Caroline Family Health Team

My husband and I first joined this practice when we moved to Burlington in 2016. Since then, we have had 3 kids who are all now patients of the health team. Every time we call/visit we always comment to each other how amazing we think this group is. Starting with Nicole who answers the phone with a soothing and pleasant voice - she always works at finding me an appointment time that works with my schedule. I am always flabbergasted to hear that friends of mine call to make an appointment to see their family physician and the earliest appointment dates are weeks later. I have yet to have a problem calling in the morning and getting a same day appointment. The RN team is always kind when they great us and gentle with my kids (aged 4 months to 4years). The NP team is phenomenal. They go above and beyond and always make you feel heard and cared for. The listen to your concerns and take the time to physically examine you. They take detailed notes so that all members of the team understand what has happened and the treatment plan. Some have even followed up to ensure problems have resolved or outside referrals have been successful. The MDs are kind and patient. Dr. Liu is thorough and caring and does not rush you through your appointment.My husband and I feel absolutely lucky to have been able to become patients to this stellar team and are always grateful for the top-notch care they provide us and our kids.

Do not come here.I have been a client at this clinic for over 10 years. The last year or so I have been trying to book an appointment and I tell the person on the phone I am in serious pain. and every phone call I make, I get told to call back tomorrow. And my doctor seems to have been on vacation for months or is about to go on another one and they won’t even try to schedule you in.Pure neglect from everyone.I also have been rudely cut off in the middle of respectfully explaining my attempts at getting an appointment.Horrible customer service and terrible healthcare.

The concept of a Family Health Team is great, but the implementation of this practice is not good. Phone receptionists try to triage your condition but are they really qualified?? And then you go through the Nurse Practitioner who is another gatekeeper for your doctor. There are long waits to get through this screening and actually see someone. Not to mention the phone calls that don't get returned in a timely manner, that delay your being seen. Sometimes it seems the main goal of the clinic is to keep you away from it :)The doctors and Nurse-P are fine when you actually see them but the continuity re your consultations and treatments suffer because of the obstacles to getting in.

Dr Duncan’s referral staff are the gatekeepers that will delay your treatment by months. Whether it is cancer screening or surgery, she will misplace and not forward your referrals. Essentially delaying your treatment. This happened to me with numerous referrals to different specialists where I continuously had to followup every 2-3 week as per their rule. There was no apologetic behavior, she grossly blamed the doctor but I cannot fathom he would have this level of incompetence to not leave his referrals with his staff. This is the 3rd time she’s delayed a referral that has cost me months of lost time as specialists themselves also have long wait-times.

First off you never see a doctor which is unfortunate as they are nice. The NP are great but sometimes you would rather see a dr. Reception is horrid in trying to book, why should I give all my details to a receptionist, I should be able to summarize and they book an appt. They also want to charge for any non-medical prescription as based on what they said we charge for everything" Long gone are the days where an office actually cares about you

Have to always call for results.....waited patiently for 2 weeks for my CT scan appt at the hospital.....called back finally.and they never sent the request to the hospital

Dr. Tohn (I hope I spelled that right) is fantastic and I truly wish him the best. In fact, I'd love to keep him as our family doctor. However, the admin staff are horrendous and our experiences with them far outweigh the benefit of liking our GP. It's rare that I ever get to see my doctor as any time I've tried to book an appointment I'm told that he's on vacation. Instead we always get an NP, which is fine I guess, but then why do I have a doctor? When my wife finally got an appointment with him, I went with her so that I could meet him (he took us over from Dr. Kraemer so I hadn't met him yet at this point). Surprise! Dr. Tohn seemed quite confused because he hadn't been on vacation. We refuse to book with certain NPs as we've had issues in the past where my wife was laughed at for her medical concerns. Most recently, we called to get a referral to a different specialist and the member of staff who called us decided to talk down to my wife and me, repeatedly putting us on hold rather abruptly before I could get a word in edgewise. She refused to even let me explain our concerns, much less do anything to help us. Without a doubt, today's call has to be the most unprofessional experience I've had in years. It's clear that the administration here will do anything for their bottom line, and cares nothing about providing any actual service.It's always telling when the postage around the office is all about we have a zero tolerance policy towards x

I have been with this group my entire life (I am in my mid 30’s now). When my Dr. retired, I chose a new one (we could have just allowed the office to re-assign us, but we wanted to find a Dr. that fit our needs and so we met with another one in the team and chose them). Dr. Walsh is the kindest Dr. I have ever met. She listens attentively, genuinely cares about her patients, and spends as much time as you need together. Sometimes, this means a bit of a wait to see her once you arrive, however I prefer this over a dr who doesn’t listen or give you enough time once you’re with them. I appreciate that she listens and spends time with each patient even if that goes over the allotted time. She is respectful of our wishes and always listens to any added concerns we may have, finding solutions that work for all of us.I personally find it hit or miss with the NPs and there are a handful I will choose to see and a couple I will expressly not see. I won’t name who for either because I feel this is due to our personal needs and personalities as some folks I know absolutely love one of the NPs we find disrespectful and dismissive, so it would be unfair of me to name names when they provide good care to others. In most cases, you’ll be given an appt faster if you go with a NP and they’ll usually be the ones who you’ll automatically get an appt with. However, you can always request to see your dr, you just may have to wait until another day if they aren’t in. I don’t find it difficult to get in to see mine at all and most often can get an appt within the day I call or, if not, then within the week.I have never had any issue with the office staff, I find they are respectful and helpful. I do sometimes find I have to phone to remind the office to send off referrals or to get forms I was told would be done (they often get forgotten) so it’s wise to be mindful if you are waiting for something and don’t hear back after a couple weeks.We have also accessed mental health care here and found the drs and therapists to be very kind, respectful, helpful, and non-judgmental.All in all, we as a family are very happy with our care here and continue to recommend this practice to all our family and friends when they’re open to accepting patients.

Terrible all-around experience. Receptionists are rude and always seem to be in a rush. Dr Tohn would brush off in person appointment with phone appointments. When I finally went in for an in person appointment, I spent more time with a resident doctor than him. This is a microcosm of what our sick* care has become. I have been having an issue going on 3 years now with no hope of finding what's going on. 3 years of this issue, I've had 2 phone apps and 1 in person with a resident doc and not him. What a joke. Nurse John ( I think is his name) is the only person I have anything good to say about.

I am very satisfied with my first visit. Dr. Liu is so kind and patient. Communication with Maria by phone and email is smooth and on time. All staffs I met are friendly and helpful!