Primacy - Queen's Quay Medical Family Health Organization

The management of this place is deplorable. Front desk staff more often than not make things harder, IF they happen to respond to you. Trying to work with staff here is like herding cats. There are a couple good ones but most seem incapable of being helpful in any way. I’ve tried speaking to management with constructive feedback MANY times and management has never returned a call. I left this clinic months ago and I’m still getting regular emails from them as if I’m still a patient there. It’s a mess. Save yourself the headache and find a better clinic. Even the doctors complain about how the clinic is managed and how their feedback is never considered. It’s brutal.

Unfortunately I have had more than one negative experience with the front staff. Both times the individual was incredibly rude, dismissive and short with me. I have never experienced this at a doctors office. That being said, the actual doctors at this clinic are great!

I hate writing bad reviews, but the clinic staff here are just terrible and I don’t wish for anyone to be treated how I’ve been. In November of 2022 I submitted my intake forms and was asked to reach out in the new year to book an intake appointment. I reached out via email once in March 2023, and once in August of 2023 via email and got no reply. I had called multiple times over the course of the year and never got a hold of the receptionist. Finally on November 14 2023 I got a hold of a receptionist and explained the situation to her (even forwarded her the emails I had sent to prove my multiple contact attempts). I asked to speak to the manager as she was extremely rude and condescending to me. The manager replied very politely over email and said she’d have someone reach out to gather my information to get me into the clinic. When the receptionist reached out, they were again very rude so I have decided to take my business elsewhere. Compassion and organization are two critical traits in healthcare, I don’t have faith that any admin working the front lines at this clinic have that. There’s a reason they’re taking new patients, it’s because people don’t want to be treated like this.

Staff is terrible! I can't believe the level of service they give. For being a clinic, they truly lack the essential element of care. Really disappointing.

Nobody answers the phone calls, I live far from where this clinic is located and every time I have a minor or major issue to talk about I am unable to reach the front desk.

Other day after calling several times I had to drive all the way to the clinic in heavy rain storm with family just to know that there are no walk-ins and we needed an appointment and had to return back without any doctor consultation.

On the positive side of it, they treat you decently when you go in person so I don't understand why they cant put that extra effort to answer the phones

Correction (wed Aug 30th 2: 45pm) ** typing this from the parking lot. They have new people in reception who are racist and make comments with their shift colleagues right in front of you. What a pitiful state this place is turning into. Do these reviews even matter? Can't help but hope they receive the same treatment when they have to use some service for themselves in future.

That sums it up for how my experience is with this place

Believe the reviews. Dr. Hache is excellent, but it's not worth the stress of dealing with the admin side; if you even get to talk to anyone. Such a shame.

I’ve never written a review before but my experience here was so awful I had to write. I waited six weeks for a meet and greet with Dr Kashif Parvez, making it clear in the intake form that I already had a family physician with whom I had lost confidence. They call me in, take BP and measurements. Dr Parvez asks me two short questions and sends me packing, saying he can’t take me on because I already have a GP. Utter incompetence. I look like a healthy 50something male but I have a serious chronic medical condition. Dr Parvez sized me up and dismissed me on the basis of my appearance and professional status. I realize that there are needy people looking for GPs but this experience was demeaning and cruel. He’s still taking on new patients; if I were you I would look elsewhere. The clinic is clearly badly managed and Dr Parvez is clearly unprofessional, not having even bothered to ask about my health situation or why I was seeking a new GP.

I have been desperately trying to book an appointment with Dr. Parvez for weeks. Front desk hangs up the phone after putting you on hold, or will send you to a voicemail that is not checked. I sent my request by email too and no answer. I will find another family doctor.

I hope Im posting for the right place- its for the little clinic that does ECGs etc next door to the walk-in. I believe its just an extension of this clinic?

I wanted to write a review to express my gratitude to the very lovely staff there- I brought in my grandmother recently for some tests and Nazir and Farhana (I hope I hot that right?) were lovely. So pleasant, accommodating and professional despite that we were late. Thank you both very kindly. Also a huge thanks to the lovely receptionist that has greeted us with such warmth and beautiful smile each time. Thanks to all three of you for your great, care and wonderful experience!

People are nice, but they must be instructed to don't pick it up the phone during the mornings. What makes it worse is that they left you hanging for 20-30 minutes on the line to move you to the voice mail. Not cool at all: (

Unlike a lot of other reviews, the front desk staff were very helpful rescheduling my appointment and did their best to accommodate both My mother and I and that's why I'm giving 2 stars instead of 1. However, our meet and greet appointment with Dr. Jamal was a waste of time. She had already made her mind up that she didn't want to take us as patients when she walked into the room, we received a lot of prejudice and it was an extremely unpleasant experience.

I have found Queens Quay medical to be professional, on time and all of the doctors I have seen there have been wonderful (and to be clear, I am hyper sensitive and very discerning).

In their own unique way, the entire staff, from Dr. Matar to all of the ladies, are a collective medical miracle. Professional, polite, efficient and very friendly. All of us initially visit doctor's offices with complaints, but given half a chance and the respect due them, the ladies here will have you feeling better before you even see the doctor. Trust them. Give them the smile they deserve and you will be rewarded ten-fold. I have encountered countless hospitals, clinics and doctor's offices across this country but in all of Ontario there are no finer! They are all together a paragon of polite, warmly welcoming professionalism. In these trying times, you merely need to give a very little in order to receive the very best.at Queen's Quay Medical.

Shruti, their front staff is incompetent. When asking for an urgent care appointment, she said the had thousands of other patients who are more important than I am. This is what you have to put up with, when your government totally fails to provide the service they take half your paycheck for.

As stated many times by multiple other reviewers, reception (getting a hold of the front desk, their ability and willingness to assist you, their poor attitude) makes this location a last resort. DO NOT USE THIS PLACE FOR MEDICAL SERVICES.

I have been a patient of Dr. Lam's since she was at another medical facility on Broadview Avenue. She has been an incredible family doctor for my partner and I for so many years now. Today, to me, exemplified the fastidiousness that has characterized her care to my family over the years; I got injured at work, called at 10: 30am to see if I could be seen; I got an appointment made for 2pm the same day. She addressed all of my concerns and questions at this appointment, and treated my wound with care. I felt so lucky that I didn't have to be stuck in an ER department for hours. The nursing staff here are also very friendly and hard-working. And added bonus, there's a pharmacy upstairs and you can do last-minute grocery shopping.

If I could give less than 1 star I would. I have been a patience at this clinic for 10 or so years. My previous doctor there, Dr. Reynolds was amazing and she was the only reason I put up with the difficult front desk. Sadly she left some time ago. I was automatically passed onto Dr. Hache. First opinion, hes fine.not terrible. But it would seem scheduling an appointment with him is impossible. Between him and the front desk I cannot get in let alone have prescriptions refilled in a timely manner. This has been ongoing for over a year now.
My most recent encounter, Dr. Hache himself booked me for an IN PERSON appointment. I show up and hes not even in! Reception wanted to put me in a room while they called him, nice gesture however I had a phone appointment with him a few weeks ago. He requested the in person follow up.bringing me here.
This place is a nightmare, thank god I only have 'mild' mental health issues and am in relatively decent health.

Amazing Physicians. Really poor front desk support. Getting a hold of staff is impossible. There is no email that is checked. If you require anything to be followed up on, faxed or records to be send you need to follow up yourself - multiple times (if you can even get a hold of someone). Management should ensure they have the appropriate staffing in place for the needs of this busy clinic. My physician left and I will be not be staying on with her replacement, in part due to how the clinic is run/ease of accessing care etc.

Dr Matar is very responsive, caring and I’m so glad you’re our physician. Thanks to the front staff who helped me with my healthmyself portal and navigating through it.

Scheduling system is the worst. Their emails never reach you. Availability is after weeks. I tried calling them multiple times before an appointment to confirm my time and left a voicemail. They called me after the appointment saying it was a no show and that you have to pay out of pocket. Wasted an entire month.

I recently registered with this clinic about 6 months ago. Dr. Matar has been my family Dr for the time being. I can’t say enough good things about Dr. Matar and the whole clinic. Would recommend anyone to this clinic.

They have been decent so far, excepting today.

How does a physician (Dr. Hashe) look at a scared patient in the eye and deny medical attention saying that he can only discuss one of the two allied issue. How is this empathetic?

It is doctors like these that cause our ER wait times to be too long and for patients to loose faith in Canadian health care system.

Get the right doctor and this hospital is good.

I have been trying to get hold of someone to get my medical records but boy its tough! Their phones don't work and their website is useless! Why and how are they still operational!?

My doctor was great, but the clinic functions are not. I have gotten many emails telling me to sign up for and book appointments through their online portal. When I log in to the portal, it says "Queens Quay Medical does not allow online appointment booking". I've called several times this week to no answer, and a notice telling me their voicemailbox is full. I can't leave a message or get in contact with anyone so I can speak to my doctor. It's really shameful.

I loved my doctor but she has recently moved on and I now have a doctor I can't get an appointment with. Don't even know his name (he was assigned to me). I've called multiple times and no answer. I've left a message requesting an appointment and no one has called me back and it's been over a week.
I will be moving on and I would advise anyone thinking of going here to think twice if what you're looking for is care and dedication to patients.

I want to thank the staff at reception and Dr. Nunez for the prompt and efficient care I've received. I transferred to Dr. Nunez after finding it almost impossible to reach my prior MD: calls not answered, messages left unanswered. It was a frightening situation, frankly and it was with great relief to find the exact opposite at Queen's Quay Medical. I feel cared for and safe. Thank you. Thank you.

Very unprofessional. Receptionist was extremely rude and hung up on me for the reason that she can't find me on the patient list when I was still talking trying to help her find my file providing other information. Ruined my day

Reception does not respond to appointment requests, doctor Lotar Nunez Sotelo talks you down and makes demoralizing statements about your concerns. Big time regret having a family doctor here. For 3 weeks I’ve been trying to reach them. They are reading my emails (yes I track read receipts) and not responding. Stay away!

Dr. Lam is great! She is probably one of the best doctors I've had to deal with. I've had no issues with the Medical Centre in general.
Suffice to say, I do not want to change doctors since moving out of Toronto. It is well worth the 1 hour drive.
The only downside is the parking situation.

Queen’s Quay Medical has been our family doctor for many years now. The staff always go above and beyond. They are incredibly helpful and quick to help you and book timely appointments. We have seen them grow their practice, but they have always maintained a “small town” feel, like our previous small town doctors did. We also appreciate that our doctor, Dr. Beswick, is very thorough, not shy to refer to specialists, and is incredibly smart and caring. Happy holidays to the whole team!

I really wanted to leave a good review, I told Dr Mohindra I would but I can't. Dr. Mohindra is a great doctor but the front desk staff are so rude and unhelpful.

I just got off the phone with the receptionist to book an appointment. She was very rude to me saying things like "you should know that, you're a patient here", "that's not how we do things here" and "how am I suppose to know, I'm not a doctor". I stayed calm when I spoke to her but my last two calls have been like this. I have no idea who's doing the hiring but I think I've made my last trip here. I like Dr. Mohindra but the front staff are so rude and unhelpful I refuse to put myself through that every time I book an appointment.

To the manager/owner and doctors that work there: I know you read these reviews.why don't you hire better staff or train them in basic customer service? Look at all the reviews here, there's clearly a problem and you've done nothing to solve it. It's a shame because you've got great doctors here.

I would stay away from this clinic in its current state.

I am very disappointed at this clinic. I have never written a bad review on anything so far, but I just can't help myself but write one for this clinic. First of all, the staff is unfriendly. Right now I feel like it became "normal" in most of the clinics, so I am just going to pass it. However, it is still very upsetting.
Second of all is a doctor I was with. I have never felt so left alone with my health. No matter how bad I felt, I was never even given a referral to investigate my issues further to start with. All the time for her it was "not enough" for a referral, "let's wait and see". Really? ! I don't know how to explain it. All the time I felt like she did not care. 0 compassion.

The support staff is very unorganized here. I've been without my required medication for nearly a week due to their incompetence on passing on prescription requests. Though my doctor is great, I really wish she was back with her old practice where these things went much more smoothly.

Dr. Jha and Dr. Mohindra are incredible. They have both gone above and beyond for my family on so many occasions. In fact, all of the doctors here are wonderful - on occasion we have seen a couple others on a last minute notice, and they were SO great and patient with my little one (he's now 4, but we've been seeing Dr. Mohindra and Dr. Jha since about a year before I was pregnant). When the clinic first opened, the front desk was a little scattered, but now they are great! The staff at the front always takes the time to answer my four year-old's many many questions. Thay also have an in-house lab here, so you can get blood work done onsite instead of having to trek to a lab across town which is a HUGE time saver.

Do not waste your time at this clinic.

Met with Dr. Sanghera twice in the last 6 months or so; both appointments ended up being a COMPLETE waste of time. Unfortunately Dr. Sanghera's inexperience really came through and on both occasions, I left with ZERO confidence in her level of knowledge and competence.

I'm curious about the other reviews that mention booking physicals at this office.according to Dr. Sanghera, physicals simply aren't a thing anymore and NO ONE in their office practices them? !

I must say I do find it ironic that her bio indicates she enjoys and practices "preventative care. " Perhaps if your definition of "preventative care" is equivalent to "don't bother installing smoke detectors in your home, you'll know if there's a fire when you see fire, right? ! "

What's more concerning to me is that her bio states she holds a Masters in Human Nutrition.the significant changes I've made to my diet and supplement routine over the last 6 months, apparently didn't warrant looking at how these changes are actually affecting my body (good or bad) ? !

Absolutely ridiculous.

I will not be back to this place and I HIGHLY recommend you find yourself a clinic with experienced physicians. I have visited several clinics over the last 8+ years I've been in Toronto, that provided not only FAR better care, but also managed to instill confidence in their medical ability and expertise.

On a side note, unlike the other reviews, I had no issue with the service/attitude of the reception staff. They seemed a bit unorganized the first time I was in, but otherwise no issues there.

Love my doctor, she is great, but the reception staff a far from friendly. Used to refer people here but not anymore.

Very rude staff, the receptionist just shout on you! They also want to charge you extra for anything!

The support staff are awful and the doctors have too many patients. Rang today and got told I couldn’t see my family doctor in the evening for 5 weeks because they rotate the night shift. Terrible place

Absolute worst clinic in Toronto
I was 10 minutes late
I waited a month for my appoitment and arranged a physical when I arrived they wanted to reschedule my appoitment and even then said it would just be a meet and greet so I’d have to wait for a second appoitment to get my physical.
Completely ridiculous. They don’t care about patients or their needs at all

Dr. Lam is amazing, non judgemental and very friendly. HOWEVER, the support staff ARE HORRIBLE, JUST HORRIBLE. I need to hold back my words and bite my tongue every time I'm in the clinic or on the phone, just so I don't say anything I regret. The support staff never greet you when you approach them, are always on their cell phone or talking to one another, and/or just plain RUDE.

The first time I attended, I was told I needed to obtain a new health card, because my red and white card was no longer accepted. Fine, so I had to place a deposit of $70 on my visit, that I will get back once I get my official health card and present it to them. I went back a few weeks later, to not only be told that they do not have the cash, but they do not know when they will have it? They then went on to tell me, I would receive a call once they find my deposit.

#1: Why would they not have my cash in the first place? It's a deposit from a patient, it should be placed away accordingly
#2: This was a total waste of time of me coming to the clinic, and having to be told this unacceptable news
#3: Now I had to wait for a call when they found MY money, and RETURN to the clinic to pick it up. Again, waste of time.

The only reason why I continue to attend this clinic, is solely based on Dr. Lam. If she wasn't there, I would never come back or suggest this place to anyone. They really need to do a haul of new support staff, if they want to keep business going.

I agree with all the other reviews here and if I could give 0 stars I would. The support staff is abysmal and has no business dealing with people when they are sick and vulnerable. The Pilipino receptionist is particularly abrasive.

When I booked my first meet-and-greet session with one of the doctors at the practice, I was expressly told by the weekend receptionist that I would be able to meet other doctors at the clinic as well to decide who would be the best fit for my needs. Based on this I booked with one doctor, safe in the knowledge that if I didn’t feel comfortable, I could meet others at the clinic.

I did not get a good vibe from the doctor I met. I felt she was extremely cold and to some extent dismissive of some of my biggest concerns. On my way out, I went through the motions of booking a physical a few weeks hence, but the more I thought about it, the less comfortable I felt about having her be my family doctor. That’s allowed - I am allowed to decide what’s best for my care.

I called back a few days later to book a meet-and-greet with another doctor at the practice and was brusquely told by the Pilipino receptionist that I was not allowed to do so. I can go see another doctor somewhere else, but not within the clinic – that’s their policy. This is the opposite of what I was told when I first called.

I tried getting an explanation but was brushed off and told either I can stick to the doctor I met or take my business elsewhere.
So I’m forced to see someone I am not comfortable with AND do not get access to their other doctors.
It literally felt like I was being punished by an unreasonable school teacher. The lack of professionalism and politeness was appalling.

I got a voicemail the same day saying the doctor has “a message” for me and to call back.
I called back only to be read out a long message by the rude receptionist from the doctor I visited - she read too fast but I think the gist was that their policy is to not allow multiple meet-and-greets because it takes time away from other patients needing care - this I understand completely, but again, it’s the opposite of what I was told at first. If I knew this policy, I wouldn’t have asked for another meet-and-greet and simply would have cancelled my physical and declined to use the doctor as my family physician. That’s what a meet-and-greet is - a way to determine if you want to move forward with a doctor or not - a decision that is not always made at that very moment.
The kerfuffle was created by miscommunication and compounded by staff that seems to be untrained in how to deal empathetically with humans - all while making me feel like I was the one harassing or doing wrong by them.

I was also told by the rude receptionist that despite the policy I could meet another doctor along with some other stipulations which sounded like punishments.
I stopped listening frankly because the receptionists tone was SO rude and condescending and I’d already made to my mind that I no longer want anything to do with this ridiculous clinic, their randomly changing policies and their horrendous support staff. The only reason I called back was because they called twice and I needed to cancel my physical. I declined to meet any other doctor at the clinic and cancelled my physical with the first doctor.

Even if I vibe better with the other doctor, who wants to deal with nasty receptionists everytime I’m sick and in a compromised position?
I don’t think I’ve conveyed my disgust adequately but I literally never bother wasting my time writing reviews if service wasn’t up to par, if that’s any indication of it.
If you can help it, find another clinic.

Doctor doesn't care about patients and is very condescending and rude. She was very unhelpful when I was sick. Found a new primary care physician who actually listens

I think Dr. Holly Lam is great. But the support staff is atrocious - specifically the Philippino receptionist. She constantly interrupts you on the phone. At one point I wasn’t sure about a question and had to confer with my gf, she then interrupted us on the phone and said we could not speak.

She then told us the next available date and as my gf thought if the date would fit her schedule, the receptionist again interrupted her.

It felt almost as if we were on a quiz show with a timer. Just extremely uncomfortable and rude. I want to come to this clinic but I’m having doubts if the support staff is like this.

This place is horrendous. If you can, FIND ANOTHER CLINIC! My doctor has been good but their front-desk service is the worst thing I've ever experienced. If you don't know how to deal with people, why in hell do you get a people focused job? I've been calling for weeks to arrange a simple refill for my thyroid medication and they keep blaming shoppers drug mart when I am aware that they have requested the medication. I can't come in person because I no longer live in Toronto and finding another doctor is being quite annoying.

The East Indian receptionist with a British accent and the Indian female doctor who owns the place are the rudest people you will encounter in your life. Stay away from this clinic. Rude, entitled and extremely unprofessional. They are very confrontational and extremely unprofessional with their conduct. If I could give this place a zero I would.

Doctor is extremely unprofessional and condescending. I am from Korea and my understanding of English means that I am unable to convey my points across as effectively.
I am far from proficient but I am not fresh off the plane. This doctor makes me feel like I just stepped off the plane yesterday and having a check up by her for the first time. She keeps saying I don’t understand you and gets upsets at every little comment. She says “ I don’t understand you” and “ you don’t know what I am talking about” when I am trying to explain to her my symptoms or issues.

I’ve dealt with other health professionals and the other ones I’ve visited made me feel comfortable and it is pleasant to deal with them. But, with Dr Sanghera, I feel like I am being interrogated and don’t feel comfortable at all. I know doctors aren’t expected to hold your hand but sympathy and compassion should be at the top of your list!

My family doctor is never available, receptionist are really rude. If you have an emergency they don't care.