Dr. Sue Kim, a longtime One Medical physician who helped run the company’s Palo Alto clinic, says she was shown the door after she raised red flags about patient safety. She has now filed a lawsuit alleging retaliation, claiming clinicians were pushed to hit productivity targets while navigating unclear workflows, thin support and not enough training.
According to a report in The San Francisco Standard, Kim’s complaint says she was terminated on Aug. 27, 2025, from the Palo Alto office she helped manage, ending more than a decade with One Medical. The filing points to inadequate training, confusing workflows and limited clinician support for complex patients as some of the issues she raised before she was let go.
One Medical is not accepting that narrative. In a statement to The San Francisco Standard, company spokesperson Samantha Schumer said the organization disputes the allegations and that Kim "was not terminated in response to raising safety concerns." The company said it remains committed to excellent patient care and framed Kim’s departure as a workplace conduct matter, not a sign of broader safety problems.
Amazon Ownership And Earlier Warnings
Kim’s case is unfolding against the backdrop of Big Tech’s expansion into primary care. Amazon paid about $3.9 billion to acquire One Medical, then folded the chain into its wider health services operation after the deal closed in 2023, as noted by Forbes.
That ownership shift has already raised eyebrows. Internal documents and staff accounts obtained in 2024 by The Washington Post described episodes where changes to call center handling and other workflows triggered patient safety worries. Those earlier reports echo the concerns Kim now highlights about training gaps and escalation protocols.
What The Suit Alleges
Kim’s complaint says clinicians were under mounting pressure to hit productivity goals, keep patient satisfaction scores high and weave AI tools into their daily routines, all without clear training or guardrails. The filing also claims that once she raised safety concerns at the Palo Alto clinic, One Medical launched an internal investigation that the complaint characterizes as selectively designed to undermine her credibility.
Why Clinicians And Patients Are Watching
Local clinicians say the lawsuit taps into a bigger question that has been simmering for years: how far tech-driven health systems can push efficiency without putting patients at risk. Prior reporting and internal spreadsheets cited by The Washington Post documented instances in which call routing choices and contractor staffing led One Medical workers to flag what they believed were potentially serious mishandled calls.
Legal Next Steps
Kim has now filed a lawsuit against One Medical. Her lawsuit lists claims that include retaliation and workplace mistreatment and specifically names the Palo Alto clinic where she worked. According to the initial coverage, the case is scheduled for additional proceedings later this year, a timeline that advocates and front-line clinicians are following closely as it moves through the system.
Whatever a judge or jury ultimately decides, the fight is likely to be read as a broader test of how Amazon-owned care models respond when their own clinicians say operational decisions are putting patients at risk. Patients, providers and health policy watchers alike will be paying attention to any new disclosures, policy changes or settlements that might emerge once the legal dust starts to settle.
