Adventist Health Castle Urgent Care Pearl City

Saw the good rating and thought we'd give it a try since the standard can vary for urgent care. Plus we were desperate to get answers for our sick one. Signed up for a 9:30a appt and filled out the registration online. Arrived at 9:33 due to traffic and apologized. The portal still said we were 2nd in line and estimate wait time was 0-15min when we arrived. Nothing was said in person when we checked in at the front desk about the wait time being longer than expected or anything, just were told to have a seat and that we were checked in. We were called back finally by 10:45a and put in a room saying we would have to wait for an exam room to open. Mind you we have a busy, sick toddler and have been waiting longer than what the que said. Not sure why the portal to check in and book an appt is an option if it's so inaccurate, or not updated. We get in a room and it feels and looks DIRTY. Went to grab a Kleenex and the box and tissues appeared to have gotten wet and stale and it has not been replaced. This is very discouraging as someone who is far along in pregnancy with a low immune system, expecting for the exam room to at least be disinfected upon entering. A female worker walks in (mistakingly so it seems), and says "Nevermind, sorry" and walks back out without any explanation. It's currently 11:15 and we are still in dirty exam room waiting to be seen. My child has now fallen asleep and this is going to be interesting trying to examine her. Hoping to at least get some clear answers and for a better experience. As far as booking, wait time, communication, and overall cleanliness, there is definitely room for improvement. Update:we've been seen by a nice NP who detected what we were trying to confirm quickly and was gentle in her approach. So far that's made the experience better for sure. We did ask if she could get us a doctors note and calculate Tylenol dosage based on her weight and that took an additional 20 min and we were met with the dosage chart but they forgot the doctors note. We will now just wait until tomorrow to get the doctors note from her actual pediatrician since we were told it'd be an additional wait to draw up the note. Just overall disappointed with how everything has gone this morning at this urgent care.

Front desk are eating and talking story and no greeting when I get there. I just stood there for about a minute and finally had to ask them what to do. Do I fill out this form on the clipboard? Yeah. Do I stand up here at the counter or can I sit down and do it? You can sit down. Very bizarre as they only answer or say anything if YOU ask them something. Considered leaving and driving to Straub Mililani urgent care but decided to give them a chance so I waited. It started getting cold so I asked if I could wait outside. Yeah. A patient who just checked in comes out about 5 min later and tells me - I think they were calling you. I go inside and the front desk staff doesn't acknowledge (again) or say anything. So I ask if I was being called. Yeah. That's it. Nothing else. So I sit down inside and wait again. Couple minutes later, the medical assistant comes out and calls me. NP was otherwise great but I don't think I will come back here. Front desk needs serious re-training on front desk/patient customer care/service. It's also strange that they are affiliated with Adventist Health but records aren't linked. Hopefully it was just me and this doesn't happen all the time.

Brought my son to get checked out for a possible breathing issue. Front desk greeted me as soon I walked in. Worker informed me what I needed to fill out on paper and online; it was much easier and faster than a standard doctor's office. We waited less than 5 minutes to be seen by a nurse. Nurse was professional and asked specific questions and took some test. Within a few minutes the doctor comes in and ask some questions and evaluated my son. All in all a great experience, probably the best i have ever had visiting an Urgent Care. Highly recommend!

I am visiting with my family here and needed to go to urgent care for an unfortunate situation. The staff was incredibly professional, friendly, patient, and very informative. I couldn't have asked for a better experience. From the receptionist, to the nurse who took my vitals and the nurse practitioner who attended to my knee was very informative, knowledgeable, kind, compassionate, very professional. Thank you.

My husband and I just moved here. It has been almost two weeks. I needed a referral for physical therapy and we came here. The front desk staff were very nice and made my registration process go smooth. I waited maybe 15 to 20 minutes before I went to the back, which was not bad at all. I would recommend coming to this urgent care center.