Total Care of Tri-Cities, Washington

Pros

• Jessica Lay is absolutely amazing.
• The clinic is praised for consistently seeing the same nurses and providers.
• They feel incredibly grateful for the care at Tri-Cities Community Health.
• Rachel Carter, APRN, listens, answers every question, and treats patients with kindness without making them feel rushed.
• Dustin Carlson, DNP, makes patients feel seen, respected, and like they matter at every visit.
• Dr. Cheryl Hipolito is amazing during moments of vulnerability, and urgent care nurses show exceptional compassion.
• The staff's warmth and patience make patients feel cared for beyond being a number.
• A walk-in dental patient had an excellent experience, with prompt treatment and exceptional hospitality from the receptionist, nurse, and doctor.

Cons

• A patient claimed the staff lacked competence and bedside manner.
• Several reviews described appointment scheduling as consistently poor, with frequent cancellations and long wait times, and walk-ins prioritized.
• The receptionist/front-desk staff were described as rude and loud.
• Communications were poor, with messages not reaching doctors and resulting in wrong medications.
• A patient reported being moved from Kennewick to Pasco without proper consent or notification.
• Management promises were not followed through, leading to frustration and consideration of formal complaints.
• Prenatal care was described as unprofessional, with cancellations and no bedside manner.
• The overall impression was that the clinic was under-staffed and disorganized, making it feel like a complete joke to some.

Review

Tri-Cities Community Health (TCCH) emerges in these accounts as a health care setting that can feel like a warm, people-centered place when you catch it at its best, but also a system that people experience as inconsistent and frustrating when it's not running smoothly. Across a wide range of services - from urgent care and pediatrics to dental and prenatal care - patients repeatedly highlight moments of genuine care and expertise, alongside repeated concerns about scheduling, communication, and staffing.

Several reviewers sing the praises of specific clinicians and the atmosphere of care. One first-time visitor calls the experience the best possible start, thanks to Jessica Lay, who is described as absolutely amazing. Others note the benefit of seeing familiar nurses and providers, with a sense that the entire team creates a warm, welcoming environment. A recurring thread is the feeling that staff listen, take time, and treat patients with kindness rather than rushing through visits. Notable shout-outs include Rachel Carter, APRN, who is praised for listening and answering every question without ever making the patient feel rushed; Dustin Carlson, DNP, who is described as making patients feel seen, respected, and valued; and Dr. Cheryl Hipolito, who is commended for handling a moment of vulnerability with care. Urgent care nurses are singled out for going above and beyond in times of distress, underscoring examples of compassion that resonate with patients who feel cared for beyond just the clinical procedure.

Beyond individual providers, the positive threads run through the entire clinic experience for many. Several reviews emphasize the sense of warmth and patience from the overall team, noting that this clinic doesn't feel impersonal or transactional, and that the willingness of staff to care for patients - sometimes over multiple visits - leaves a lasting impression. One patient encapsulates this sentiment by saying the clinic makes patients feel like more than a number, and another recounts a walk-in dental experience in which treatment was completed quickly and with exceptional hospitality from the receptionist, nurse, and doctor. The dental side, in particular, is highlighted as a strong point by multiple reviewers, with praise for Dr. Schur and assistant Gabriela Lopez, as well as Yolanda at the front desk, and a patient who felt the dental team saved them more than once.

There is also clear praise for the dental department's efficiency and a sense of confidence in returning for future care, and some patients acknowledge how critical this care has been in their lives. A reviewer notes that the dental experience was refreshing and well-coordinated, and expresses appreciation for the care team's kindness. They also describe the broader experience in the clinic, acknowledging how the dental side appears to function more smoothly, while simultaneously lamenting that other areas experience scheduling delays, communication gaps, and other administrative hurdles.

Not every story is glowing, however. A number of reviewers point to significant scheduling and access problems that color their experiences in a negative light. Some describe ongoing difficulties in getting timely pediatric appointments, citing consistently booked wells checks and rude or loud front-desk interactions as a barrier to smooth care. Another patient emphasizes deep frustration with prenatal care, recounting that a close family member's first prenatal visit was canceled at the last minute, with no direct call - only a portal message - and describing it as unprofessional with no bedside manner. The sense of ongoing frustration is reinforced by a patient who has remained with TCCH for two years despite perceived deficits in staff demeanor and competence, particularly among medical aides and front-counter personnel, and who feels that promises from management over the years have not been fulfilled.

Compounding these concerns are structural and communication issues that some patients find unacceptable. Several accounts discuss calls and messages not being handled effectively: an emphasis that the direct medical office does not accept outside calls, with messages being filtered by a professional answering service, leading to miscommunications such as receiving the wrong medications. There are reports of attempted resolution with management over the years, and a recent experience where a manager's assurances were not followed through after contact. The frustration extends to perceived instability in leadership and changes in management, as well as pains around locational logistics - patients describe being moved from Kennewick to Pasco without clear consent or adequate notice, and they recount repeatedly canceled or rescheduled appointments with little regard for the time and work patients have invested.

Some reviewers describe their experiences with a mix of criticism and loyalty. One patient references what appears to be a broader dissatisfaction while still acknowledging moments of excellent care, particularly in the dental realm. The sentiment of "save yourself" and other pointed criticisms underscores a fear of systemic underperformance for those who rely on steady, reliable access. Another patient contrasts the overall negative experiences with the persistent kindness of the staff at times, noting that while the human element remains strong, operational gaps undermine trust in the system.

In sum, TCCH surfaces as a clinic with real, tangible strengths: compassionate clinicians, patient-centered care, and a dental service that many patients rely on and commend. Yet the same set of reviews reveals persistent and systemic tensions - staffing shortages, inconsistent scheduling, problematic communication channels, and leadership dynamics - that disrupt access to timely care for many patients. For some, the care delivered by individual clinicians and certain departments makes TCCH a trusted place where they feel cared for and valued. For others, repeated scheduling hurdles, cancellations, and communication breakdowns erode confidence and lead to frustration and consideration of formal complaints. Taken together, the stories paint a picture of a clinic capable of outstanding, humane care, but in need of focused improvements to scheduling, communication, and cross-location coordination to deliver consistently high-quality experiences for all patients.

This area of Kennewick, Washington, offers a variety of amenities within close proximity. Residents can enjoy a range of dining options including Sterling's Restaurant and Masala Indian Cuisine, as well as familiar chains like Panda Express and McDonald's for convenience. Pharmacies such as Walgreens and Rite Aid are nearby for easy access to healthcare needs. Places of worship like Kennewick Baptist Church and Kennewick First United Methodist Church provide spiritual support for residents. Nearby parks such as Columbia Park offer opportunities for outdoor activities and relaxation. Additionally, cafes like Mocha Express and Barracuda Coffee Company provide cozy spots to socialize or enjoy a cup of coffee. For medical needs, there are several physician offices in the area including Benton-Franklin Health District and Mid-Columbia Eyecare Center. The availability of theaters like Southgate 10 and hospitals including Trios Health make this area convenient for seniors looking for entertainment options and quality healthcare services.

Restaurants

• Sterling's Restaurant (0.1 miles)
• Panda Express (0.2 miles)
• Village Tavern (0.3 miles)
• Masala Indian Cuisine (0.3 miles)
• Taco Bell (0.4 miles)
• Denny's (0.4 miles)
• McDonald's (0.4 miles)

Pharmacies

• Walgreens (0.2 miles)
• Rite Aid (0.3 miles)
• Safeway Pharmacy (0.4 miles)
• Sav-On Pharmacy (1.4 miles)
• Walgreens (2.1 miles)
• Walmart Pharmacy (2.2 miles)
• Yoke's Fresh Markets (2.3 miles)

Places of Worship

• Kennewick Baptist Church (0.6 miles)
• Kennewick First United Methodist Church (2 miles)

Parks

• Columbia Park (1 miles)
• Playground of Dreams (1 miles)
• Lawrence Scott Park (2 miles)
• Desert Dunes Park (3.2 miles)

Cafes

• Mocha Express (1.4 miles)
• Barracuda Coffee Company (1.8 miles)
• Starbucks (2.1 miles)
• Dutch Bros Coffee (2.1 miles)
• Dutch Bros Coffee (2.2 miles)
• Roasters Coffee (2.7 miles)
• Roasters Coffee (3 miles)

Physicians

• Benton-Franklin Health District (1.7 miles)
• Rejuvalux Aesthetics (1.9 miles)
• Mid-Columbia Eyecare Center (2 miles)
• Blue Heron Naturopathic Care (2 miles)
• Miramar Clinic (2.1 miles)
• New Edge Wellness Center (2.1 miles)
• Bi-State Occupational Safety & Health Services (2.2 miles)

Theaters

• Southgate 10 (2.2 miles)

Hospitals

• Kennewick Public Hospital District (2.2 miles)
• Trios Health (2.2 miles)
• Kennewick General Hospital (2.3 miles)
• Family Birthing Center (2.4 miles)
• Trios Health (2.4 miles)
• Kadlec Medical Center (2.8 miles)
• Trios Southridge Hospital (2.9 miles)