WELL Health - City View Medical Clinic

I've been going to this clini My whole life But recently the reception and administration staff has made it so it's impossible to access this clinic.They removed their phone number from their website and the signage on the physical building, so it's impossible to actually call the reception staff to book an appointment.The Online web portal never works correctlyAnd when it does there are no appointments even if you try to both 3 months in advance

Every single time I call, the wait time is longer than 20 minutes. I call as soon as they open, and the calls doesn't even go through. I call them 27 times just to trying to make one appointment because my doctor wait is so long and I just need a doctor's note from someone else. They combine my family's file without my consent and they call the wrong number consistently even though I ask them to change every single time.

The doctors are great here except recently the administrative/reception staff have been making so many mistakes with my bookings and relaying incorrect information to me. It’s also difficult to understand some of them on the phone and you can tell they don’t know what they’re talking about. They’ve missed things on my file and then schedule me for incorrect things. Very disorganized from the admin side as this is now the third mistake in a row I’ve caught.

I have always found the front desk staff rude when you call in to make an appointment. The clinic has not adapted to covid times. I can call another clinic and I can video chat with a doctor while this clinic requires a phone conversation before you can see them in person. In the past I have seen Dr's virtually and gotten prescriptions in 1 hour. I can't now because I am trying to see them for an ongoing issue. Usually 4-8 days to book a phone appointment then another 4-5 days to see them in person. I understand that family doctors are in high demand but this is a little ridiculous. At least set up a video chat system. I have had an issue and they ask to send a photo but not to the doctor to the receptionist. What if the photo is of sensitive areas? The next telephone call booking I can get for my family doctor AUGUST 18TH. Such a shame as my family doctor is an excellent doctor.To sum up this clinic, very good doctors but absolutely abysmal admin staff and booking system.

My doctor's fine, but the reception is awful. Usually when I'm trying to book an appointment I'm on my work break, but have to hang up without ever getting through to anyone. Sometimes I'm on the line for 15-20 minutes without even moving up a single position in the queue.

I’ve always felt the front desk receptionists were respectful, friendly, and helpful. Yes, the phone lines are always busy, but so are other medical clinics. I have never experienced a medical clinic that was never busy and if you are expecting no wait times and staff to always be available, you’d have to wonder why there are no patients around. The doctors and nurses here are fantastic and genuinely care for their patients.

While I think the doctors are fine, I cannot stress enough how insanely poor the rest of the experience is. Back in the day when you could go into the office, I often experienced extremely long wait times waiting for the doctor. These wait times have now carried over to trying to book an appointment on the phone. I am often in position 8 or 9 when I call and have reverted to calling first thing in the morning when the wait time is only about 10 minutes. On top of that I made an appointment a while back and no one called during my scheduled time. I called to enquire and my account has been deactivated and they need someone to reactivate it apparently. They have assured me that they will look into it and call back and yet I have had to call back already once and still no resolution. As it has now been 3 weeks, I guess I will be calling back again to find out what I can do so I can book an appointment that I tried to book over a month ago.Update: I was able to get through quite quickly this morning and make an appointment. Apparently I have been reactivated!

This clinic used to be a jewel in Vancouver, with Dr. Low, Dr. Hatlelid, and many others supported by a stellar office staff. Things seemed to go off a cliff when Well Health took over. Countless mistakes with simple appointment bookings and patient administration. Very sad to see this.