The Doctors' Office

I had a 5 star rating two years ago, but ever since they switched the WELL Health, everything has gone significantly downhill. As in, I'm on hold for 60+ minutes just to cancel an appointment. I love my doctor, but I HATE how this system is set up now.

Dr. Sanjay Singh is amazing. He was very professional and considerate. I was referred to see him for a rather awkward procedure and Dr. Singh was amazing at helping me feel comfortable and relaxed.

They gave me an appointment within 2 weeks of my referral. I appreciated the timely reminder text messages and emails.

Without doubt the worst run service i have ever experienced.its a shame because the doctors are great and very helpful, but it is IMPOSSIBLE to get through to anyone to book an appointment. I have been calling multiple times a day trying to request an appointment with zero luck getting through to anyone.avoid this place!

Awful clinic! The only reason i'm a patient here is because of Dr. Cadesky.the admin staff are a pain to deal with and make things so much more difficult than they need to be.it takes forever to even get ahold of anyone when calling and when you finally do they will put you on hold 3 or 4 times throughout the call.it took me 20 minutes to book a basic follow up appointment.i'm glad that Dr. Cadesky is leaving this clinic soon so i won't have to deal with this anymore.i would not recommend this clinic to anyone!

Writing this on August 15,2022 - they do not take walk-ins anymore. Also I arrived at 7, but they have said they may open at 8 am, which they did today. None of this is on their website so make note if you arrive early or head to another clinic.

I have been trying to contact my doctor. I called the phone number only to be told it was now called Well Clinic.email address wellclinic.ca. Went on line to discover there are many "well clinics". Finally got this address. Very frustrating and time consuming. The telephone message needs re-doing with more clarity. There is no email address posted here either. Put on hold on the phone. Gave up finally.

Honest to goodness, health care has gone down in this city for sure, but this clinic takes the cake. I have been a patient here for probably a decade now. The doctors are great, so let's separate them out (shoutout to Dr. MacDonald in particular), but the administrative staff have been more than horrible for years.

Here's what to expect: phone calls will take 60-90 minutes to answer, just to set an appointment. Your appointment will then be booked 6 weeks out pretty much no matter what your issue (e.g. Wound infection? 6 weeks out). The practice partners say they cover for each other for urgent calls (non emergency) but they do not. Instead you have to go to the hospital or urgent care (this includes sprained ankles, cuts that need a few stitches, having stitches removed, etc, Burdening the actual urgent care/emergency rooms with these non-critical but time sensitive matters. Administrative staff are often rude and can't be bothered, and many phone lines never pick up. They have an after hours service that doesn't take messages and doesn't really have a purpose, other than to replace a machine that says "this machine does not take messages".

In Vancouver today, you are lucky to find a GP, and so we are at the mercy of the system, and looking across many other reviews of other practices, there is a systemic issue of not enough practitioners, causing a supply/demand issue, which allows this type of service to continue. But I would ask - who is managing this practice? They need to be watching the call wait times to ensure they are under a certain minute wait, and when they aren't, look at what's happening in the front and back office. There is an underlying cause of why this is happening, and it is solvable one way or another.

Experience with the doctors here have been positive, however the staff are apathetic and incredibly difficult to reach. They gave false information to me and my partner about reimbursement through MSP and would not rectify the issue afterwards when discussed. Clearly value $ over accountability. Would not recommend this doctors office.

I've never had any problems in that office. Doctors have always been readily available and my Doctor, Dr. Cadesky is best in the city.

Absolutely the worst clinic in Vancouver I have my family doctor here, had an appointment last week and they never called me, I tried calling them ofcoarse you can never get through. Had another rescheduled appointment for today for 4: 15 they called me at 2: 15 twice and now AGAIN I can’t get through to them.ridiculous… Never go here.

This clinic is such a joke. Pretty impossible to get an hold of them, rude receptionists and doctors that do not care so much. I’ve made the biggest mistake to get my family doctor here. Because he wasn’t able, or cared enough, to help me with my issues (always felt his annoyance), I got recovered and went through emergency surgery. I’ve seen the “doctor” for more than one year prior that, and he never even did basic checks on me but just prescribed me wrong medications for all this time.
If you can, run away! This clinic is HELL.

The HEALTH CARE SYSTEM IN CANADA is doing the best it can during the COVID crisis. IT IS STILL A VALID CRISIS. Want to complain? Or do you want to volunteer to help?

This clinic is such a joke. Pretty impossible to get an hold of them, rude receptionists and doctors that do not care so much. I’ve made the biggest mistake to get my family doctor here. Because he wasn’t able, or cared enough, to help me with my issues (always felt his annoyance), I got recovered and went through emergency surgery. I’ve seen the “doctor” for more than one year prior that, and he never even did basic checks on me but just prescribed me wrong medications for all this time.
If you can run away! This clinic is HELL.

I have been coming her for over 30 years and last month i got an email informing me my Dr had retired and they couldnt absorb me into the practice. I am in ongoing treatment for a variety of things and didnt even get a last fill of prescriptions. Very unhappy with them.

Humongous embarrassment to the Canadian health care system. Was denied to see a doctor today because I hadn't been there in a few years. In extreme pain they gave me a list of paper full of other clinics not accepting anyone.

I was a patient for 10 years until my doctor retired. She said I can continue to see anyone in the office. I called in to make an appointment and was told that unless I have a family doctor there they will no longer see me. Thanks for kicking me out when I needed you!

Zero regard for human suffering and pain, very unethical and poorly run clinic. Terrible communication, terrible wait times, avoid at all cost. I was talked to in such a rude manner here over and over every time, there is just no love or empath's here, go any where but here!

Worst doctor office in Vancouver. Hours of wait time on the phone, unprofessional doctors and receptionist, extremely unorganized and lacking detail. There's also no compassion or empathy for anyone this clinic and if you go down and read all the reviews you'll see them there more one-star reviews than anything else, so it's not like I had one bad experience I've had multiple bad experiences here and majority of people have given who wants to review. The only reason they're not a one-stars because most likely they give themselves a few five stars. If there was an option for no stars I think it would be more warranted for this clinic than anywhere else in Vancouver.

The amount of time I have spent on hold is astounding. They have probably 3 or 4 people working the front desk at a time (maybe fewer now because of Covid) and it is always at least a 20min wait just to book an appointment. The online booking system is total garbage and does not work, and each and every staff member is just horrible.
They are rude, have zero phone etiquette and should not be able to work at a doctors office or potentially anywhere at all. This review is purely based upon the receptionists and has nothing to do with the doctors. If you are okay with waiting for a long period of time to talk to someone who clearly hates their job and acts like it was an imposition for you to call.then sure, start going here.

Most of the doctors are really great at this clinic, but it's impossible to get through on the phone if you actually need one. I am on hold for about 15 minutes until the line just goes dead. They've been having these phone problems for at least a year, if not more. One time I was on hold so long I just walked to the clinic while the hold music was still playing, and the people at the front desk were just sitting there working on computers. (I assumed they would be on the phone lines!) Good luck with the online booking system if you need to reset your user name or password. Why not hire someone to manage your office?

Reception is always friendly and helpful, short wait times on the phone to book an appointment, and appointment availability is always a lot sooner than I expect! Love this office.

Phone system is nonexistent and has been for 2 years.always the same answer, we are working on it. Online booking was not working for me, it was just spiraling, so I called and waited on hold for 32 minutes AND THEN WAS CUT OFF. Like my physician, hate his system.

Unable to get through on the phone.impossible to make an appointment!
The one and only appointment I have been able to make - they booked me in with the wrong doctor - only to tell me when I arrived! Very poor

I like my doctor but the reception is absolutely useless. They have no email, and they WILL NOT answer the phone. I shouldnt be on hold for 20 mins and then have it just hang up on me.twice. I physically have to go in. WHICH I DID. Doc was supposed to phone me back.and then they didnt. Terrible terrible reception.

Inconsistent information!

WebSite says walkin accepted. Phones aren't working so can't call.

I get there and big sign says no walk-in accepted. What about a. Appointment? Not taking new patients either.

NO WALK IN TRY SOMEHWERE ELSE GUYS

They never answer the phones and the doctors are not thorough. Doctor misdiagnosed me and the reception manager was extremely rude. Anyone who is looking for fast virtual appointments download the Telus Babylon app!

It's a great drop in office for patients and open for all ages. Great dr.s as well. It's open from 8 a.m. To 5 p.m Monday to Friday.

I've been there a few times for walk-in, which has been great. However, I am currently trying to pay an invoice by calling in and paying over the phone. I am now on my fourth time in a row staying on hold for exactly 16 minutes before it hangs up on me. After reading the reviews, I see I am not alone in the telephone scenario.

I'm trying to give them money, and am not driving down there just to do this. I am at a loss for how to pay them. I do not have cheques because I don't need them for anything other than rent, and they don't have an online payment system or an email address.

I have never been able to book by phone. I spend hours on the line waiting. HOURS. Ultimately, due to their inability to answer the phone I end up at a walk in clinic rather than seeing my family doctor. It’s the worst patient service I’ve ever experienced. And there ought not be an excuse.look at all the comments. This is a long-standing, unaddressed issue.

UPDATE: They called me back! Thank you for going the extra mile to get in contact with me. Turn out the real bad guy here is Telus, with poor quality services, leaving them high and dry. Thanks again for calling me back and going the extra mile!

I've been trying to get through to anyone at the office for the last 3 days. The phone system kicks me off hold after 2-3 minutes every time and the online appointment booking won't load. I desperately need to contact my doctor and your office has given me no options. I would happily wait on hold all day, I desperately need to reach my doctor, please give me an option.

Great doctors.bad reception. They never pick up the phone. I've been calling for four days. I've been pit on hold for fours days. It's just unbelievable.

Hello, I've been trying to call in for an appointment the past few days and haven't had any luck getting through. If someone can please contact me, that'd be greatly appreciated, thanks.

Honestly, wish I could change doctors. It’s almost impossible to get through to reception most days and it feels like a fast food clinic designed to push as many patients through a day.

The doctors are all great.but the Filipina receptionist is so rude and not listening when talking to her. Always make me wait.she’s not accommodating person.

We had a very bad experience with this clinic. I had a phone appointment booked for my boyfriend, I gave them all of the Information needed. The doctor never called him. So I called the clinic and waited on the hold line for OVER 10 MINUTES! Only to get through to say the doctor will call him soon. He waited and waited and waited. They called him to laugh it off and say sorry he hadn’t called. The doctor still NEVER CALLED. So unacceptable. This is an important matter and now all of this time was wasted. Do not waste your time with this clinic. Also the receptionist was only making excuses, so unprofessional.

Dr Chan is exception in his service, knowledge, attention, and ability to provide superior care with compassion and excellence. Where other physicians push their patients to limit themselves to only one or two complaints per visit, Dr Chan is thorough and comprehensive.

The receptionists never never never answer the phone in a timely manner but now it's actually gotten worse.
This week I waited on hold for 30 minutes and then a voice recording told me to try later and disconnected me.
Just terrible service!

I have always had great experiences there until yesterday Dr Mahal saw me she was condescending and actually laughed at me when I asked about getting a full body MRI that I was going to pay for, then she actualy lied to me saying that she didn't order a test for me so she couldn't see the results that I would need to come back. The girl at the front was even confused about that and printed off the results for me funny that she could pull it up and not Dr Mahal so it's not the office I'm giving this review for its Dr Mahal she needs to review her methods of practice.i think she's leaving the office so thankfully i can return and see another Dr

Bad experience. I came in for an appointment and the doctor spent only one minute with me. I wanted to ask a simple question and the doctor wouldn’t see me again even though I just left her office. I asked reception to book me in again then and told them that I have to pay for Parking. They said OK. After paying for expensive Parking And waiting in the office with the baby crying they told me That she couldn’t see me. I don’t understand why they couldn’t tell me that before I pay for the parking and before I waited for her.

Walk in review only: Rude receptionists, they rush diagnosis, so they can get back to their schedule. Why even bothering to have a walk in, if you'll just want to get rid of patients as fast as possible.

This is for front desk receptionist ony. They have hired a couple of new ones and they really shouldn't be in the service industry or client facing role. Extremely impatient and does not do what you ask, always have to call to follow up and realize it isn't done. Quite disappointing because the doctors there are very good.

Went there for a walk in visit. I couldn't believe that the whole thing took less than 30 minutes. Front desk Staff and doctor are quite friendly and helpful. Definitely coming back here if I have to.

Always a super long wait on the phone, front staff that are short and complacent. Tried to ask about where I might be able to see for a prescription refill on a holiday and the front desk simply said "I dont know what to tell you, maybe look up a clinic. " Rude, sarcastic and greatly unhelpful, only to be treated to a click of the phone, not even a good luck, or thank you for calling, or even a goodbye. Will happily find a new GP

This review is about the office, not my doctor. My doctor, who works at this office, is excellent. The office staff however are extremely incompetent, including the referrals staff who make too many errors. I have to micro-manage anything more complex than a simple office visit to make sure things get done by the staff.