Emergency Medicine

Why are members seen before me when I arrived first?

We have a “Rapid Care” area that addresses low severity concerns/illnesses. This is a fast turn over area and uses minimal resources. The highly qualified triage nurse determines who is appropriate for this area using strict guidelines provided by the physicians.

How come it takes so long to be seen?

There are multiple factors that may delay your care: ambulances coming in the back entrance; patients in the back that require a high level of care; department at capacity with limited discharges. Please know that if you become unstable or in danger at any time you will be taken care of immediately regardless of the above obstacles.  I could not get a doctors appointment and have to work tomorrow. I know it is not an emergency but I am not sure what else I could have done? Family Medicine Services has extended their hours:Extended hours are as follows:

• Monday through Friday, 5:30 p.m. – 7:30 p.m.
• Saturday through Sunday, 8:30 a.m. – 4:30 p.m.

Please call 707-393-4000 to be directed to extended hours suite.

I have been sitting in the lobby for 2 hours and I am feeling better. Should I just leave?

Please talk with the triage nurse and let him/her know you’re feeling better. You will be asked by the triage nurse to sign a form stating you understand and were told the risks of leaving prior to seeing a physician.

Can I eat and drink in the lobby while waiting for treatment?

We advise you not eat or drink until examined by a physician.

I had a terrible experience in the department, who should I contact?

Please contact one of the following:
ED Director: Patrice Howell

Is there a way I can follow up with my primary physician without going in the office?

If it is an emergency, please call 911. KP.org is available to all members. This system allows for you to email your doctor and receive a response within 48 hours. If you have a concern that needs to be addressed prior to 48 hours, please contact your physician’s office. If you have any questions please contact member services at 1-800-464-4000 (toll free).

How long will it take once I am admitted to get upstairs to a bed?

Kaiser Permanente has made it a priority for our Emergency Department to get our patients, which are going to be admitted, to their destination within 60 minutes of the admission order. We are currently meeting our goal.

How long can I anticipate being here, I have to tell my ride?

Our average length of stay is 3.5 hours. This time changes depending on the season. Our goal is to be as efficient as possible.

I had the best care and really want to tell the staff:

Two options:

1. Talk with the registration clerk during your discharge. They will provide you with a form to leave for the staff.
2. Send feedback/letter to:
   401 Bicentennial Way, Santa Rosa, CA. 95403
   Attention: Emergency Department Manager

I am currently receiving chemotherapy and am very concerned about waiting in the lobby?

Please notify the triage nurse. We advise you sit away from other patients and wear a mask while in the lobby. Once you are roomed special precautionary signs will be placed outside your room to inform staff of steps needed to keep you protected while your immune system is compromised.

We obtained stroke certification in 2010.

What does this mean?

This means we excel in our care for stroke patients. We have a neurologist available to us 24 hours a day/ 7 days a week; CAT scan available 24 hours a day/ 7 days a week; highly specialized training has been given to all nurses taking care of stroke patients.

Three of our emergency physicians have been voted “the best” by you, our members:

The Kaiser Permanente Santa Rosa’s Emergency Department has 3 physicians that have placed in the top 5 of all Northern California for great bedside manner and care: Dr. Mark Lagrave, Dr. Lisa Marinelli and Dr. Cheryl McBride.

We have great volunteers:

The Emergency Department currently has 15 volunteers. We started this program in 2009 and it continues to grow. The volunteers are an integral part of our team.

Stuffed animals just for the ED:

We have a volunteer, Minerva that knits teddy bears for our pediatric population. She does this specifically for the Emergency department and pediatrics! She makes many of our member’s very happy.