West Durham Family Health Team

I have been a long time patient. Never had a negative experience. Always felt supported and well taken care of. My long term doctor retired and they replaced her for me. Majority of my family have doctors here and everyone speaks so highly of this team. Anywho, I just wanted to point out how grateful I am for my doctor and this medical team.

Extremely poor service. New doctor there could care less about her patients. Such an incompetent, inconsiderate service from receptionist to Doctors. We took day off from work to see her with concern and have it diagnosed. She basically said no even for blood works.
Dont we pay taxes for this?

My family doctor is here. I have been coming here for years and always have a great experience. It is a busy clinic, but I have not ever waited long and have always been able to get an appointment in a very reasonable time. Thank you to all the staff that work here.

Front desk staff need an education in empathy and professional communication. (Except for Crystal, who was extremely helpful). Front desk staff are extremely rude and unhelpful. My parents are elderly and this is there family doctor office and the way they are spoken down to by the front desk staff is unacceptable. There is a sign about how staff need to be treated with respect and that should also be the case in regards to how the clients should be treated.

My family has experienced prescription renewals being sent to wrong pharmacy, regardless of numerous requests to have information in file updated. Doctors that don’t listen to their patients, but attempt to hurry every appointment. Turnstile medicine atmosphere. Underwhelmed.

I’ve been asking for an ADHD referral since September 2021, but regardless of how many follow-ups it took for that, I finally received my diagnosis from an ADHD clinic in October 2022. Since then, all I’ve needed is a quick talk with Dr. Mruna Shah, for a prescription, but she’s never in the office. Its been FOUR months and constant calls to the office (which most times arent answered or you get hung up on after holding) and i’ve heard nothing aside from the fact i need to book an appt with her but only:
1.cannot book in advance.only on the FEW days shes in office
2.on the few days she is there, shes only there for a couple hours, but always MAX till 3PM, even though clinic is open till later.
3. ONLY does phone consults on wednesdays between 9-10 AM, where i don’t understand why i cant book a regular appointment around 11: 30 during my lunch hour and call her instead of showing up in person, which is less feasible (since i’m away for co-op and school).
What am I supposed to do if I have work 5 days a week and won’t be free till a bit after 3? Due to this, its been very frustrating and hard trying to contact her and get my prescription.
I got so fed up and wanted to change my clinic, but guess what! When i asked the receptionist… i gotta talk to the doctor about changing! When I can’t get a hold of her anyways!

This place is brutal.you can never get through on the phone. Today, 5 phone calls. 1st - I was put on hold for 12 minutes. 2nd - I was put on hold for 5 min 45 sec. 3rd, 4th & 5th there was no answer. This is so unacceptable but, it is also not new. Reception was incompetent long before Covid and it still has not been fixed. I know many people who have had this same experience. West Durham Health is far from professional. So, I will now start calling again.

After so many instances like this I am completely exhausted with the unprofessional attitude. I have been trying to contact my doctor for my ultrasound and blood test reports but they put me on hold every time for more than 30 minutes and I am still not able to get an appointment for this week. They gave my appointment after two weeks. Patients are sick and because your family doctor is booked for the whole month or minimum two weeks, we have no other choice but to go to other clinics. And then we get blamed why we went to other walk-in clinics. So frustrated!
Please hire more doctors and receptionists to reduce pressure as they are working hard and getting backlash from patients. Health workers are frustrated because they have too many patients and patients are frustrated because they don’t get health care in time. Both sides are actually not at fault. There are thousands of experienced doctors who are waiting for their residency/licensing and government is not helping. We need Doctors…we need better health care