I have never had a healthcare experience this frustrating or dehumanizing…read more
On August 13, 2026, I contacted Family Health Centers of San Diego because I needed to establish primary care and obtain a referral to a nutritionist at the recommendation of my psychologist-therapist. I was scheduled to see Donald Beeler, NP at Hillcrest Family Health Center on August 20. Before that appointment, however, I was contacted by the scheduling team and told that Beeler was a temporary provider who was not accepting long-term primary care patients. I was therefore rescheduled with Dr. Margaretta Gergen for September 29--over a month later.
Then, shortly before that appointment, I was contacted again and told that Dr. Gergen was not accepting patients either. I was rescheduled for October 1 with Dr. Gerald Coronado.
Today, October 1, I arrived at Hillcrest Family Health Center with my paperwork and having already completed the electronic check-in. I spoke with the front desk at 10:58 AM. I was told that my appointment was scheduled for 10:50 AM and that I was considered late. I was also told that Dr. Coronado may have taken a walk-in patient because of this. I was surprised that there apparently was no grace period, but I accepted that and told them I was happy to wait.
So I waited.
For more than 40 minutes.
At approximately 11:40 AM, the front desk called me over and informed me that Dr. Coronado could not actually see me because he was a temporary provider at the location and was not accepting primary care patients. In other words, after spending weeks waiting for this appointment, arriving at the clinic, completing my check-in, and sitting in the waiting room for over 40 minutes, I was once again told that the appointment could not happen because of an issue with the provider's availability that apparently should have been known before I was scheduled with him.
The front desk staff member did explain that Dr. Coronado could see me for an immediate issue, but not establish me as a regular primary care patient. I asked to speak with a supervisor, Marina. While Marina was making calls to try to figure out what could be done, a security guard came upstairs and began watching me and monitoring my reaction. I was not threatening anyone, causing a disturbance, or behaving aggressively. I was simply a patient who had just been told, after waiting over 40 minutes, that I could not be seen.
To be fair, the front office staff did acknowledge and apologize for the repeated scheduling problems I had experienced. I was also told that Hillcrest FHC is a training site where many resident physicians and temporary providers work for limited periods rather than serving as long-term primary care providers. If that is the case, patients should be informed of that BEFORE they are scheduled--not after they have waited weeks for an appointment.
The one genuinely positive part of this experience was Assistant Director Rosa Sandoval. After I asked for help, she came upstairs, personally spoke with me, and took me to her office. She apologized profusely and told me that she did not want my first experience with Hillcrest FHC to reflect the clinic's standards. She asked what she could do to make the situation right and said she would speak with her team so that this would not happen to future patients. I appreciated her taking the time to listen and take responsibility for the situation.
Unfortunately, the solution still means waiting even longer. I told Ms. Sandoval that I was willing to see ANY primary care provider anywhere in San Diego County if it meant finally being established with a doctor rather than repeatedly being pushed toward urgent care or the emergency room. She found me an appointment with their new hire, Dr. Stephen Rueda, on October 20--three more weeks from now. I was willing to go anywhere in the county to be seen sooner, but I was encouraged to remain with Hillcrest FHC.
That means I will have waited more than two months from my original request on August 13 simply to establish primary care.
I understand that healthcare systems are complicated, providers change, and scheduling mistakes happen. What is unacceptable is the cumulative effect of repeatedly making the patient absorb those mistakes. I did everything I was asked to do. I called when instructed, accepted multiple rescheduled appointments, completed my paperwork and electronic check-in, arrived at the clinic, waited patiently, and was still turned away because of circumstances that were apparently known or foreseeable to the clinic.
Patients' time matters. Patients' trust matters. And when someone is actively trying to establish consistent primary care, repeatedly telling them to wait weeks or months and then informing them at the last minute that the provider cannot actually take them as a patient is incredibly discouraging.
I sincerely hope Hillcrest Family Health Center addresses its scheduling and provider-assignment practices.
