Thelma G. Smith Family Care in Ontario, CA

Pros

• They feel cared for by their doctor and not treated as a transaction.
• They appreciate that the doctor takes time to listen, educates, and offers advice.
• Dr. Romero is clear when explaining things.
• Clínica Las Palmas is the best family clinic, and Dr. Rafael is the best.
• The staff provide good customer service and are excellent professionals.
• Las Palmas is their family's go-to clinic and Dr. Romero is the best; they love the personal care.
• The staff are awesome and go above and beyond to make patients comfortable.
• The doctor and nurse are very nice and provide the needed meds.
• Visits are quick and reasonably priced.
• The office is friendly and the staff always have smiles.
• Dr. Rafael is great, listens, and doesn't rush patients.
• Rafael Romero is the best doctor and highly recommended.

Cons

• They claim the doctors are not trained.
• They view the policy of requiring blood work every three months as extreme and misleading.
• They say the staff are not professional and cannot be trusted with medical records.
• They describe the clinic's customer service as the worst.
• They report the front desk never calls back and often puts callers on hold for long periods.
• They note the air conditioning doesn't work, making visits uncomfortable.
• They mention the staff are short-handed.
• They say some staff are rude.

Review

This community is best suited for seniors and their families who want a physician-led experience in which clinicians take time to listen, educate, and tailor advice. The strongest value emerges from doctors who genuinely engage with patients, such as Dr. Romero and Dr. Rafael, and from a staff environment that feels personable and attentive. When visits are straightforward, patients report being “in and out” efficiently and leaving with clear explanations and actionable guidance. The remodeled facility environment and the overall calm, friendly atmosphere reinforce the sense that medical care here centers on relationship as much as touchpoints, making it a solid choice for those who want a personal, clinically focused primary-care experience.

Those who should consider alternatives are families that require a consistently friction-free administrative operation. If scheduling flexibility is non-negotiable, if timely RX fulfillment and lab-result communication are critical, or if front-desk responsiveness is a deal-breaker, this community may not meet those nonclinical expectations. A recurring theme in reviews is the difficulty of obtaining same-day or timely appointments, long holds with the front desk, and delays in prescriptions or lab results. For households that prize seamless operations and predictable administrative performance, exploring other clinics with stronger back-office reliability is prudent.

The key positives, strong physician engagement, education, and patient-centered care, often offset the main drawbacks. When seen at their best, Dr. Romero earns high praise for listening without rushing, offering clear explanations, and delivering careful, thoughtful guidance. Dr. Rafael also earns praise for bedside manner and personal attention. The staff is frequently described as friendly and courteous, and some reviewers note quick, routine visits that feel efficiently managed. In those moments, the clinical care parties matter most: competent, compassionate physicians who treat patients as individuals, not transactions, can make the difference between good care and great care.

Yet, the negatives cannot be ignored. Multiple reviews recount significant administrative friction: difficulty scheduling, delays in returning calls, and frustration with how policies translate into practice. Noteworthy is the reported lag between lab work orders, results, and prescription fulfillment, with some patients awaiting months for necessary medications. Several accounts describe inconsistent communication about policies, or behavior by front-desk staff that feels unhelpful or disorganized. A few reviewers even label the overall experience as unprofessional, underscoring a pattern where the medical talent is clear, but the back end disappoints.

To navigate this landscape effectively, seek clarity upfront. Prioritize seeing one of the highly-rated physicians (Dr. Romero or Dr. Rafael) and request direct lines of communication for test results and prescription questions. Confirm appointment windows and understand the policy on routine blood work and medication refills before committing. Consider pairing this care with a dependable pharmacy workflow or a backup plan for urgent prescriptions, and designate a caregiver to monitor communications with the office so expectations stay aligned. If the front-office experience remains a sticking point, it is reasonable to compare with other primary-care options that offer similarly strong clinical care but deliver more consistent administrative performance.

In the end, the decision hinges on values and tolerances. For families who prize a warm, patient-centered clinical relationship and can tolerate occasional administrative hiccups, this community offers a credible, even compelling, core of care. The physicians’ dedication, coupled with a welcoming staff and a refreshed facility, creates a genuine sense of reliable medical leadership when encounters unfold smoothly. For those who cannot accept irregular scheduling, slow access to medications, or uncertain back-office communication, it is wise to explore alternatives that deliver tighter operational consistency without sacrificing the physician-level attention that this practice can provide.

Physicians

• Baby Bump Studios (1.2 miles)
• US Healthworks Medical Group (1.5 miles)
• Jaehong Han M.D. | Kaiser Permanente (2.4 miles)
• Dr Robert. Armada (3.2 miles)
• Rancho Wellness: Ravinder Singh, MD (3.3 miles)
• Children's Choice Pediatrics (3.3 miles)
• City Of Hope Upland (3.3 miles)

Pharmacies

• Walgreens (1.5 miles)
• CVS Pharmacy (1.9 miles)
• Rite Aid (2.2 miles)
• Rite Aid (2.4 miles)
• CVS Pharmacy (3 miles)
• CVS Pharmacy (3.1 miles)
• Walgreens (3.3 miles)

Cafes

• Starbucks (1.9 miles)
• Starbucks (4.7 miles)
• Starbucks (5.1 miles)
• Panera Bread (5.3 miles)
• Panera Bread (6.1 miles)
• Starbucks (6.3 miles)
• Omomo Tea Shoppe (6.3 miles)

Transportation

• Ontario International Airport - Terminal 2 (2.6 miles)
• Baggage Claim T2 (2.6 miles)
• Ontario International Airport (ONT) (3.2 miles)
• Ontario Int'L-Terminal 4 (3.2 miles)
• Baggage Claim T4 (3.2 miles)
• Montclair Metrolink Station (4.1 miles)
• Chino Airport (CNO) (5 miles)

Restaurants

• Titan Burgers Chino (2.7 miles)
• Lazy Dog Restaurant & Bar (3.6 miles)
• McDonald's (3.6 miles)
• Vince's Spaghetti (3.7 miles)
• McDonald's (4.3 miles)
• The Hat (4.4 miles)
• McDonald's (4.6 miles)

Parks

• Citrus Park (2.9 miles)
• Ruben S Ayala Park (3.8 miles)

Hospitals

• San Antonio Community Hospital Maternity Information Services (3.2 miles)
• San Antonio Medical Center (3.4 miles)
• Pomona Valley Hospital Medical Center (6.4 miles)

Places of Worship

• First Presbyterian Church Upland (3.6 miles)
• Crosspoint Church (3.8 miles)
• BAPS Shri Swaminarayan Mandir (6.1 miles)
• St Anthony's Catholic Church (6.1 miles)
• Charisma Life Church (6.4 miles)

Theaters

• AMC DINE-IN Montclair Place 12 (3.7 miles)
• AMC DINE-IN Ontario Mills 3 (5.4 miles)
• Regal Edwards Ontario Palace Screenx, Imax & RPX (5.6 miles)
• Harkins Theatres Chino Hills 18 (6.2 miles)