Los Angeles Center for Ear, Nose, Throat and Allergy

Formal Complaint and Notice of Potential Civil Rights and Patient Rights Violations – LACENTA East Los Angeles Location Dear Patient Relations / Administration, I am writing to file a formal complaint and provide notice of potential violations of patient rights, including discrimination and denial of reasonable accommodation, regarding my recent visit to your East Los Angeles location (1700 E. Caesar Chavez Avenue, Suite 2500) May 4, 2026. I have been a patient with your ENT practice for over five years at your downtown Los Angeles location without incident. However, my recent experience at the East Los Angeles office was unacceptable, degrading, and raises serious legal and ethical concerns. I arrived 30 minutes early as instructed for a scheduled breathing (lung) test, yet I was required to wait an additional 40 minutes beyond my appointment time. I also incurred a $10 parking fee due to lack of validation. When I was finally seen, the provider acknowledged the delay but rushed the procedure, which lasted approximately 10 minutes, and required me to provide my own medication from home. Following discharge, I requested access to the restroom. The front desk employee, identified as Victoria, demanded that I surrender my driver’s license in order to obtain a restroom key. This demand was made in a dismissive and hostile manner. I declined to provide my identification for this purpose and explained that I have high blood pressure and take a prescribed diuretic, which creates an urgent and medically necessary need for restroom access. For context, I am a retired case manager and a senior citizen, and I am well aware of patient privacy rights under HIPAA and general standards of care. Being asked to relinquish my personal identification under these circumstances felt inappropriate, unnecessary, and invasive. Despite being on-site for nearly two hours as a patient, I was denied restroom access. I was told this was “policy,” yet no such policy was posted, disclosed, or consistently enforced at your other locations. Rather than accommodate a medically necessary and time-sensitive need, staff escalated the situation and delayed access while attempting to involve management. When the manager arrived, I was still refused access to the restroom. As a direct result, I was forced into an involuntary and humiliating situation and urinated on myself within your facility. I was the only Black patient present at the time, and the manner in which I was treated raises serious concerns regarding disparate treatment and potential discrimination in a healthcare setting. This conduct may constitute: •    A violation of patient rights to dignity and humane treatment •    Failure to provide reasonable accommodation for a medical condition •    Potential discrimination in a place of public accommodation •    Negligent infliction of emotional distress Healthcare providers have both legal and ethical obligations to treat patients with dignity, provide reasonable accommodations, and avoid actions that result in harm or humiliation. The conduct of your staff fell far below these standards. Accordingly, I am requesting: 1    A formal investigation into this incident 2    A written copy of your restroom access policies 3    Identification of corrective actions, including staff retraining and/or disciplinary measures 4    Written assurance that no patient will be subjected to this type of treatment in the future Please be advised that I am evaluating my options for filing formal complaints with appropriate regulatory and civil rights agencies, including the California Department of Public Health and federal civil rights authorities. I expect a prompt written response outlining how this matter will be addressed. Sincerely, Kenneth Davis

Yesterday was my first time at this office, and my experience was absolutely amazing. From the moment I walked in, I was welcomed with great hospitality. The check-in process was very easy and simple, which made everything stress-free. The nurses and doctors were on time, professional, and very attentive. I truly appreciated the clear feedback I received regarding my procedures and my upcoming appointment. Everything was explained thoroughly, and I felt well taken care of. Thank you once again to the entire staff for providing such outstanding customer service. I highly recommend this office and look forward to my next visit!

My 7 y/o son went in for a frenulectomy to correct his tongue tie. Many of the MA/nurses spoke Spanish and demonstrated great customer service. The clinic was clean and air conditioned. We arrived 15 min before the appointment time. The check-in and rooming was quick. We did wait about 45 minutes in the procedure room. I didn’t mind the wait so much since everything else was great. The PA and MD explained everything pre and post procedure. They gave my son local anesthesia and he tolerated the 5-10 minute procedure without any problems.The post-op appointment will be at the Montebello clinic which is a better commute for me. Parking is $10 cash only and it’s collected when you exit the parking structure. Overall we had a great experience.

Dr. Gunnarsson is extremely thorough, knowledgeable, and takes the time to carefully evaluate every aspect of treatment. He listens attentively, explains things clearly, and provides exercises and guidance tailored to individual needs. I appreciate his dedication, patience, and attention to detail. His thoughtful approach has helped me. I am very grateful for his professionalism and care.

Dr. Cyrus is knowledgeable, he can and will explain everything to you. Once you leave you know exactly what the next step is. The ladies at the front desk were very respectful and patient. The office is clean. It was a good drive but it was worth it.

Not only the doctor makes it easy for me to talk to him but duplicates or understands the message I’m trying to tell him. He makes me feel understood. I have a lot of of affinity for my Doctor.

It was a long drive to get to this appointment, but it was well worth it because everyone was very friendly. The people at the front desk were really nice and the Doctor was amazing. Thank you.

As someone who has dealt with hearing loss and multiple ear surgeries, I don’t take ear-related issues lightly. While on vacation, I started experiencing pressure, clogging, and minor hearing loss in my dominant ear, so I made a same-day appointment at this location. I was grateful they were able to see me quickly, but unfortunately, the care I received from Suyoun Kim, PA-C, felt rushed and dismissive. I took the time to explain my medical history and current symptoms, but the appointment was very in-and-out with little urgency or concern. I was basically told it could be related to my sinuses, wasn’t given any real treatment (aside from flonase), and was handed a referral to get a hearing test elsewhere because they were booked out. Given my history and symptoms, being told to visit another location for a hearing test and follow up in a month felt careless and frustrating. I understand not every issue has an immediate answer, but I expected a much higher level of attention and care considering the circumstances. Based on my experience, I would not recommend this location.