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Thanks for taking the time today. Can you start by telling me how you first heard about the program?

Sure. My neighbor mentioned it at a school pickup. She said her family had a really good experience, which honestly is what made me even consider looking into it.

And when you went to sign up, what was that process like for you?

Honestly it was harder than it needed to be. The intake form was long, I couldn't tell what was required, and I had to take a half-day off work to drive over there because they don't do it on weekends.

I almost didn't go back. If I hadn't already taken the time off I think I would have just dropped it.

Was cost a factor in any of this?

Yes — I wasn't sure if my insurance would cover it. Nobody could give me a straight answer on the phone, and I was worried about getting a bill later.

Once you got in, how was the experience with the staff?

Genuinely good. The nurse who saw us spoke our language at home, which mattered a lot to my mother. She actually opened up to her in a way she hasn't with other providers.

I trust them now. If they call me about a follow-up I'll show up.

Is there anything you'd change about the experience?

The front-end. Make the sign-up easier, be upfront about what it'll cost, and please offer some weekend hours for working parents.