Sansum Clinic Foothill Ophthalmology

I have been a patient at Sansum for years, currently in the ophthalmology for four years, I've never had a bad experience there. The front desk has always been extremely helpful and gone out of their way to accommodate my needs. They are going through a transition and I think the front desk is doing a tremendous job with the phones. We need to be patient with them and put ourselves in their shoes.

Very disappointed with my experience at Sanum Ophthalmology (and at Sutter Health on the whole). I tried switching to Sansum from a different ophthalmologist, hopeful for better treatment for a chronic eye issue. Dr. Jacobsen was dismissive of my symptoms and would not treat it, making the the visit a waste of time and money. He then referred me to see a different ophthalmologist at the same practice, who was booking out over 6 months. When I tried to challenge the bill for this visit and voice my concerns, it went nowhere. It was impossible to get someone to advocate for me at the clinic or even get a call back from them.

I would have given Sansum Ophthalmology five stars until recently when I tried to make an appointment with Dr Jacobson, whom I have seen for about ten years. He removed my cataracts and was treating my glaucoma. Staff just said he was no longer with them, and suggested I see one of their optometrists instead! Today I see they have actually closed the whole office down!! What is going on?

Definitely experiencing negative issues due to the Sutter Health takeover of the Sansum Clinic. I called a few hours to check on an authorization with regard to new symptoms, and the phone queue was 20 callers. I requested a callback, which was just received at 5:11pm local; the caller sounded like they were outside or moving -- lots of wind-like noise -- and they hung up after I loudly said "Hello" several times. Other post-Sutter Health takeover issues have included appointment difficulties and authorization clearing-up difficulties. The once great and highly recommended Sansum Clinic front office is clearly on a Big Corporation downward trend with regard to human interactions. Along with communication issues come more morale issues and customer issues -- typical Big Corporation ambivalence toward both employees and customers. Their doctor staff is changing which may or may not be related. To be determined.

Had my cataracts removed by Dr. Jacobson and his team and the entire experience could not have been better. The pre-op process was efficient and well organized and I came out of each procedure with perfect vision and was in my office an hour later. No pain at all during the operation. Excellent follow-up care. An example of how modern medical technology and practice by outstanding practitioners has improved society.

Over the past year I've had a wonderful experience at Sansum Clinic Foothill Eye Center. Dr. Jacobson and his team have been very professional, helpful and friendly at all steps of my cataract removal surgery, from initial check ins and eye exams to the surgery itself. I wholeheartedly recommend the Sansum Clinic Foothill Eye Center for your cataract removal procedure.

I have keratoconus and wear hard contact lenses. Very few drs treat my condition. Unfortunately, my dr retired and I had to look for another dr and I am still looking for one. I called almost every office in the Santa Barbara area only to discover that not a single dr treats my condition. After a long search, I was recommended to Dr Kastev by a patient of his who got a corneal transplant through him. When i called to make my appointment, I specially told the receptionist what my condition (keratoconus) was and asked if dr Kastev treated my condition. She told me yes and I made my appointment. (I am full time student and don't have a lot of income but I been saving to pay for a treatment that would help me see and would eliminate the constant irritation and pain caused by my contact lenses which need to be replaced). Few weeks later, I get a called that I need to be rescheduled and that was fine with me. Until, I was as contacted two additional times to reschedule my appointment and the next available appointment was not until a month from the previous date. It took me three months to finally get an appointment that they would not keep rescheduling. This appointment happened to be the week before finals but I had no choice I had to take what ever they were giving me even thought I had initially made my appointment three months prior to the date I was seen. Then I though that this dr must be really really good because he is always so busy so I figured it was worth the wait, since, he was the only one that treated keratoconus near me. When the day of my appointment finally arrived, I was there very early. Almost enthusiastic, waiting to be seen and finally put and end to my pain. I waited, waited, and waited. I noticed that people who arrived after me and had appointments after mine were called in first. I waited a total of two hours with no update. ( I volunteer as a dr's assistant and I have never made a patient wait for for long specially without an apology and update, I try to be considerate and respectful to every patient's time). So I got up and express to the receptionist that I had Finals and I needed to study go to class. I asked how much longer it would take. A few minutes later I got called in. When dr Kastev finally walks in to see me. He looks at my file and says "sorry, I don't treat keratoconus, let refer you to someone else". He uses his computer and googles a dr in Los Angeles (not near me) writes the dr's info in a sticky note and hands me the sticky note. That was it. Just like that, I spent somewhere about $300 in less than five minutes. It was such a bad experience for me that I am fearful to visit other drs because those $300 cost me so much to earn. I spent my last week of school almost starving because of how much I had spent just to be told that he didn't treat my condition, when I was previously told he did. Not to mention the time I wasted in his waiting room. I could never get that back. It was unfair. To add more to the list, a few days later I get a letter saying that I owed them additional fees or I would be sent to collection. I went in person and I asked why? They said that adding fees is very common because what I had paid in my appointment was only an initial partial payment. At this point I am upset not only for what I was hearing but also because of the horrible costumer service and lack of professionalism. So I asked to speak with someone that could explain why I was getting such threatening note with additional fees that could not be explained by the receptionist. When I spoke that person I explained everything that had happened. She goes inside to speak to who knows who and take 30 mins to come out to tell me that I did not have to pay any additional fees. During this experience I felt neglected and taken advantage of. Me being a underrepresented Latina student, this kind of attention is not uncommon in my life. I guess i fest like if I would have belong to a different socioeconomic and ethnic group my experience would have been a lot different.

Terrible customer service. They do not communicate properly or care about Children who need urgent appointments. Worst experience at Sansum clinic, will now have to drive out of town to get my child the care they need in a timely manner. Do not recommend this office at all.