True North Imaging

My experience at the clinic was neither exceptionally positive nor negative, but the absence of an online presence even an IG does raise questions about their authenticity and transparency. I hope my feedback encourages the clinic to take steps to address this issue.

I was in there at 7 am for an exray, Amanda and Helen at front desk were so rude with patients my god, I had to email my requisition to Amada I needed help with sending the attachment file she was so rude when I asked her to help me it's as if if I was a Botger to her.
A women came in she was overweight and was early for her appt, Amanda said did u want tobwait or come back, she said I will come back.
Helen and Amanda then Said they probably will ho to McDonald's as IF THEY NEED IT, what the hell kind of staff do u have working there Rude rude rude.
Heather tge xray tec was so nice and quick with my exray.
I'm not happy with tge service I got thus morning I hope tgey will be spoken to or written up I'd appreciate an email back in order for someone to call me I have more to say regarding this morning appt.
Thank u
Please email me today with a phone number so I can call and report more issues from thus morning.
Thank you have a great day.

Their website indicated close at 5pm.
At the location indicated close at 4pm.
The reception (x-rays) and the company are disastrous.
Said" depends on the volume of people coming in. We are adjusting our service
Any service job accepts customers to the last moment of daily operations time. Companies such as True North feeded by taxpayers have such attitude.
Was wondering if the volume of patients were less, they extended the
Operations hours!
I visited 4 locations of this company on two different days of the week between 12: 10 to 3: 30 pm and the same results.
I would like to ask the KW population to
avoid this company (corporation).
And give them a lesson.
I lost two half days because of the none written policy of this company, and when I shared it with the receptionist, she said, " You should come at 8Am. "
I checked and observed she was telling
yo everyone coming after 12;30pm

Not organized. Came around 1 pm and gave the form to the lady (not patient and a bit rude) at the front desk. The lady told me to get the blood test done first and then come back. Waited 2 h and figured that the lady who got my form didn’t ask me to pay so I wasn’t on the waiting list…

This location DOES NOT do xrays! I really wish they would post this or change their name to True Noth Ultrasounds so we wouldnt have to waste our time.
Apparently they dont have a single technician to do them. The other location has 4 hour+ waits, so if you need an xray in kitchener, good luck!

Place is a zoo. They should post on there website if your coming for an x-ray come by 2: 00. So if you work you basically have to take the whole day off for an x-ray. What's happening to ontario's Healthcare?

Go right at 7 a.m. If you want to avoid crazy wait times. I was in and out in no time and the reception staff were lovely.

Who wasn't lovely was the x-ray tech. Wow! Somehow she managed to be rude to me three times in the course of three minutes. I have been around for nearly 47 years and have not encountered that level of rudeness before. It made me sad.

For xrays, which don't require an appointment, the Victoria St. True North imaging location is much, much less busy and more comfortable then the Fairway Rd.location (which shares its waiting are with the attached urgent care clinic). At the Victoria St.location I was in an out in less than an hour, whereas 2 days earlier I sat in the busy waiting area at the Fairway location for over 3 hours, even though I was there fairly early in the day.

I needed an xray of my arm (shoulder and elbow). The staff were friendly and my technician made the experience very comfortable. I didn't need an appointment and was in and out in 15 minutes.

Monday May 9th, 2: 30pm: The receptionist behind the counter for X-Rays refused to help me three times (older blonde lady with glasses) - extremely rude. The other staff members were kind.

Context: I waited behind two patients at the counter - there was no one else in line. When one patient left, I went up to the counter. The lady gave me a look and ignored me before accusing me of not being in line, and ordering me to get back in line - in a patronizing manner.
When I went back to my spot in line, she asked the entire room who was next asides from me, literally overlooking me, despite the fact that I was clearly at the front of the queue. She wasn't serving anyone, yet she refused to serve me AGAIN.

I informed her that I was indeed next in line and I had come up to the counter because it was open. Only after a few minutes of this back and forth did she agree to check me in. I then inquired whether patients typically lined up on the left side of the room (where I had lined up) and she confirmed it was.
Thus, whatever led her to immediately believe that I had cut the line is beyond me. It seemed discriminatory given she only took one look at me before jumping to that conclusion. This needs to be looked into.
To deny a patient from checking-in AND forcing them prove that they were in line at all because of an ungrounded belief that the receptionist acted upon at their whim - is unprofessional to say the least and should not happen again.
To make matters worse, before she actually checked me in another patient had cut me to ask a question, yet the receptionist gave no hell to that patient.

I had a pelvic ultrasound done here this morning. Michelle and Pyaras were very courteous, professional and knowledgeable. They made me feel very comfortable before, during and after the procedure. The wait time was also very short. The service was excellent. I would recommend this place.

A 10+ for the technician that did my mammogram and 2 xrays on my leg. I was in and out in a short amount of time. She was very efficient, friendly and very personable. I will definitely recommend this place and I will be coming back here again!

My reason is for giving two stars is solely based on this: the ultrasound techs are absolutely outstanding however the receptionists are difficult. I had to explain 10 times on the phone why my Dr referred me for an ultrasound and she didn't know the difference between a health card number and cell number.

Friendly Staff, I waited about 10 mins, no complaints. I had an Xray and ultrasound done same appt.

I wish I could give them 0 rating. Receptionist was the rudest lady And extremely poor management at this location. I wish I could make complaint against them somewhere.

Never had an issue at this location. They are friendly, they get you in and out as soon as they are able, they answer their phones so you can book an appointment. All things that the Boardwalk location is not.

Had x-rays done by the tech, Denise. She was amazing, just an expert in what she was doing and very open to doing fewer x-rays than had been ordered out of respect for my comfort with radiation. Working in health care myself, I really respected her competence and patient-centered approach.

Not sure why this location has a problem with allowing access to your images through Pocket Health, but I’ve had to wait over a week twice now for them to just verify my request. I’ve had imaging done in other locations and they have approved my request in the morning when they open, and in the evening before they close for the day.
I emailed this location to remind them, or to ask if there’s a reason why I should still be waiting a week later, and they didn’t respond.
For people who work in customer service, and in healthcare, am I a fool to be holding them to high standards, or am I just a neglected afterthought?
As for how crowded the space is. WOW. I haven’t felt so uncomfortable during the pandemic anywhere else, but their waiting room. There’s no way the chairs are 6ft apart. They have about 20 chairs and every single one had someone waiting in it, with patients pouring into the hallway.
Needless to say, I will strongly ask my doctor to send me to any other location than this one.

Worst experience with emergency ultrasound. They have clearly mentioned on their website that they will try to accommodate an emergency ultrasound the same day but it's not actually true. I didn't get a time for the same day or even the day after. And the lady says we don't say no to our patients. Then WHAT IS THIS?

Ladies this is where you want to get your TRV Ultrasound and Sonohysterogram done. The technicians are wonderful. The female doctor whose name I unfortunately didn’t catch was absolutely incredible. I had such a positive experience that I wanted to hug them. Obviously I didn’t because covid and because that would be strange. But they were a pleasure to deal with and their bedside manner is excellent. It really helped me with my anxiety about the appointments. Thank you to every member of the staff that I interacted with for providing the highest quality care to me.

Pleasant staff and modern office. You can't make an appointment for X-rays, but if you show up at openning, you shouldn't have any issue.

I was a bit apprehensive about going to the clinic to have an ultrasound done after reading other people’s negative experiences here but was pleasantly surprised.

It was a bit frustrating getting an appointment - I called around to several True North clinics and only reached voicemails before one advised me to book online. Once I booked online though, someone emailed me back within the hour with a number to call to book an appointment. I was able to reach someone right away with that number and an appointment was scheduled - the earliest they had was a couple weeks out.

When I got to the clinic, the waiting room was full but seats were spaced out. Reception was pleasant and efficient with every client. I had an appointment booked for noon and had to wait 15 minutes after but honestly, a wait isn’t a big deal. It’s not like anyone is sitting around twiddling their thumbs, they’re obviously very busy. My tech, Rabia, was superb. She was very friendly, competent and patient and made sure to take the time to get accurate readings. It was a very pleasant visit, thank you!

And the results were sent to my family doctor almost immediately. Very impressed with the fast turnaround.

I've seen so many bad reviews here but I went in for my 1st ultrasound and the tech I had was amazing, I wish I got her name shes skinny with long brown hair and glasses in the room with the flickering light.she went out of her way to show me my babys heartbeat even tho it's only the size of a jellybean atm and let me use the bathroom numerous times.she made sure I was completely comfortable she was great the front desk people were yes a bit less chatty but were far from rude just busy

Walked into a very busy clinic in the afternoon, all seats full, i was worried about it being a long wait because for Xrays its walk in only.was satisfied with only the 20 min wait time. I forgot my Health card but the younger lady at the desk said it was no problem as long as i got the last 2 numbers on it, which i did!
The COVID protocol was a quick paper screening and a temperature check with a thermometer.when she pointed it to my head i said no thanks and asked for it on my arm, she did with no questions asked, thanks again.
Everything went smoothly and everyone i spoke with was very polite.
I was hesitant with all of the bad reviews, but i must have been lucky with the good staff in the afternoon shift. Although 85% of the people who walked in were very rude to the nurses, so maybe its the patients not the staff who's the problem? Not sure.but will return if need be:).

I have received excellent care at this location from start to finish.

I needed to have my test done by a certain date in order to see a specialist and even though every single lab in my area was booked solid, this location squeezed me in.

My ultrasound tech was absolutely incredible. I have suffered through tremendous medical trauma and suffer horrible chronic pain. SUPREET was professional, kind and understanding.

I highly recommend this clinic.

Unfortunately the management of this unit is very poor. The wait is consistently over 1hr, and appointments cannot be made for X-ray. If there is a problem with a referral you will have to return and wait for another hour as no place can currently be held for you. Additionally, no offer of a pregnancy test before X-ray is offered and the recourse was that if you could not guarantee on your own that you were not pregnant you would be asked to come back when you were certain. As a positive note, the administration is very polite and doing the best they can under their current management orders.

Wow! There are some very unpleasant people working there. Except for the technician that helped me. She was great!

Worse place ever, dont respect the customers, make you to wait for almost 2 hours even though if you have an appointment, don’t recommend this place at all, bad customer service as well

Ying was awesome and friendly, very informative. Would recommend this establishment. We are new parents and she did her best to get us awesome pictures!

I’ve always had friendly and prompt service at their desk, even when the clinic is super busy which it always is. I have seen multiple ultrasound techs and have always been treated well.

What a poorly run facility. Wait times are atrocious. Nothing like scheduling appointments for the full day, then letting walk in patients with requisitions sit and waste their day away for a simple xray. Possibly let people know this so they can just call and make an apt over the phone and not screw them out of a work day. Very frustrated with this place. I'll be asking my Dr to switch where he sends people for the xrays.

Could not find the place (it is on the lower level which is contrary to the sign on the elevator). X ray machine was broken. We were waiting in line for them to tell us that instead of just putting a sign on the door.

The technicians do their best to work with the pressure and time crunch of the industry to accommodate every patient, without ever making them feel rushed or uncomfortable.

Still sitting waiting more than 2 hours. Wow! Seem to be very inefficient.cannot book appts for xray here. Avoid this place!

Had the worst experience with my ultrasound tech today! She didn't even let me see the baby. I'm not impressed. This is the woman who will be doing my exam again next week! The techs used to be so good. What happened

The lady’s at the desk were not friendly but monotone. The lady that did my X-ray was very nice. I waited 45 min to get it done which I didn’t think was too bad considering How many people were ahead of me. A friendlier desk staff would go a long way for sure

My first time at the Victoria location and i was doing my 18-22 week ultrasound. My technician was absolutely wonderful and made my hour long appointment fly by. She was so funny and genuine and made me feel super comfortable. She was amazing!

My mother-in-law had an appointment here and the first test the technician was so amazing! That’s why there are three stars because she only deserves it! She made us feel so welcomed and comfortable. However, the 2nd test that my mother-in-law had the technician automatically assumed that she needed a translator and then she’s flying through the questionnaire and talking to my mother-in-law like she is stupid. I’m sure she did a great job with the procedure but the customer service and patience was lacking. I know not everyone speaks English, but there’s a way to treat everyone which is supposed to be equally

Such a bad service! I had called them to change my appointment time, however the lady who picked my call put me in hold for more than 10 mins and finally another lady answered and asked how can I help you! I told her that I spoke to a staff to change my appointment time. She said oh that was another staff not me! I asked her whether I can change my appointment time or not. She said “no”. Just to say No they put me in hold for 10 mins and their approach was terrible! I have been there several times (as this is the closest scanning centre) and seen that they treat people with arrogant attitude! They don’t show any pleasing customer service to the customers! Horrible!

Great experience. This is my first pregnancy and have gone several times now for my ultrasound. Front is always pleasant and helpful. Raabia goes above and beyond every single time! Can't recommend her enough. Thankyou!

THEY LOST MY XRAY! Worst experience of my life. I will never return and will warn others to stay away.
I sat there for 3 hours while you chatted with your coworkers. While im in pain while you lost my xray form and made me wait in an even smaller toom with a crying infant so the remainder of the room wouldnt hear of your screw up and just leave. This place is a health hazard and should be shut down. Ill do my part and contact public health myself.

I've had two imaging procedures here in the last two days: the first - a preliminary ultrasound, the second - a Sonohystergram.

The first day, I had a pleasant and fun conversation regarding The Avengers, DC and Marvel with the specialist that did my ultrasound. She was kind and personable.

The second day, I had my Sono with a doctor and her partnering tech specialist, who were both very soft spoken, transparent in their operations and kind. Even the medical nurse, who took me to my room, was spectacular and was very concise in explaining what next steps were to me.

I really felt as though ensuring comfort and providing solid customer service was a priority for them.

Thank you to the team of medical professionals that I had the pleasure of meeting and who conducted both of my imaging procedures - the service was second to none. Wishing you all the best!

K

The people at the desk feel like they are better than you because they have access to something you need.

Came to TNI for my first ultrasound due to abdominal pains, and was not impressed over how I was treated by the ultrasound technician. Absolute nightmare. This lady (wish I knew her name, older woman with an accent and short hair) was so ignorant, I wish I could have left half way through my ultrasound. The entire time she consistently nagged me for being gassy (I was there for GASTRITIS of course I'm GASSY?) and then continuously asked what I eat and if I eat "healthy". Like any other normal human being I said I mostly eat healthy but of course I eat out some times. This ignorant woman thought it was her job to lecture me on how to eat and maybe if I "eat healthy" I wouldn't be having abdominal pains and therefore wouldn't be getting a scan.
I wanted to tell her to shut her mouth and do her job, which is not a nutritionist OR a doctor! I had anxiety the entire time she was doing the ultrasound, and then would get mad at me for not breathing properly etc, and I told her it was my first time ever doing this. Terrible service, too opinionated when you should just do your damn job.

Other than a short wait time the woman doing the ultrasounds was extremely rude and could have just done her job properly.