Caroline Family Health Team

Reception refused to allow for an appointment with the doctor and said that a nurse practitioner take appointments. Hung up on when asked about seeing the doctor directly. Absolutely disrespectful and unacceptable behavior by the receptionist.

Have been waiting about 4 weeks to hear from my Dr about a refferal I put it regarding mental health, including assessing medications. I was told around 2 weeks ago by my Dr's nurse to just go to emergency care, the hospital, as they aren't prepared to do anything immediate. I asked for help and haven't gotten any.

I have been with this group my entire life (I am in my mid 30’s now). When my Dr. retired, I chose a new one (we could have just allowed the office to re-assign us, but we wanted to find a Dr. that fit our needs and so we met with another one in the team and chose them). Dr. Walsh is the kindest Dr. I have ever met. She listens attentively, genuinely cares about her patients, and spends as much time as you need together. Sometimes, this means a bit of a wait to see her once you arrive, however I prefer this over a dr who doesn’t listen or give you enough time once you’re with them. I appreciate that she listens and spends time with each patient even if that goes over the allotted time. She is respectful of our wishes and always listens to any added concerns we may have, finding solutions that work for all of us. I personally find it hit or miss with the NPs and there are a handful I will choose to see and a couple I will expressly not see. I won’t name who for either because I feel this is due to our personal needs and personalities as some folks I know absolutely love one of the NPs we find disrespectful and dismissive, so it would be unfair of me to name names when they provide good care to others. In most cases, you’ll be given an appt faster if you go with a NP and they’ll usually be the ones who you’ll automatically get an appt with. However, you can always request to see your dr, you just may have to wait until another day if they aren’t in. I don’t find it difficult to get in to see mine at all and most often can get an appt within the day I call or, if not, then within the week. I have never had any issue with the office staff, I find they are respectful and helpful. I do sometimes find I have to phone to remind the office to send off referrals or to get forms I was told would be done (they often get forgotten) so it’s wise to be mindful if you are waiting for something and don’t hear back after a couple weeks. We have also accessed mental health care here and found the drs and therapists to be very kind, respectful, helpful, and non-judgmental. All in all, we as a family are very happy with our care here and continue to recommend this practice to all our family and friends when they’re open to accepting patients.

Dr. Tohn (I hope I spelled that right) is fantastic and I truly wish him the best. In fact, I'd love to keep him as our family doctor. However, the admin staff are horrendous and our experiences with them far outweigh the benefit of liking our GP. It's rare that I ever get to see my doctor as any time I've tried to book an appointment I'm told that he's on vacation. Instead we always get an NP, which is fine I guess, but then why do I have a doctor? When my wife finally got an appointment with him, I went with her so that I could meet him (he took us over from Dr. Kraemer so I hadn't met him yet at this point). Surprise! Dr. Tohn seemed quite confused because he hadn't been on vacation. We refuse to book with certain NPs as we've had issues in the past where my wife was laughed at for her medical concerns. Most recently, we called to get a referral to a different specialist and the member of staff who called us decided to talk down to my wife and me, repeatedly putting us on hold rather abruptly before I could get a word in edgewise. She refused to even let me explain our concerns, much less do anything to help us. Without a doubt, today's call has to be the most unprofessional experience I've had in years. It's clear that the administration here will do anything for their bottom line, and cares nothing about providing any actual service. It's always telling when the postage around the office is all about "we have a zero tolerance policy towards x, y, and z" instead of, "Here's how we provide great service" I will also say, I don't understand why the receptionists all go for lunch at once? There are probably 6 reception stations in the office, and yet everyone goes to lunch at once (at least, that's what the voicemail says) so that there's no one to man the phones? If there was one receptionist, I would understand, but the whole point of having multiple people working the same role is to increase availability...or...not

I like my Dr. But the office is brutal! I paid for my perception to be faxed and it was never faxed to the pharmacy!

I am very satisfied with my first visit. Dr. Liu is so kind and patient. Communication with Maria by phone and email is smooth and on time. All staffs I met are friendly and helpful!

I've been very satisfied with my conversations on the phone with my doctor so far, and all the staff I've talked to have been kind and knowledgeable. The problem comes with trying to call the office because the wait times can be very long. I understand that, especially during stressful times like this, mistakes are going to be made, but most recently it was forgetting to fax or email my referral to an ultrasound clinic, and I was on hold for 40 minutes trying to get through to fix this mistake. On a few occasions, after waiting and finally getting through, the line has been disconnected during my conversation with the receptionist, and I've had to call back only to be put on hold again. I hope the staff is getting the support they need and I am sympathetic to how difficult it must be to be working in the health care system at a time like this. I think they need some help with IT to get their phone system working a bit better, because it seems calling in will be a long-term service we will have to rely on and the wait times can be a real challenge.

0 stars. 20 year history since they were at Plains road when they were indeed a "family health team". This place seems to run as a business first, since they moved to Harvester and is about administration control, and profit, period. Some Doctors are frustrated as are patients, from first hand conversations. One even tried reaching me and said in a whisper (if you;re not happy or you have issues with this nurse, call mine aon this number). Kind yes, but very worrying. Too many stories to tell but when your child ends up in the hospital 4 days later because administration refused to make even a phone appointment with any doctor, becasue they aren;t satisfied with why your kid needs to see a doctor, it's a big deal. Don't be unhappy with your doctor here and ask for another, even when the situation is so obviously out of order, they will ( and have ) refused. I remember being told " you won't get another doctor because you already have one". So very toxic all around.