Why does it take over an hour on hold to just book an appointment for a doctor? Based on the reviews here doesn’t seem like anything is being done about this. I have called in 3 times this week…. Still don’t have an appointment. Today called twice and on hold both times for over 30 minutes. Might need to start looking for a new family doctor. I have been coming to this doctors office from 30 years. It has never been this bad. Can’t say anything bad about the doctors here however, they are great!

Extremely poor service. The receptionist team has hung up my calls consistently for several weeks. It saddens me to write this as this has always been my family doctor which use to treat their patients as a priority. Unfortunately, it is now a shadow of its former self with seemingly more staff at the front desk with a fraction of the output. Hopefully the team can utilize this feedback and become better office for the community.

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.

I have been coming to this health clinic for the last 10 years and their service has decreased and gotten worse and worse over the last few years, especially during covid. The receptionists provide the absolute worst customer service, unhelpful. Some of them are nice, but some are horrible. and we are always unable to reach our family doctor. Dr Wong is almost never available, and even if she, it weeks to get just a "phone appointment" from when you actually need access to a doctor. I am not sure if its gonna take my death to receive timely healthcare. Extremely disappointed, and unfortunately we have no choice but to keep our family doctor because they are no family docs available in Ontario to sign up with. I have received far better healthcare in a "developing nation" as compared to here, which apparently is suppose to be top class.

I have been at this doctors office for more than ten years. Used to be a quick and easy to call the office or your doctor and get a response. Some days I spend hours trying to get someone to pickup. Often times I will miss a call from them and call them back half a second later and the lines are "busy". Id love to take my physical and mental health as a priority in my life however this setup is making that task a painstaking and aggravating chore where I have to make sure I have the day freed up just so I can attempt to reach my doctors office. Amazing doctors however, love them all to bits. Just cant get my head around how this had been so bad for so long.

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 😢😡

Most of their receptionists are rude albeit mildly helpful. I've been a patient with this doctor's office since being a small child. Ever since my doctor (Dr. Potter) was replaced by Dr. Ozair, I've had more bad experiences than good when I interact with their office. Meanwhile, Ozair has been out of the office more than she's been in the office. I've seen her (not a fill-in doctor or a nurse) one time in the 4-5 years she has supposedly been my doctor. To speak with her on the phone, I have to wait over 2 weeks. To see her in person? God only knows. I'm looking for a new doctor asap.

Takes days of calling and playing Russian roulette before you get through to front desk/reception. They take weeks to book an apt. And I am a registered patient here for 20+ years! They put me on a portal, but I can't message my doctor on it for a new inquiry. The administration and reception all need to be fired and a new employees who actually want to work hired. I can't stand complacent people taking home a great pay check and not working. We have poor people living in our community who cannot afford to put food on the table and work 3 jobs to make ends meet. How do people have time to call these clowns. They claim to "try to return a call within 24 to 48 hours!" They live in the 20th century, they can't automate their systems? They are just a sorry excuse for human leaches. Pathetic.

Completely unprofessional and a major waste of your time. Phoning doesn’t even put you through to voicemail you simply get a “line busy” message- and you’ll be seeing that message a lot. Even when you get through, the reception staff are difficult to deal with, and the doctor will go so far as to make phone appointments and then never get back to you. If you’re looking for quality care, keep looking.

If it weren’t for the fact that I really like my doctor I would find another clinic. Good luck getting through on a Monday. The phone rings and rings before a message comes on saying to call back later. If you like friendly receptionists you won’t find them here. Sometimes I wonder if anyone even reads the reviews!

Phoned in to make an appointment for a physical & the receptionist said we don’t do physicals anymore. So I asked for that amount of time because I had a number of issues to discuss with the dr & didn’t bother him during Covid. The receptionist asked in a snarky way what were my issues so I started to tell her at which point she cut me off and gave me an appt 2 months away and did a Covid screening instead of hearing all the reasons for my request. Give me a break - what good is a Covid screening two months before my appt. So I find someone to watch my dog in Oshawa (used to live) and continue to dr office for a total travel of 175 km to go to what was supposed to be a 30 minute appt only to be told by Dr Fischer (retired) replacement doctor he didn’t have the time that day. So no pap or other questions I wanted to review and no prior notice from the office of the shortened appointment time. I walked out of appt with a routine blood requisition, a prescription and a referral to a specialist. Also when making the appointment I was told off for not going to my mammogram in 2021 which I did go to This is not even close to experiencing good customer service. What a way to treat a senior. Thoroughly disgusted with the latest treatment of this office.

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 !!!

They need to hire more front desk staff. Getting through to somebody is unnecessarily time consuming. Having to call over and over again for hours on end, and not having an active voice mailbox is ridiculous. Their expectations are that we, the patients, don’t go anywhere else or other walk in clinics to seek treatment yet it’s next to impossible to get an appointment with your doctor. The doctors by all accounts seem good, but what’s the point of they’re never reachable when you need them.

This practice provides a variety of services. I appreciate the fact that there is an after hours clinic since it allows for my medical history to be easily transferred to my regular doctor for follow up.

The absolute worst. My husband has cancer and is undergoing chemotherapy. He needed to be seen by his doctor urgently as they suspected his kidneys could be infected which is life threatening. Instead of him waiting at the ER (it’s dangerous to be there as he’s so immune compromised) his family doctor said she could see him and help. Due to how sick he is from the chemo, we were FIVE minutes late to his appointment. We did the best we could to get him out of bed and there on time and explained that and apologized when we got there. The reception said she marked him as a no show and refused to let him see his doctor. We explained the entire situation, were apologetic, begged to let him see his doctor and she refused. There have been plenty of times of where the doctor has been very, very late but that of course is ok. The very worst and disturbing part is the receptionist clearly enjoyed being able to turn us away. Truly sick.

For a clinic of this size it has got to be one of the worst run clinics I’ve ever been to. Some of the reception staff are rude and completely unprofessional. They have this attitude of ‘well if you don’t like it, leave.’ The doctors are for the most part great, but until their office staff up their game and management starts putting patients first, they are about to lose some more business.

Doctors are good but the front desk is very bad and rude. Their online system is almost useless.

I have been going to this practice since I was born when it was at Whites/Sheppard. Unfortunately the reception is one of the worst I have ever seen. They are rude and extremely unprofessional. I have watched them put callers on hold to continue their conversations. It is appalling. The level of care provided by the doctors was excellent in the past though with the frontline they have representing them I have decided to make the difficult decision to find a practice that cares for their patients.

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.

Love my Dr. but front desk often over books which cause huge delays. My time is important and if I am s healed for a time, I would like to be seen in a timely manner. Not 2 1/2 hrs later

Attitude of the front desk staff is worst. They don't know how to behave with patients. Very arrogant. They treat as if they are running a charity organization. Doctors are super busy. You don't get an appointment with your family doctor soon. Minimum wait of 1 month. Pathetic.

The medical staff are wonderful but the answering service is the worst I have ever encountered. This has been going on for years. I have discussed the issue with my doctor several times and his answer is that they cannot get anyone to do the job, which make no sense to me, especially when every time I go, there are at least three people at reception. Not only can you not get through but often you cannot even leave a message. The last twice I have had to physically go there in order to talk to someone. As an 85 year old senior this is unacceptable.

Please consider going anywhere else if you need health care. The worst experience I’ve had in my life was at this clinic because I was unable to see my family physician due to inadequate receptionists.

I wish I could give them a ZERO STAR! Their reception desk employees are the epitome of RUDENESS. It took us three weeks, and multiple follow-ups to get the forms signed by the doctor that were required by the employer and three weeks of work was missed! They don't allow you to go to any other walk-in clinic either. Not to mention the charges of almost $50 to sign a form! Very disappointed with their lack of services.

I ended up at WDFH with Dr Shakoor by fluke. I’m extremely happy with all the people I have dealt with. Every receptionist I have spoken to has been happy, knowledgeable and helpful. One was even able to assist me with an IT issue I was having with the portal. Dr Shakoor is by far the best doctor I have ever seen. She is incredibly knowledgeable and friendly. I truly feel heard and feel that she has my entire health both physically, emotionally and mentally in mind while treating me. She is compassionate and caring and a lovely person. I’m very fortunate to have her as my doctor.

Very easy to find the clinic parking no problem. Friendly staff clean place. Friendly doctor who explained the treatment clearly as well he explained in Tamil language too for me to understand. Doctor gave me printout and video clips for me to follow up from home.

I have usually found this place to be fairly interesting; I don't think there are hidden agendas.But upon entry ,I feel that I maybe entering a high security office such as the Jefferson Institutefrom the movie Coma, or the more recent Wuhan institute.However I find I may have found the light down the tunnel and will be treated properly for insidious illnesses from human cravings.No I don't have Covid and it will not get a chance to attack me.Best wishes and love to all the Staff of the West Durham Family Heath Centre!

Ive been coming here for decades. I have several health issues and know that i am not an easy client for them but for what its worth, I find the staff here to be quite comptetent , friendly and efficient. My one issue is that there seems to be no way to communicate with them cyberly. They used to be a portal (pomelo) but I have now been told that emailing through that site is no longer possible. Luckily, when I wait for business hours , I usually get through and when told that I would get a call back, it does occur.

I just left this office with Dr Nava who is currently covering for my usual doctor. I have never left a doctor's appointment feeling so good. Dr Nava was calm, patient, and had great bedside manner. I addressed three other things while I was there during what was supposed to be a quick pap appointment, and she addressed all concerns I had without making me feel rushed. Thank you Dr Nava for making me feel calm and understood during my appointment today. You're a gem.

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.

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???

I've been going to this team since I was born. Initially when they were at the corner of Whites Rd. and Sheppard Ave. Originally I was with Dr.Tanious who was with me the majority of my life until retirement. Dr.Goldman since took over and has also been a major help and voice to talk to. The doctors here throughout my life have been there for me. they are 10/10. My only knock and reason for 4 stars is that I usually have trouble getting through to reception to actually book and see my doctors.

This Clinic is very well equipped to handle all your needs. Pleasant courteous staff and friendly inviting wait room for relaxing. EXCELLENT Doctors. A 10 out of 10

My family has been coming here since i was little. I am now in my 20’s and am constantly in shock by this place. When I do get to see my dr, it will be okay…I guess. After the weeks it took trying to get a spot. Days off of work I have to take cuz they only do same day appointments now. Yet there is still no guarantee you’ll even see your dr when you get here. The wait time is ridiculous to the point where you could probably die and come back to life before they are even ready for you. If Canada wasn’t stupid and had an easier process to switch dr’s, would’ve done that YEARS ago

The inability of front desk staff to answer the phone is pathetic! I have been a patient at this clinic for 30 years and it is impossible to get through on the phone to make an appointment! They repeatedly answer the phone, then put you on hold. If you are lucky they answer (I have waited 1/2 hour). And have then been disconnected. Years ago they spent considerable money building a “portal”. But did not include an appointment application??? Would take considerable workload from reception? I shall refer my issue to ministry of health! Don’t expect much from them either!

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.

Although we like the nurse practitioner we see here, trying to get an appointment is next to impossible as the receptionists rarely answer the phone. When they finally do, you’re put you hold until you end up hanging up after waiting for 10 minutes. There are always at least 4 people behind the desk, yet this happens all the time. They’re not even pleasant to talk to if you ever do get through. We usually end up going to a walk in clinic instead. Not right!!