OAKMED Family Health Team

I’ve never had a problem with my doctor or the staff once I’m in the clinic. However, I’m currently on hold and it’s been over 25 mins (that’s not the annoying part). What’s shocking is that someone answered the phone just to put me back on hold? Where’s the logic? I stated I just wanted to book an appointment, which is a discussion that lasts less than 5 minutes, yet they put me back on hold. Is this a joke?

Been a patient for almost 10 years, have had nothing but good experiences with my Doctor, who has since left. That’s where the good reviews end. The nurse practitioner there is absolutely USELESS. Not to mention, when I called about asking to find a new doctor, they said, “sorry I can’t help you”…
What are you there for?

Dr Aggarwaal and his team is amazing. Even though I’ve been with them for 3 years, this year with covid was the best. I’m overwhelmed. My son broke his foot and this clinic took care of us like angels. Dr Aggarwaal was on a break and still managed to respond to all my messages. He personally called to explain what to do till I met the ortho. I’m forever grateful to Dr Ali & Poonam for attending to my son at odd hours. Nancy, the receptionist, adjusted my son whenever I called and kept calling me back and forth with Dr Aggarwaal’s response to my questions. They’re the absolute best team when you desperately need help. Thank you for everything!

Absolutely love my doctor to bits. That said, the wait times in trying to get hold of someone at the front desk, to set an appointment, is ABSOLUTELY RIDICULOUS! Was on the line for 50 min (your call is now 1st in line.blah, blah,) before someone eventually picked up. Even through COVID 19, this can not be normal

This review is not a reflection of the doctor or nurse practitioners, only for the receptionist.
We just waited 26 minutes in line to make an appointment (being first in line for all of the 26 minutes).
The clock switched to 5pm and all off a sudden we got the message "our office is closed, please call to regular office hours".
Seriously, can you not at least be bothered to answer the phone?

This use to be a fantastic place. Now it is impossible to get an appointment. Staff answering the calls are rude. Whenever I need to see a doctor I have to wait 3 weeks later for an appointment and that is even when I’m not particular about my time. I requested by email to speak with the people managing the clinic. When I first signed on they said if I ever had any concerns to contact them. I did and got no response. Furthermore when I first signed on as a patient there they said the benefit was that they were a group practice so anytime I needed an urgent care appointment (not meaning hospital ER) someone would always see us during office hours. Not true. On several occasions when our young children needed to be seen due to high fevers they told us no one could see us that day. We called at 9am when they first opened. They would not even allow us to be seen in their “walk-in” time after 6 pm. They said to call back the next day at 9 am to see IF they could see us. On that occasion we took our child to the ER instead and the staff at the hospital said our child had strep throat after the rapid test for it was done and told us we were right in bringing our child in, as a high fever with strep throat should receive antibiotics sooner rather than later. This could and should have been easily seen and treated by our regular doctor. Instead we would be subject to calling every morning to see IF we could be seen that day or book something 3 weeks out.

"Your call is now first in line" **20 minutes later**
Absolutely impossible to get in touch with front desk within a reasonable time.

The Doctors and Nurse practitioners are great at this clinic but the staff who answer calls and take apppointments need a lesson in customer service.

I understand you people must deal with a lot of morons and hypochondriacs, but that by no means justifies your impatience and complete lack of empathy.

I called first thing this morning to book an appointment to have a bandage replaced on a fairly severe wound (see image and judge for yourself) on my hand. I spent last night in the ER and the doctor at the hospital advised that I have the initial bandage change done after 48 hours by my family doctor. Unfortunately, this would be around 6PM on Saturday.

I called Oak Med first thing Friday morning and waited almost 15 minutes on hold before my first call was finally answered. The lady with whom I spoke only told me that there was no care available at this time. Thinking I was out of luck I hung up after telling her I would have to go to a walk-in clinic. I later learned that there was actually some urgent care availability on Saturday from 10 - 1PM. I had to figure this out on my own by google search.

My doctor's office has been quite vocal about having us not go to any walk-in clinic in favour of their 'urgent care' services. You'd think if this were really the case the 1PM option would have at least been mentioned to me - but no. When I asked about this she said 'you asked for an appointment around 5 or 6PM and I told you that there is no urgent care available at that time'.

I then called back about an hour later and waited over 45 minutes on hold before I stopped hearing the hold music. During this time, I went from caller 4, to caller 1, then back to caller 3, caller 2 and finally caller 1 for a second time before the call abruptly ended.

By my math, one call was answered every 7 minutes. So if you're 4th line, you're waiting about a half hour to simply book your doctor's appointment. This is just a little too long for me.

I called back for a third time and jumped back in the queue as caller 3. Over 15 minutes later my third call was finally answered. After spending almost an hour and a half on hold over the course of three phone calls, I was able to confirm that there is in fact 'urgent care' on Saturdays from 10AM - 1PM but that it was for 'urgent' care only. I was told that I needed to call tomorrow morning to have any chance of getting in on Saturday.

What kind of asinine policy is this?

I explained that my issue was quite urgent and questioned why I simply couldn't book an appointment today (Friday) for tomorrow. This got me nowhere.

Rather than waiting on hold for a half hour tomorrow I think I'll take my chances at a walk in.

Thanks for nothing Oak Med!

Dr. S. Aggarwall is the most knowledgeable, genuine, and caring doctor my family and I have ever had. He always remembers any previous discussions or concerns I've had with him regarding my health and finding to right solution. Which shows me that Dr. Aggarwal cares about my well being, and quality of life. Words can't express how grateful my family and I are. To the kindest receptionists that welcome you at the front door and all the Oakmed Team that goes above and beyond. Thank you