Windermere Plaza Medical Clinic - Edmonton

I went against my judgement to leave a bad review for this clinic several times out of convenience and because I like Dr.Hartley (the clinic upstairs in Windermere plaza, to specify since they reply to reviews acting like the bad reviews aren’t for them.) but enough is enough. Trust the reviews, do not go here. The front end is beyond unprofessional and outright rude. Eye rolling, aggressive demeanour, condescending tone. Consistently! It’s a shame and truly embarrassing that anyone working in healthcare, that closely with patients is still operating. Don’t expect to get through the phone line because they don’t answer, so you will be required to book online where the booking system is glitchy and you will be asked to call to cancel a booking 24 hours before even if it was booked a few hours after booking it, (how do you cancel 24 hours before for something a few hours away that was booked mistakenly, thinking it was the next day!) then penalized with a $50 hidden fee that they don’t disclaim about anywhere either. Unprofessional. Unethical billing. Zero empathy or common sense. Don’t waste your time here, drive the extra mile for a team that genuinely cares and not receptionists AND a manager that roll their eyes and gaslight you. IN RESPONSE TO YOUR REPLY: 2021-11-23(which you reported and tried to remove claiming wasn’t me) I accidently booked an appointment on your booking service for an appointment a few hours after I booked it. No one called me to even say i was running late or missed it that day!(which would have prompted me to realize then instead of the next day) I came the next day thinking it was that day and was immediately given a dismissive attitude about my error and told I have to pay $50. Ive been a patient at that clinic for over 5 years and not ONCE missed an appointment! I myself have been working in healthcare for over 6 years and I know first hand that this is not how you deal with patients. Its been a stressful time for EVERYONE during the pandemic, not just your clinic. When i was told I have to pay $50 I asked to speak to the office manager which i patiently waited for. When she came to speak to me I was respectful and calm but HONEST that i made an error and didn't realize and should not have to pay $50. She went and spent some time in the back to "talk" to Dr.Hartley then returned saying he does not want to see me and that he said I still have to pay $50. I then STILL calmly expressed how disrespectful the front end staff is continuously (as ALL the other reviews state here too) and was stared at blankly. I advised the manager to read her reviews as clearly something is being missed in the attention to patient care and the professionalism of your reception team. Generally that would be alarming to an office manager to have a 2.9 star rating with all the same complaints. I don't appreciate your defamation of my character saying i "abused" your staff as that is a complete lie. But I wouldn't expect anything more from your clinic at this point. Gaslight and blame on someone else. If calmly telling your office manager that she should check your reviews is abusive then OK. I also called when I left and left a voicemail to request a call back from your manager again to go over my concerns and received a TEXT the next day asking if she should call me. Unbelievably unprofessional. If you don't want to deal with the truth, just say that. Stop deflecting your staffs incompetence and own your mistakes and DO better. Its the principle of someone making a mistake, no follow up being made on your end and being given zero grace after 5 years (or more) as a patient while continuously dealing with disrespectful administrators for me. Good bluck

Been going to this clinic for years, and after reading some of these reviews it seems the front desk staff can’t catch a break. This clinic has a ton of doctors, so if you can’t get through on the phones, just think of the sheer volume of calls this clinic receives. They do answer their vms, and they do text back in a reasonable amount of time. This isn’t your BFF or significant other, if they get back to you within a couple hrs, you’re laughing. If it’s an actual emergency, there’s places made for that. The doctors have all been awesome, even when I’ve had to come as a walk in I’ve always been seen fairly quickly by whoever was working. 10/10 will come here again. Thanks team!

Have been here twice with regards to travel vaccines and honestly the front and nursing staff are great. I requested a female nurse for my injection and there was no issues in getting my request met. They are awesome and I’d be back anytime for a walk in concern

My family and I have been going to this clinic for a few years now and drive from Spruce Grove. Dr. Hartley is a fantastic doctor and we have always had a pleasant experience with all the staff. This can be a busy clinic and sometimes you may have to wait past your appointment time but that is expected. The office is always clean and staff friendly. They all work hard and that should be appreciated during these strange times.

I do not have any good things to say about this clinic. For starters, the front desk staff are quite rude. I have met with a few different doctors at this clinic and without naming them, I have no good reviews for any except one who I only met with once. They have failed to call me with the results of testing on several occasions over the last 3 years and when I call a month or two later, they tell me the doctor will call me. I am now waiting 3 months still for this call. There are so many medical centers in the south west now, I would suggest finding another if you were considering this clinic.

I’ve never had a bad experience here in the past. I don’t know what changed. I was 5 minutes late for my appointment today; the receptionist told me I’d have to wait an hour to see my physician Dr. Leung. I couldn’t wait that long because of work. So I asked if I could reschedule for the next day; which they said I could, but would have to pay a $100 cancellation fee. I was upset because I already paid $100 today for an appointment I couldn’t make in the past which I understood. It just did not make sense that they requested me to pay an additional $100 because I was a couple minutes late and I could not afford to be late for work. I thought they would be more considerate.

If it weren't for the doctors, I would find somewhere else. The reception here is unbelievably frustrating. Sometimes you get someone helpful and pleasant, other times you get someone who doesn't care. • Good luck trying to phone and talk to someone. You get booted off after being on hold for 10 minutes. I've been booted off six times before giving up and driving to ask them a question (during a global pandemic) only to arrive (still on hold) TO AN EMPTY CLINIC WAITING ROOM. • But you can text in, you say? That would be great if they ever bothered to text you back! • Questions about stuff that the doctor told you ahead of time? Great! You have a 50/50 chance of getting someone who knows what you're talking about or figures it out, or someone who gives you curt and abrupt answers and does nothing. I literally cannot phone my doctor to ask questions, and online booking isn't perfect. It would be great if the reception weren't so awful that you could actually get answers without physically going down and asking, again, DURING A PANDEMIC WHEN IN-PERSON IS NOT RECCOMENDED. If my doctor ever moves there is not a hope in hell I will stay with this clinic.

I’ve been going to this clinic for the last few years and I haven’t had any issues with it. Just yesterday I had the best experience with Dr. Eksteen who did my IUD insertion. I can’t even describe how comfortable she made me feel through everything. Her bedside manor was beyond incredible and she made me feel safe during a procedure I was pretty nervous about. She is an amazing doctor anyone would be lucky to see. Regarding the front desk staff, I find them friendly and easy to communicate with. I love that I can text reception about my appointments and they’ve always been willing to work with me so I can get paperwork signed by my doctor. They might not always answer their phone quickly, but they always call back or follow up by text and that has never been a problem for me.