested in our success.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
While Dr. Shen was top notch, the rest of the clinic staff had some drawbacks. I was frustrated many times by the procedures and protocols at the clinic. While they were friendly, I didn't find everyone to be as compassionate as they could be, especially considering this line of work. I remember crying on the phone trying to set up an appointment and they had a policy which wouldn't let me. It felt to me the policy was to see as many people as possible, rather than make relationships with the clients they had. Even signing the paperwork and the class on how to do injections was poorly organized and left me feeling unprepared. HINT: I got my medication at the Disco Rex Walgreens in Palo Alto and they gave me a private tutorial on how to do injections. Much better than the nurses at Kaiser.
Describe your experience with Kaiser Permanente NorCal.
You are there to see Dr. Shen. Unfortunately, the rest of the office is not up to her standard! The clinic is functional, not beautiful. It's clean and the lab is right there. This is not a glamorous place, but the job gets done!
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
Monitoring was done on specific days and in the morning. The lab for blood work was in the next building. We'd do blood work, walk to the clinic, and wait about 20 mins- 1 hour for an ultrasound. Even with an ultrasound appointment. HINT: You can make a lab appointment which they will honor.
10
Doctor
Wen-Hui Shen
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
4 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
7
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
3 of 5
Billing Department
4 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
3 of 5
Educational Resources
6 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2015 - 2016, Successful
NPS
10
NPS
8
Age 37 - 38
Male Factor
Ashkenazi Jewish
Income $200K - $499K
Doctor
3rd of 3 Docs
4 IUI With Other Docs
1 IVF With Other Docs
Strongly Recommends
Neutral
Successful
Doctor [Proctor] was open to my feedback about side effects and made some medication changes as a result...He always answered questions, at appointments or by e-mail. He was pleasant, down-to-earth, and realistic. I didn't wait for long in the waiting area. I also didn't feel rushed during appointments...I did a single-embryo transfer from a frozen embryo that was retrieved at another clinic. He was unsure of how to predict success given that the embryo came from elsewhere, but the cycle was ultimately successful.
[At Kaiser-Fremont] I did a single-embryo transfer from a frozen embryo that was retrieved at another clinic. He was unsure of how to predict success given that the embryo came from elsewhere, but the cycle was ultimately successful...They messed up a billing thing. When I contacted the doctor about it, he said he would let their billing person know, and that she would get back to me. That never happened. I still need to deal with the billing issue. Other than this, and what I have already described, everything was good.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
He always answered questions, at appointments or by e-mail. He was pleasant, down-to-earth, and realistic. I didn't wait for long in the waiting area. I also didn't feel rushed during appointments. Everything went smoothly. When I experienced some side effects, he was able to adjust the medication. I was very pleased, of course, to get pregnant and have my baby.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
I remember signing a form regarding the risks of IVF, and there was a wrong statistic on there. It said that 10% of babies from IVF would have birth defects, and it really scared me. When I contacted the doctor, he said that it was incorrect, and the risk was much lower, but they hadn't changed the wording on the document yet. Jeesh. I hope they have since changed it, but if not, consider this your heads up.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
Answered all my questions. Had a pleasant demeanor. I didn't wait too long in the waiting area. Doctor was open to my feedback about side effects and made some medication changes as a result.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
I did a single-embryo transfer from a frozen embryo that was retrieved at another clinic. He was unsure of how to predict success given that the embryo came from elsewhere, but the cycle was ultimately successful.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Things were mostly good with the nurses. Two exceptions, though. One was that they didn't warn me when in the cycle I would get my period. Maybe that should have been obvious to me (?), but I really didn't understand that I was going to get it right then, and it came when I was at the airport headed on a flight. Quite annoying. I wish they would have just explained that to me. The second was that I had a lot of pain injecting into my buttox. I had done these shots before without much pain. They really didn't help me figure out what was going on. They said apply hot, they said apply cold, they said massage. But it was really painful; I was limping around, and it hurt to sit and stand. Then, a friend suggested that the needle might not be the right size for me. That fixed it. But I was really in pain for a while, without help from the nurses (I asked them for help with this more than once).
Describe your experience with Kaiser Permanente NorCal.
They messed up a billing thing. When I contacted the doctor about it, he said he would let their billing person know, and that she would get back to me. That never happened. I still need to deal with the billing issue. Other than this, and what I have already described, everything was good. (Much better than my previous clinic!)
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
He was open to my preference.
10
Doctor
Jon Proctor
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
4 of 5
Adaptability
4 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
4 of 5
Billing Department
2 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
2015 - 2016, Unsuccessful
NPS
9
NPS
8
Age 34 - 35
2 IUI
1 IVF
Unexplained
European
Middle Eastern
Income $200K - $499K
Nurse or HC Services
2nd of 3 Docs
5 IUI With Other Docs
3 IVF With Other Docs
Strongly Recommends
Neutral
Unsuccessful
Dr. Harris is warm, friendly, knowledgable, and really partners with you...He did every monitoring ultrasound during IVF, and would make adjustments as he saw you...Dr. Harris is really incredible. He talks very fast, but he is so well versed in the research and gives rationale for why he wanted to do a protocol...He doesn't recommend lifestyle changes (ie supplements, diet, etc). However, he fully supports you if you want to do them... he always manages to light up the room with his infectious smile and laughter.
Kaiser does not assign you a primary nurse for IUIs or IVF. The IUIs are all done by rotating NPs-- all of whom are competent, kind, and engaging...For IUIs, they don't perform them on Sundays, so they'll do it a little early or late if the ideal time was a Sunday...They also made you pay to reserve your spot... I was surprised that it was the nurse who gave the results; not Dr. Harris...When the nurse called me with my beta, she told me I wasn't pregnant. However, I did have a low positive pregnancy test (17).
How was your experience with Isiah Harris at Kaiser Permanente NorCal?
Dr. Harris is really incredible. He talks very fast, but he is so well versed in the research and gives rationale for why he wanted to do a protocol. He did every monitoring ultrasound during IVF, and would make adjustments as he saw you. He tried to set expectations about how many he expected to retrieve and why he was making adjustments to the protocol. He batches patients so that he can do every ultrasound-- so he'll go from retrieval to ultrasound to transfer to ultrasound all day long. I'm pretty sure he doesn't sleep for 3 weeks at a time. However, he always manages to light up the room with his infectious smile and laughter.
What's one piece of advice would you give a prospective patient of Isiah Harris at Kaiser Permanente NorCal?
He doesn't recommend lifestyle changes (ie supplements, diet, etc). However, he fully supports you if you want to do them. He knows how out of control this feels and will support you if want to try to find some control. So please be honest with your supplements; he'll give you an honest opinion about when to start/stop them during your cycle.
During treatment, were you treated like a number or a human with Isiah Harris at Kaiser Permanente NorCal?
Dr. Harris is warm, friendly, knowledgable, and really partners with you. He shares pieces of his life with you, knows who you are, and asks about partner/life/work.
Describe the protocols Isiah Harris used in your cycles at Kaiser Permanente NorCal and their degree of success.
I did a couple of injectable IUIs where the lead follicle stopped growing with a step-down approach (meaning I started at higher doses and then decreased the dose). Based on this data, he made some adjustments to my IVF protocol. We did the antagonist protocol. We started with 150 follistim/150 menopur and then added in the ganirelix after day 6 or 7 of stims. We increased the dose of one or the other med at each appointment, with my max being 375 for both meds by the end. We did ICSI just as a precaution and I'm glad we did; it just took the guesswork out of it. We expected 12 mature eggs, but only ended up with 8 (this was a huge blow!). 7 fertilized and all 7 were growing well at day 3, so we opted for a day 5 transfer. When we got to transfer, we spoke with Dr. Harris and the embryologist who informed us that we had an early blast and a morula. Both of these were a little behind where they "should" have been. All the rest had already arrested or were so far behind they most likely wouldn't make it. They encouraged us to transfer both despite our terror of twins. He did the transfer and then he has a little dance/ritual he does over all his patients after transfer (waving his hands over your abdomen-- maybe a little prayer?) I loved it; as I really felt he was giving us extra love (even if medically it doesn't make a difference). Unfortunately we did not have anything to freeze and our transfer ended in a chemical pregnancy.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
Kaiser does not assign you a primary nurse for IUIs or IVF. The IUIs are all done by rotating NPs-- all of whom are competent, kind, and engaging. The IVF nurses reinforce what Dr.Harris just told you when he did your ultrasound. I was surprised that it was the nurse who gave the results; not Dr. Harris. Unfortunately, they informed me I was not pregnant (beta 17) and to stop all meds. I now understand that while the chance of sustaining the pregnancy is almost nothing; I was technically pregnant. I wish they would have told me to continue meds and re-test in 2 days (rather than stop and re-test a week later) I'm 99% sure the outcome would have been the same, but I wish they would have given it a shot. And I didn't know enough to push for it.
Describe your experience with Kaiser Permanente NorCal.
Kaiser is a well oiled machine. For all fertility workup, it's pretty standardized, meaning they do initial blood work, semen analysis, saline sonogram, HSG, and hysteroscopy regardless of diagnosis (I think). I never felt like diagnostic testing was hard to get or was missed. For IUIs, they don't perform them on Sundays, so they'll do it a little early or late if the ideal time was a Sunday. For IVF, it's a full 7 day/week system. They batch patients as the Dr does every ultrasound and you see him at every visit. Unfortunately, that meant a pretty long wait in between cycles. But, that does mean a ton of face time with your dr and consistent scans. They also made you pay to reserve your spot. This meant we paid almost 6 months before cycling (which was a nice break), but now I wish we had gone somewhere else or paid for IVF while still doing IUIs to not have that long break. We ended up switching clinics simply because we couldn't do another 6 month break before cycling again. If we could have cycled more quickly, we would have stayed with Dr. Harris and Kaiser.
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
The monitoring could take 10 mins or 3 hours. Since Dr. Harris does all of his own monitoring, he would go from retrieval to ultrasound to transfer to ultrasound. It was great that you always saw your doctor, but it could lead to some very LONG waits. Additionally, you're given a specific time for monitoring, but it's actually first come/first serve. So ignore the time you're given and just show up as early as possible.
Describe the costs associated with your care under Isiah Harris at Kaiser Permanente NorCal.
Fertility workup, IUIs were all covered under insurance, so very minimal. IVF was completely out of pocket. I believe it was about 12k for IVF + ICSI. Meds were separate and ended up at about 6k.
Describe Isiah Harris's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
He favors eSET, but since both of our embryos were a little behind (early blast and morula) he felt that the morula would probably NOT make it, so it was less risky.
What specific things went wrong at Kaiser Permanente NorCal?
  • Provided conflicting information
  • Failed to convey critical information
Describe the specific things that went wrong at Kaiser Permanente NorCal.
When the nurse called me with my beta, she told me I wasn't pregnant. However, I did have a low positive pregnancy test (17). Granted, I don't think it would ended in a live birth, but there's a difference between less than 0 and 17. It proved I could GET pregnant (the first time I ever was) and that information changed the way I thought about the cycle and subsequent cycles. I wish they would have communicated that to me and allowed me to stay on meds and re-test 2 days later rather than stopping all meds and re-test a week later.
9
Doctor
Isiah Harris
NPS
Humanity
5 of 5
Communication
5 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
4 of 5
Adaptability
5 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
1 of 5
Billing Department
5 of 5
Nursing Staff
4 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
2015 - 2016, Successful
NPS
10
NPS
9
Age 34 - 35
1 IVF
Male Factor
European
Income $100K - $199K
4th of 4 Docs
5 IUI With Other Docs
Strongly Recommends
Strongly Recommends
Successful
Dr. Tan took time to explain things, was always very friendly and on an occasion he thought I may nervous he called me at home after normal work hours to check on me and help explain things in more details. Although he was seeing lots of other patients for IVF I always felt like he cared about me and knew my case...He really took time to ensure I was ok, and explained everything wonderfully. He was very personable and although he gave lots of details about success rates or lack thereof, he did it in a very professional and sensitive manner and no in a doom and gloom way. Great bedside manner...
All the nurses [at Kaiser - Fremont] are very friendly and nice and truly seem to understand how difficult infertility can be.Everyone was scheduled at a certain time so it could be a long wait, but they were really quick and we got to meet with the actual Dr for each appointment so I did not mind. Plus you could check in and then do your bloodwork while you waited...
How was your experience with Orkun Tan at Kaiser Permanente NorCal?
Although there was a little language barrier at times, it was very minimal and only really happened when I asked really random questions about certain fad diets/workouts. He was a great Dr. and I was sad when I left his care to move to my regular OB. He really took time to ensure I was ok, and explained everything wonderfully. He was very personable and although he gave lots of details about success rates or lack thereof, he did it in a very professional and sensitive manner and no in a doom and gloom way. Great bedside manner.
What's one piece of advice would you give a prospective patient of Orkun Tan at Kaiser Permanente NorCal?
If you have a question ask him, he is more than willing to answer it.
During treatment, were you treated like a number or a human with Orkun Tan at Kaiser Permanente NorCal?
Dr. Tan took time to explain things, was always very friendly and on an occasion he thought I may nervous he called me at home after normal work hours to check on me and help explain things in more details. Although he was seeing lots of other patients for IVF I always felt like he cared about me and knew my case.
Describe your experience with Kaiser Permanente NorCal.
It was great that ever appointment I saw Dr Tan. All the nurses are very friendly and nice and truly seem to understand how difficult infertility can be.
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
Everyone was scheduled at a certain time so it could be a long wait, but they were really quick and we got to meet with the actual Dr for each appointment so I did not mind. Plus you could check in and then do your bloodwork while you waited.
What specific things went wrong at Kaiser Permanente NorCal?
  • Failed to call with results
Describe the specific things that went wrong at Kaiser Permanente NorCal.
I was mainly seen at the San Ramon Satellite office and that office was great, no complaints at all. Had to go to the Fremont Office for weekend appointment and for the IVF retrieval and transfer and the staff there was not as personable as the San Ramon office.
10
Doctor
Orkun Tan
NPS
Humanity
5 of 5
Communication
4 of 5
Frequency Seen
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
9
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
5 of 5
Billing Department
4 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2014 - 2015, Successful
NPS
10
NPS
8
Age 29 - 30
1 IVF
Anovulation
Male Factor
PCOS
Native American
Income $50K - $99K
3rd of 3 Docs
5 IUI With Other Docs
Strongly Recommends
Neutral
Successful
She [Dr Shen] managed my cycle beautifully. I was at risk for OHSS and was still able to do a fresh transfer and I credit a lot of that to how well she managed my response to the meds, which can be very unpredictable. She was very competent and explained everything to us in detail.
The office [Kaiser Fremont] itself is not the best at communicating as you often had to leave messages and get called back and they batch cycle which is frustrating but Dr. shen was amazing and worth the inconvenience for me....You see different nurses each time so I didn't have a point person. The communication system was a bit frustrating because it involved leaving messages and getting called back. The nurses during my procedures were wonderful and they all were very compassionate and helpful.
How was your experience with Wen-Hui Shen at Kaiser Permanente NorCal?
She managed my cycle beautifully. I was at risk for ohss and was still able to do a fresh transfer and I credit a lot of that to how well she managed my response to the meds, which can be very unpredictable. She was very competant and explained everything to us in detail. The office itself is not the best at communicating as you often had to leave messages and get called back and they batch cycle which is frustrating but Dr. shen was amazing and worth the inconvenience for me.
What's one piece of advice would you give a prospective patient of Wen-Hui Shen at Kaiser Permanente NorCal?
The batching is worth it because it means she handles all aspects of your care. Even routine ultrasounds with her were much better than with other REs I have seen and she was wonderful throughout all our procedures.
During treatment, were you treated like a number or a human with Wen-Hui Shen at Kaiser Permanente NorCal?
She does all monitoring for the cycle herself and was involved in all aspects of our ivf cycle. She listened to us and answered all of our questions when I came in with 4 pages of them and was patient and kind the whole time.
Describe the protocols Wen-Hui Shen used in your cycles at Kaiser Permanente NorCal and their degree of success.
Antagonist protocol, 150 gonalf 75 menopur. I have pcos so we needed the option of a lupron trigger which we used but my ovaries tend to be resistant to stims so we did this higher dose than normal for a pcos patient and stimmed for 12 days.
Describe your experience with the nursing staff at Kaiser Permanente NorCal.
You see different nurses each time so I didn't have a point person. The communication system was a bit frustrating because it involved leaving messages and getting called back. The nurses during my procedures were wonderful and they all were very compassionate and helpful.
Describe your experience with Kaiser Permanente NorCal.
It is off the kaiser campus in an office building across the street. The receptionist is great and very sweet. The price structure is clear and communicated really well.
Describe the costs associated with your care under Wen-Hui Shen at Kaiser Permanente NorCal.
10k flat fee for ivf and $1190 for icsi.
10
Doctor
Wen-Hui Shen
NPS
Humanity
4 of 5
Communication
3 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
4 of 5
Explained risks
5 of 5
Adaptability
5 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
4 of 5
Scheduling
3 of 5
Billing Department
3 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
5 of 5
Educational Resources
5 of 5
2012 - 2015, Successful
NPS
10
NPS
9
Age 31 - 34
1 IVF
Male Factor
Unexplained
European
Income $200K - $499K
4th of 4 Docs
7 IUI With Other Docs
1 IVF With Other Docs
Strongly Recommends
Strongly Recommends
Successful
Dr. Proctor remembered my info from visit to visit. I got complete explanations about what was going on without even having to ask. He was kind in his delivery of news, but never overly optimistic or creating false hopes. The IVF cycle was successful. We went back in late 2015 hoping to do a FET with our one frozen embryo; it didn't survive thawing. Dr. Proctor told us himself and he and the embryologist explained what had likely happened. I felt that he handled it quite well.
I liked my doctor [at Kaiser], the couple of other doctors that I've met, and the nursing staff and care coordinators. The biggest weakness is the wait time which has hovered around 6 months for years. Also, the billing folks occasionally have issues (although in my case that tended to be forgetting to charge me for things)...Monitoring appointments are go to the lab across the street when it opens, then come in for monitoring. If you don't want to wait, you have to be early (7am). Not my favorite method, but I get that it is designed for people who have to get to work.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
I ended up with Dr Proctor because in 2012 when I went to the Kaiser clinic, he had a cancellation in his current cycle and they offered the slot to me. It turned out to be a great decision. We had cycled with a doctor at Stanford a couple of years prior and the difference was night and day. Dr. Proctor remembered my info from visit to visit. I got complete explanations about what was going on without even having to ask. He was kind in his delivery of news, but never overly optimistic or creating false hopes. The IVF cycle was successful. We went back in late 2015 hoping to do a FET with our one frozen embryo; it didn't survive thawing. Dr. Proctor told us himself and he and the embryologist explained what had likely happened. I felt that he handled it quite well.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
I think he is a great doc, but he might not be for you if you need a lot of sugar coating on things. Also, the wait is currently long.
Describe your experience with Kaiser Permanente NorCal.
I liked my doctor, the couple of other doctors that I've met, and the nursing staff and care coordinators. The biggest weakness is the wait time which has hovered around 6 months for years. Also, the billing folks occasionally have issues (although in my case that tended to be forgetting to charge me for things).
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
Monitoring appointments are go to the lab across the street when it opens, then come in for monitoring. If you don't want to wait, you have to be early (7am). Not my favorite method, but I get that it is designed for people who have to get to work.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
Base cost for the IVF was just over $9000; my meds were another almost $5000; ICSI was $1000. This was in 2012.
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
I remember being told that they would not transfer more than 2 embryos in a patient my age (I was 30 at the time). They gave me the option of eSET and a thorough explanation of the risks, but I elected to transfer 2 and given my history didn't get any pushback.
10
Doctor
Jon Proctor
NPS
Humanity
5 of 5
Communication
4 of 5
Frequency Seen
5 of 5
Trustworthiness
5 of 5
Compassion
5 of 5
Explained risks
5 of 5
Adaptability
5 of 5
9
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
4 of 5
Billing Department
3 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5
Verified
Verified

This patient has provided documentation of treatment at this clinic.

2016 - 2018, Unsuccessful
NPS
4
NPS
4
Age 30 - 32
1 IUI
Unexplained
European
Income $100K - $199K
Teacher
1st of 3 Docs
IVF With Other Docs
Doesn't Recommend
Doesn't Recommend
Unsuccessful
Dr. Tan knows his stuff about ivf and treatment. He was supportive to our wants and needs and did as we asked. As I said before he was difficult to get an appointment with since he is the main dr. He was our main dr. But we really did it see him often. Expect for our first consult and final consult regarding ivf ... He spoke will and seemed to know my case didn’t see him often because he’s the main ivf dr for kaiser in our area
They [Kaiser Permanente] did not let me know about possible issues with my tubes until after we had done numerous cycles and spent months trying. ... You are treated as a number not as a person. Appointments are not flexible and rarely convenient for patients. After going to the clinic for three years some of the staff still didn’t recognize me. They put you on a schedule that fits them instead of working with you.
How was your experience with Orkun Tan at Kaiser Permanente NorCal?
Dr. Tan knows his stuff about ivf and treatment. He was supportive to our wants and needs and did as we asked. As I said before he was difficult to get an appointment with since he is the main dr. He was our main dr. But we really did it see him often. Expect for our first consult and final consult regarding ivf
What's one piece of advice would you give a prospective patient of Orkun Tan at Kaiser Permanente NorCal?
Don’t expect to see him regularly. You’ll be pushed around to other dr.
During treatment, were you treated like a number or a human with Orkun Tan at Kaiser Permanente NorCal?
He spoke will and seemed to know my case didn’t see him often because he’s the main ivf dr for kaiser in our area
Describe the protocols Orkun Tan used in your cycles at Kaiser Permanente NorCal and their degree of success.
Our plan was clomid and regular intercourse, then we tried clomid and iui. I got pregnant but it was ectopic. Spent three horrible months waiting to find out if I was miscarrying. Had an emergency tube removal then a couple months later started treatment again with menopour 3 vials four 7 days, then hcg trigger and iui. We did this treatment 5 or 6 times. No luck.
Describe your experience with your nurse at Kaiser Permanente NorCal. (Assigned nurse: Laura)
Nurses were helpful in the process but weren’t personal.
Describe your experience with Kaiser Permanente NorCal.
You are treated as a number not as a person. Appointments are not flexible and rarely convenient for patients. After going to the clinic for three years some of the staff still didn’t recognize me. They put you on a schedule that fits them instead of working with you.
Describe the costs associated with your care under Orkun Tan at Kaiser Permanente NorCal.
Cost we’re 50% covered by insurance
What specific things went wrong at Kaiser Permanente NorCal?
  • Failed to call in prescriptions to pharmacy
  • Failed to convey critical information
Describe the specific things that went wrong at Kaiser Permanente NorCal.
They did not let me know about possible issues with my tubes until after we had done numerous cycles and spent months trying. That was the last straw. They also forgot to order blood test and sometime failed To explain prescriptions.
4
Doctor
Orkun Tan
NPS
Humanity
3 of 5
Communication
3 of 5
Frequency Seen
3 of 5
Trustworthiness
3 of 5
Compassion
2 of 5
Explained risks
4 of 5
Adaptability
2 of 5
4
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
3 of 5
Scheduling
1 of 5
Billing Department
4 of 5
Nursing Staff
3 of 5
Clinic Atmosphere
3 of 5
Educational Resources
5 of 5
Successful
NPS
8
NPS
8
1 IVF
Diminished Ovarian Reserve
Endometriosis
Unexplained
Income $100K - $199K
Architect
3rd of 3 Docs
4 IUI With Other Docs
Neutral
Neutral
Successful
My husband and I liked how Dr. Proctor was honest in his approach and was not trying to sell us on additional treatments. He was honest about the success rate and he was also straightforward about whether genetic testing was worth the extra costs or not ...He is skilled and honest and we had a good experience with him... I didn't have a very emotional connection with him but I got that with the nurses so I felt fine about that.
I felt that the nursing staff [at Kaiser - Fremont] was great and very supportive. They were always friendly and compassionate...The clinic is in a nice building and was clean and comfortable... [Re: monitoring appointments] I didn't love this aspect but in the end it worked fine. There was just one day that I got there a bit later and I had to wait almost two hours...When going to this clinic, see it as a whole team.
How was your experience with Jon Proctor at Kaiser Permanente NorCal?
My husband and I liked how Dr. Proctor was honest in his approach and was not trying to sell us on additional treatments. He was honest about the success rate and he was also straightforward about whether genetic testing was worth the extra costs or not (for us, we ended up not seeing the added value for how much more money it was but it all depends on the circumstances). Other clinics we went to during our research, really tried to sell people on the genetic testing but Dr. Proctor was not like that. During my visits, as I mentioned, I felt he was a bit overworked at the time but he was always present. When the cycle was not going so well at first, he made adjustments and I could see that he had to make a decision based on a gut feeling & probably prior experience on whether I should take meds for another day or not. I had no idea what to do in that situation so had to trust him, which I did, and I ended up getting pregnant. I didn't have a very emotional connection with him but I got that with the nurses so I felt fine about that. Having gone through a lot before this point, I understand that the doctor being skilled and experienced is more important than him/her being my emotional support. I can get that elsewhere. I am paying for a professional, skilled IVF doctor; not a therapist.
What's one piece of advice would you give a prospective patient of Jon Proctor at Kaiser Permanente NorCal?
When going to this clinic, see it as a whole team. What you may not get from Dr. Proctor (emotional support, touchy feely etc.), you can get from the nurses, family/friends, etc. He is skilled and honest and we had a good experience with him.
During treatment, were you treated like a number or a human with Jon Proctor at Kaiser Permanente NorCal?
I felt that Dr.Proctor was friendly & personable but he also seemed to be a bit overloaded & tired at the time. He was working A LOT during the time I saw him. I saw him after he took a two week vacation and I definitely saw a difference in his energy level & emotional connection to me. I was also confirmed as pregnant at that time so I think he was also happy that we had a successful cycle and felt accomplished.
Describe the protocols Jon Proctor used in your cycles at Kaiser Permanente NorCal and their degree of success.
I unfortunately don't remember all of the specifics of what type of meds/dosages I took. But probably a third of the way through, he increased my dosage to the maximum since I was not producing eggs on the right side (I had ovarian cyst removal on that side so not surprising). This did help with the egg production but I still didn't produce a ton of eggs. Towards the end of my injection cycle, I had 4 really good eggs on the left side and he wondered if we should do one more day of injections in order to see if the right side would catch up... but in the end, he decided to NOT do this in order to not risk compromising those 4 eggs that were ready and looking good. In the end, we ended up with 4 great embryos (one of which is due to be born in two weeks!), and although we can't prove this, Dr. Proctor believes that those 4 embryos were most likely from those 4 great eggs. This is a decision he made that could have gone the other way- he could have decided to go another day of meds and those eggs could have been compromised. Even though I did not produce a ton of eggs (7 total), 5 fertilized and 4 became embryos which is a really great outcome considering the low amount of eggs.
Describe your experience with your nurse at Kaiser Permanente NorCal.
I felt that the nursing staff was great and very supportive. They were always friendly and compassionate. There was one day in particular that I was upset and started to cry since my cycle was not going well at the moment. I was standing in the hall so she had me go into one of the offices and her & another nurse let me be emotional and they comforted me. What I liked the most was that they didn't give me false hope or the opposite. One of the main coordinators said, "You only need one good egg. Just stay hopeful but grounded" and I thought that was very good advise. I really appreciated their support especially in that moment.
Describe your experience with Kaiser Permanente NorCal.
The clinic is in a nice building and was clean and comfortable. It's a little confusing on how to enter the building sometimes. If it's before the actual building is open, you have to be let in through an intercom and that was strange sometimes.
Describe your experience with your monitoring appointments at Kaiser Permanente NorCal.
I didn't love this aspect but in the end it worked fine. There was just one day that I got there a bit later and I had to wait almost two hours. Luckily it was a day I didn't have to work so it wasn't as bad. But even when you had to wait, there was a nice waiting room with seating etc.
Describe the costs associated with your care under Jon Proctor at Kaiser Permanente NorCal.
$15,000
Describe Jon Proctor's approach to eSET (elective single embryo transfer) vs. multiple embryo transfer at Kaiser Permanente NorCal.
Dr. Proctor did say that someone my age (39 at the time of transfer), would normally put 2-3 eggs in. My husband and I had done research and decided to just put one embryo in for this first transfer. If it hadn't of worked, we may have done two the next time. But for this first transfer, that is what we did. Dr. Proctor left the decision to us and did not try to convince us otherwise. I told him our rationale (riskier pregnancy for babies and mom, very hard and expensive to have two babies especially where we live, we don't have family nearby to help us, etc. ) and he agreed those are major factors to consider when deciding. He respected our decision.
8
Doctor
Jon Proctor
NPS
Humanity
3 of 5
Communication
4 of 5
Frequency Seen
5 of 5
Trustworthiness
4 of 5
Compassion
3 of 5
Explained risks
5 of 5
Adaptability
5 of 5
8
Clinic
Kaiser Permanente NorCal
Fremont
NPS
Operations
5 of 5
Scheduling
5 of 5
Billing Department
2 of 5
Nursing Staff
5 of 5
Clinic Atmosphere
4 of 5
Educational Resources
7 of 5

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