DISCLAIMER: Long review but worth the read! Skip to the bottom for my conclusion.
I've visited this office twice & am sharing feedback based on over a decade of experience running high-caliber medical PRIVATE practices across California (LA and SF)--including dermatology, plastic surgery, and hair restoration. As a Practice Director, I've renovated practices and led admin & clinical teams (10-50 ppl) across multiple locations, so I know what quality care and operational excellence should look like in healthcare. It should always be white gloved, elevated and premium care ESPECIALLY if your fees are high.
Positives:
Appointments ran on time (patients should always expect a 20-30 min wait at any doctor's office) & staff, including Dr. Tristan, were polite & respectful.
Dr. Tristan was knowledgeable, direct, & even handled a patient emergency in the lobby with professionalism on my first visit.
The first desk was so understanding & rescheduled my initial second appointment without charging a fee when I hit traffic--much appreciated.
Grade for professionalism & timeliness: B-/C+ (Average)
Negatives:
Cleanliness & Office Conditions
The office needs a deep clean and/or renovation--dim lighting, cheap lobby chairs & floors, dusty equipment, flies in the treatment room (swatting one in away in front of doc today) unsanitary foot pedal covers.
I could hear another patient's conversation through the vents--a serious privacy (HIPAA) concern.
Walls and doors were visibly marked (dark or cracked), the TV in lobby was off/broken, and overall, the space felt neglected.
The clinical staff was genuinely sweet, helpful, and caring--with well-groomed appearances, clean makeup, and neat hair. That said, the overall presentation could benefit from an elevated, more polished look that better reflects the standards of a Santa Monica practice. A simple upgrade such as providing new scrubs and shoes would not only boost team morale but also enhance the visual professionalism of the office, especially when paired with a deep clean, fresh paint, and updated lighting (or full-blown remodel).
Grade: D-
Not an F because I don't think the staff & Dr. T don't care, but it felt unaware and unpolished.
Billing & Admin Fees
At my first visit, I was charged for copay, cultures, & sent bills for lab work (post visit), even with good insurance--understandable, but transparency was lacking.
The real issue came at my second visit, when I was unexpectedly told to pay a $800/year "Administrative Fee." This was not clearly disclosed, discussed, or justified during my initial visit. Yes, I was given the paperwork to sign; however, anything outside the norm (regarding payment) needs to be highlighted and pointed out! That in itself is a more transparent concierge service!
The admin fee states it covers things that are typically already included in standard patient care e.g.:
1. Prescription call ins- takes 2 mins to call in an Rx
2. Referrals - Drs. trade referrals
3. Emergencies - Somewhat understandable. (not worth $800 a patient for the year)
4. Processing Insurance - That is the obligation of the office, so you are billing my insurance and charging me TO BILL MY INSURANCE?
5. Dr. availability - Doctors set their own hours?!? You have emergency line to ensure your patients safety and/or PA/NP on standby if unavailable, that is considered concierge service, which most offices don't charge for.
6. Continuity of care- Seeing Dr. T (unless told) is expected/norm in aesthetically pleasing polished clean (not there) private practice that is charging. Explanation fluffed!
I've managed practices with & w/o insurance, I know when something's off. If this were a concierge model, I might understand with an insurance-based practice, but this felt like an upsell without the experience to back it.
Grade: F for cost transparency and fee justification.
Additional Red Flags:
I was told I had an infection (something that affects 1 in 3 women) but not inherently alarming (like others have yelped) due to the infection (non STI/STD) probably in 1/3 population of women can happen several times a year.
However, I DID notice many other black women on Yelp reporting negative experiences here, and as a biracial (black & white) woman, I find this pattern too consistent to ignore. Racial bias should never have a place in care delivery.
Final Grade: D (Below Average)
Conclusion:
Despite some positive experiences with Dr. Tristan and the front desk, the office overall feels outdated, unsanitary, and lacks the professionalism you'd expect--especially with a steep $800 admin fee
and Santa Monica price tag. The experience simply did not match the cost or expectations for a female-led, female-focused/patients first private practice.
I will not be returning. If you're okay with high fees and a subpar environment, this may work for you--but it wasn't for me. read more