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Terrapin Healthcare

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😠 The one star is for Dr.Ng, he's very kind and helpful and it's unfortunate that I have to stop seeing him due to the admin staff. The office is extremely disorganized and unprofessional. The first issue I've had with them is never answering calls or responding to faxes. My pharmacy wasn't able to r... People often mention clinic, time, doctor, phone, appointment, staff, family, times, doctors, receptionist,


Address

2329 Brimley Rd, Scarborough, ON M1S 3L6, Canada

Contact

+1 416-298-1886

Rating on Google Maps

3.90 (72 reviews)

Open on Google Maps

Working Hours

  • Monday: (Christmas Day), 10 am to 4 pm, Hours might differ
  • Tuesday: (Boxing Day), 10 am to 4 pm, Hours might differ
  • Wednesday: 10 am to 4 pm
  • Thursday: 10 am to 4 pm
  • Friday: 10 am to 4 pm
  • Saturday: Closed
  • Sunday: (New Year's Eve), Closed, Hours might differ

Featured Reviews


Frequently mentioned in reviews: clinic (21) time (14) doctor (13) phone (12) appointment (12) staff (11) family (11) times (8) doctors (8) receptionist (8)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 1/5 Amy 1 year ago on Google
    The one star is for Dr.Ng, he's very kind and helpful and it's unfortunate that I have to stop seeing him due to the admin staff. The office is extremely disorganized and unprofessional. The first issue I've had with them is never answering calls or responding to faxes. My pharmacy wasn't able to refill my prescription since it was missing a doctor's signature and tried contacting the office 6 times in 2 days. Eventually, they asked me to call and whoever answered the phone ensured me that this would be "impossible" since the doctors get sent everything and sign off at all hours of the day, not just the work hours. When I insisted that she check again since I've already missed a day for my meds, she told me yes, everything had been signed and faxed over to my pharmacy. I let them know and said to refill it asap. 8 hours go by and the pharmacy once again calls and said they received an unsigned refill and the Terrapin is not answering. They're closed, and I've missed 2 days of my meds by then. I called the next day upset only to be told the same thing, I had to escalate the issue for her to actually go check the refill and surprise surprise the pharmacy got it (signed!) within the next 5 mins. The second instance is when I recently tried to book an appointment and they said they'll need a $50 deposit since I've had 2 "no shows". I've never missed an appointment and this was the first I'm hearing of this. She said the policy is the first time you'll get a warning and the second time you'll be notified of charges for further bookings. When I asked for the dates of these missed appointments they were from last year. So if that's true why wasn't I notified of these for any recent appointments I've booked this year? Considering I booked an appointment earlier and January and wasn't charged, why is this "issue" coming up now? I don't know if they're trying to scam me or whatever but the Terrapin staff has been unprofessional a majority of times I've dealt with them through phone AVOID TERRAPIN HEALTHCARE, THEY DO NOT CARE ABOUT YOU. It's very unfortunate because the 2 doctors I've dealt with have been fantastic. If they're the owners of this place I hope they consider replacing their staff.
    16 people found this review helpful 👍

  • 1/5 Antonius L. 1 year ago on Google
    My files had been transferred to Dr. Ng after my family Dr. Ng Sai Sun retired just before Covid 19 pandemic. Since than, not a single request to see Dr. Ng has been granted. Every time I have a health issue, I have to have an unpleasant conversation with the receptionist that so arrogant, and have to wait at least three to five working days for the Dr.Ng call me back for through the phone consultation. I consider this is a very abusive attitude. They dare to do this cause they know it is hard to find a another doctor to be our family physician
    11 people found this review helpful 👍

  • 5/5 Harold F. 3 years ago on Google
    I first went to this clinic for a walk-in appointment back in October 2019. I have returned twice since then to do follow-ups for ongoing acne and I have to say the clinic is amazing. The space is very clean and modern. The staff are extremely kind, and the doctors are very professional. I feel that they really care about their patients. Since the pandemic began, appointments have become virtual. I had one virtual appointment by phone and the service was still great. The doctor was very kind and understanding like always, and I feel like I got the same great experience I've had in-person during the phone call. I also would like to mention that I love the booking system on their website. Compared to past doctors where I have had to go in person to schedule any kind of appointment, I find the advanced booking system a welcoming and useful feature (especially for a simple walk-in appointment).
    9 people found this review helpful 👍

  • 5/5 Shini L. 2 years ago on Google
    During the COVID-19 shutdown, my original family doctor retired and we were referred to Dr. Ng. Since the referral he has provided exceptional service not only to me (for my pregnancy during COVID-19) but also to my family members as well in getting them the access to the care they need. I have had multiple virtual appointments and an in-person appointment. Dr. Ng ensures that there is no drop-off in care and always asks questions to ensure that your needs are met. He presents himself very professionally and never makes me feel overwhelmed when presenting me with choices in my care. His staff are super caring and respond quickly to emails and phone calls. During the pandemic, it's been the norm now to call everything and anything for service but relative to some of the other services, it's been really easy for me to reach someone at Terrapin for any concerns. I was concerned with finding a new family doctor since I had a really good doctor originally but after speaking with Dr. Ng and meeting him in-person, I would highly recommend Dr. Ng as your (new) family doctor.
    7 people found this review helpful 👍

  • 1/5 jaya v. 6 months ago on Google
    I agree with most of the reviews here about the front desk/receptionist. I think we have been having Dr Ng as our family physician since the last 3 years which was when we moved into this area. As some one else mentioned, every time we had to book an appointment, it was hell of a trouble to talk to the front-desk and make her understand to book an appointment. She can't understand much of English and if we ask her further qns, she's damn rude. And in one instance, my husband went to the clinic to ask her something and he was made to wait for a long time and when he questioned her, she was very rude and impolite. My husband left the premises and I spoke with her later over the phone. And one of the other concerns is all the other clinics have opened for in-person visits regularly but this clinic hasn't opened yet on all the days. Patients are not very much comfortable with phone consultation. Although we can understand that it was phone during the covid times but now, all of us have moved on and accepted to live with vaccines and stuff. And yet, this clinic is still glued to phone consultations which is really upsetting. How can we show our throat or explain to the doctor without showing some particular symptoms? And this time, the receptionist herself justifies that phone appt is more than sufficient. Who's she to confirm that? I sincerely urge the owners/doctors to please open for in-person appointments and also, quick in -person appointments. Most of the time, the appointment is after 2 days, which is so disappointing where in the other clinics, some of them are able to secure a date very faster. I am giving the 2 star only for the services that Dr provided in the past. Overall, less effective organization, extremely rude/impolite receptionist, less options for in-person visit, no communication with the family doctor as such.
    7 people found this review helpful 👍

  • 5/5 yongzhi z. 2 years ago on Google
    My original family doctor retired 2 years ago and we were referred to Dr. Ng. I have high blood pressure and Dr. Ng does a very good job during this difficult period of time. Now I have left knee problem, he has provided exceptional service for me. Dr. Ng is so nice and so is his assistant Ms. Lin. I highly recommend Terrapin Healthcare to everyone. Thank you Dr. Ng and Ms Lin.
    7 people found this review helpful 👍

  • 5/5 Vic K. 1 year ago on Google
    My family doctor retired and my partner and I were lucky enough to be accepted as a patient here! All of the staff are knowledgeable, accommodating, and make the experience of going to the doctor that much less stressful. Thank you Terrapin for taking care of us.
    6 people found this review helpful 👍

  • 5/5 Grace Y. 3 years ago on Google
    Dr. Ng and his team is the best clinic in the GTA. They are super professional, patient. and nice. Dr. Ng always makes me feel peaceful and gives the correct treatments. He referred me to the closest and fastest ultra sound. I really appreciate that Dr. Ng cured my skin problems that was bothering me for years. He is also good at cosmetic treatments that helps my skin in different ways. The environment of the clinic is clean and cozy. I am so lucky to meet Dr. Ng and his team. I love them!
    6 people found this review helpful 👍

  • 1/5 Ian J. 3 years ago on Google
    Let me start by saying I only left 1 star because leaving none was not an option. This place is plain and simply put a dysfunctional one. Went there over a year ago and promised to never return but desperate times. During the week I called several times and waited over 25 minutes each time to find out their covid protocols for walk ins and got no answer. Decided to show up today at 10am when they open after calling over 6 times during the week. I saw a member of staff handing a gentleman his medication at the door then tried to speak with her and was ignored and she went back inside. I then stayed outside in front the door trying to call again and waited over 30 minutes with no answer although I saw them sitting inside. Was seen waiting outside and got no attention. As a result I am now on my way to the hospital emergency for a non emergency related issue. However I am confident that I will receive the help I need there. This clinic may be close to your home but if you like dealing with professionals and really take your health seriously I would strongly recommend you find elsewhere to receive medical help. EDIT: Within a few minutes of leaving this review the clinic did call me from a private number then twice from the clinic. I decided not to answer. Video coming Sunday to my YouTube channel!
    6 people found this review helpful 👍

  • 5/5 Don J. 4 years ago on Google
    Went to this clinic for the first time. It was past 6pm (almost closing time) but Dr. Ng took me in. He listens to his patient and took his time to explain. Great location, plenty of free parking and the clinic is bright, clean and spacious. Definitely my new walk-in clinic and definitely recommend it.
    5 people found this review helpful 👍

  • 5/5 Paul C. 3 years ago on Google
    My friends tried to convince me to go to a private clinic downtown to get better medical care and find people who give a damn. But after visiting here I feel so proud to find a quality clinic that is nice to me even with an OHIP health card. They don't always give me what I want, but they are professional to explain why and are fair about it.
    5 people found this review helpful 👍

  • 1/5 Balaji R. 6 months ago on Google
    Rude, impolite, sick and very disrespectful front desk. Wonder how they are still retaining her when there are a bunch of reviews about that lady. Her attitude is so appalling that I sometimes am lost thinking if I’m in canada or any other country where there’s no respect for the customers. We have expressed our displeasure so many times to her yet she doesn’t pay heed to us. Clearly shows the intent of the owners that they don’t care about the opinions but for just money. This is pathetic to see a clinic operating in a country like Canada.
    4 people found this review helpful 👍

  • 1/5 Ziyu Z. 9 months ago on Google
    This is NOT a walk in clinic. Not sure why it would show up in Google as such. Wanted to get my Tdap vaccine there just like I did with my first pregnancy, the receptionist didn’t even let me finish my sentence before saying “nope we are not taking new patients”. So yeah…definitely not coming back.
    4 people found this review helpful 👍

  • 5/5 Sugarberriii 2 years ago on Google
    Been here twice, once before the pandemic and just recently had a telehealth appointment. In both times I’ve never felt rushed, and had gotten great information and care from the doctors.
    2 people found this review helpful 👍

  • 5/5 Terry T. 1 year ago on Google
    Friendly service,Professional doctor and excellent system. High recommend for no doubt!!!
    1 person found this review helpful 👍

  • 1/5 Jing Z. 1 year ago on Google
    Very rude frontdesk! Being waiting for couple minutes till somebody pick up the phone, and hanged me up when I havn't finish my questions!!!
    1 person found this review helpful 👍

  • 1/5 Richard C. 9 months ago on Google
    0 stars. Very rude receptionist, NOT a walk in clinic.
    1 person found this review helpful 👍

  • 1/5 Johnny M. 3 months ago on Google New
    Receptionist doesn't seem like she wants to be there. Terrible experience.

  • 1/5 Balaji R. 4 months ago on Google
    One advise. Even if your life is dependent on this clinic, do not go there. There is this receptionist, Ms.Rebecca. Unless she is blackmailing the doctor there is absolutely NO REASON she must be a receptionist for any clinic. She is brutal in dealing with patients, extremely disinterested in serving anyone and always just lazy, If it takes 1 day for a work she takes a month and does it wrong and blames on the patient. If someone is looking for a job reference, please take this and ensure that you are saved. You will thank me. and I am 100% certain that EVERY SINGLE patient for this clinic will have same review about her

  • 5/5 J K. 1 year ago on Google
    We moved to this Agincourt hidden upscale neighbourhood and was surprised to have met Dr. Derek NG and the office staff in the stripmall. I don't like GOOGLE reviews as I worked in IT before the existence WWW before it was made available to average perkins who tend to abuse this service. My family members and I have personally (in-person or over-the-phone) dealt with each and every staff members and including the doctors but strange to have read some of the comments that attacked the staff members of this establishment. My personal experience of travelling the world and I offen met many people along my travels due to work requirements. In one encounter and I was told by a Singaporen that the food court worker he/she frequented all his/her adulthood had NEVER smiled with him/her. BUT to the Singaporean who took me to this particular hawker stall, the lady who served me food and she was the same lady whom had NEVER smiled with him/her for as long as he/she remembered in his/her entire lifetime frequenting this hawker stall. TO THOSE who made disparaging comments on the staff members (or any establishment in Canada). This goes to say THAT "ones SHOULD always treat others with at lease some respect when you open your MOUTH". I understand you are seeking helps due to an illness ---- BUT, please "DO NOT KILL the messager(s)". DOCTORS are not paid well in Canada compared to other first world countries. BUT the education path to be doctors (give and takes at least 10 years - not counting Grade 1 to Grade 12) takes a long time.

  • 1/5 Feri 1 year ago on Google
    Extremely rude employees. If there was an option for no star, then that should be their ranking.

  • 2/5 Anonymous A. 2 years ago on Google
    Doc Derrick is very patient and knowledgeable. He will spend time explaining and listen to your inquires. The email communication is rude, they use words like " didnt you read, I have answered you already, ect.." overall they dont use polite words and they dont like to reply all that should be on the email string.


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