ActiveCare Medical Clinic

I have been with this clinic for a long time. So far I have had 3 family doctors and they have been great, if that was not the case I would not go to this clinic even once. Before, during or after Covid, you have to be on hold for sooooo long and sometimes the call is dropped. Few of the people working at the front desk been good but not everyone. I am not sure if that is the management/staff/process or maybe all that is the problem. *For example to day I was on hold for 40 min listening to music and at the end it said: 8803 (or some other 4 digit number) is unavailable and so it hung up !!!

The most horrible administrative service ever. They have awesome doctors but what is the point of being assigned to awesome doctor if you cant reach her? Or what is the point of family doctor if you need to wait 4 weeks to get to a phone appointment?!! Not to mention 40 min waiting time just to leave a message for you doctor? ActiveCare clinic owners wake up, we are living in 21 century, half of the procedures at the front desk could be automated or half automated. You are paying x5 each year for receptionists instead of investing in productivity and customer service improvements. Dinosaurs…

My son was lucky enough to get Dr Shestopalova once his file transferred from his pediatrician. It was very easy to have his file transferred and his prescriptions were just recently handled by the team at Dr Shestopalova's office and it was a freindly efficient process. Thank you Justine for all your help!

The doctor has a very happy and uplifting personality and was so kind. I got my allergies tested and then a plan put in place. Great clinic.

Dr. Vickery is the best Doctor I have ever had. He has excellent listening skills, always treats each problem with full attention, and is a pleasure to deal with. His medical expertise and relational skills, coupled with such a friendly disposition make you feel CARED FOR. An awesome Doc, they should handcuff him to that clinic. Jeff Pierce Dunrobin

We have been a long time patients of this clinics but their customer service is getting way way worse. Booked appointment are either canceled or changed without our knowledge multiple times. When we show up for the appointment they then told us we are not suppose to be there. They deny changing our appointment and insist we are mistaken about our appointment time. The staff are really unprofessional and have no respect of the patients' time. It is getting so bad that we are seriously considering finding another family doctor.

The customer service system is horrible. My wife and I had a phone appointment 3 weeks ago and our doctor send us for blood test. My wife got a call the next day to schedule hers but I haven't received a call yet. Today my wife received another call to reschedule and she asked about mine. She was told to le me know to contact them personally. Guess what, there is no way to contact them! The answering machine just reads information and only direct you to schedule another appointment (possibly a couple of months later) how is this acceptable? They at least need to provide an email address for inquiries. There is no system behind this whole mess of an operation especially in this pandemic and that is horrifying.

Unkind, rude, disrespectful, and incompetent clinic staff. Their disorganization and lack of communication were taken out on me -- a pregnant, chronically ill patient with anxiety. Receptionists would be chatting or doing nothing yet they will make me stand and wait for some time before they acknowledge me and allow me to approach one of them, even though there is no one in line (this happens to me multiple times, not just once). After waiting to check-in for my very first prenatal appointment, I waited at the reception area for another 15-20 mins. No one called me in but the second I got called and placed into the consultation room, a nurse/lab tech started scolding me, a grown woman, like I'm a 5-year-old saying I am late and that I need to be here 15 mins earlier to get a urine sample for every prenatal appointment which NO ONE HAS EVER TOLD ME. I would come in earlier if I knew! I told her I wasn't late, I was right on time but I had to wait outside. She just belittled this fact. She asked me where is my urine sample, expecting me to have it ready in a sample bottle which should have been provided by either the receptionist or the person who escorted me. I said no one gave me any urine sample bottle. No apology from this nurse/lab tech for her rudeness or the clinic's disorganization. My doctor apologized instead because I was crying from this unnecessary mistreatment. Plus, I was not feeling well to begin with from my pregnancy and my chronic illness. I have been with this clinic for 2.5 yrs. I like my doctor and it is hard to find a family doctor here in Ottawa so I am almost forced to put up with the staff attitude and incompetency. It is also impossible to get through by phone to make appointments or ask any questions. The staff have made many mistakes prior to this incident but I let those go. This prenatal appointment experience is no longer acceptable. A very toxic clinic. I am already anxious thinking that I need to go back every 4 weeks for my pregnancy check-up appointments. Who knows how they will treat me next time. I usually go to a walk-in if possible for other issues to avoid coming into this clinic. I almost believe that Active Medical Clinic owner(s) knew that everyone is in desperate need of family doctors so they don't need to do anything about their staff's ability or attitude toward patients because people NEED their medical care. Treating anyone unkindly and disrespecfully, especially patient, is just not right anywhere.