Towngate Family Medicine

In my experience, the nurses are very nice over the phone and in person. Dr. Chan is nice and efficient too. But it’s also true that they are really really hard to reach by phone. You’ll have to keep trying. It’s a risk to patients who needs a refill shortly. So do send your request early on!

I have nothing to bad to say about my Dr. - but this clinics phone system needs work or changed!. They need to provide a general email for the office, or start giving out our dr's emails so we can reach them.They call me at 2:00 to get ahold of me when im sleeping with my newborn, (becuase we all know sleep is hard to come by these days) but when i try to call them i can never get thru and get that same message over and over saying that im caller #2". This is very frustrating and then the receptionist's give you attitude when you do finnaly get thru the phone lines."

I had a great experience this morning calling the office to make an appointment with Dr Chan. The phone system was not working properly last time I called. I sent them an email to describe the situation. Less than a month later, it has improved greatly. Thank you so much for the effort to correct that. I am also very grateful to have Dr Chan as my family doctor. He is a doctor of no nonsense, always straight to the point. He does his job with ultimate professional care and dignity. I have been with him for just a year but I can certainly feel the benefit of being his patient. Thank you Dr Chan for everything you do!

It is impossible to reach these people. I had an injury at work and needed my doctor to assess and fill out WSIB forms. I called and was holding for a very long time (without having ever spoken to anyone) until the phone hung up. I called back; same. I had to go to Appletree where I waited for almost 3 hours before they opened the doors.Called again numerous times today for a different issue, and no one answered the phone. I called at 11:15 and was caller number 1" and waited until 11:32 before hanging up. I called back several times between 1:00 and 2:30 only to have the call dropped every time. At 2:30 I was caller number 1 and so I waited until 2:45 still being told I am caller number 1. I needed a prescription for pink eyes. I had to ask a family member to call their doctor and get the prescription. This is ridiculous. What is the purpose of having a family doctor if you can never reach them?"

Dr. Robillard should be ashamed of her practice. Been a patient for years and she and her office is impossible to contact. I recently had a medical emergency and was in the hospital ICU for 2 days. This issue I told to her & her office staff ( staff after should passed me to them to book in) and they just told me I can book you in for a month later. THEY SHOULD HAVE SENT ME TO THE HOSPITAL!! Days after that phone call I was forced to go to the hospital and was in a bed with 3 IV's in me within 20 minutes of entering the hospital as it was life threatening. HOW... HOW can she miss this when it was something so serious and I spoke to her and gave all my symptoms. Dr. Robillard you should be ashamed of yourself.

It’s come to this point where I have to write a review. Months back (and still to this following day), the phones weren’t working for weeks and it was hard to reach front desk and to the point where front desk had to call using another device/phone. It would break out and trying to convey a message was impossible. Now I’m trying to call and their phones aren’t working again? PLEASE FIND ANOTHER PROVIDER AND/OR GET BETTER PHONES! As a patient who is struggling with a skin condition and needs to update Dr. J, I find it impossible to reach.

I would give a lower rating but I feel like that would be rude to my Doctor who has been nothing but lovely, understanding and a completely judgement free zone. However, the front desk staff were rude, I had booked an appointment with Dr. J a month in advance, they called me at 7:20am (the office isn't open till 9) to cancel but I had missed the call and they didn't even leave a voice message. I tried calling multiple times and nobody answered. I got there and explained this situation and said I tried to call back and the receptionist had the nerve to say well we didn't ask you to call back" and I was told I am now on a waiting list. I understand that they deal with angry patients all the time

I understand that it might be hard to reach them via phone. Common, we are going through a pandemic right now. The receptionists are always so nice and accommodating. There is always an option to leave a voicemail. The burn out rate is very high right now. I was able to contact my Dr. and book an appointment within 10 days of calling in for a consult. 5/5. Thank you for being patient and understanding.

Wonderful staff, exceptionally awesome! Why 2 stars? Because you can't contact anyone here. Their phone system is beyond broken, it is shockingly bad.I have been on hold since opening at caller #1. Every minute or so it tries to put me through. This actually RESETS your place in line and puts you to the back of the line. This is a huge flaw and almost certainly not how things are supposed to work.Please fix your phone system. If you do this will become a 5 star review, because the actual service you get here is outstanding. Great doctor, great front end staff, wonderful office... that phone system is seriously detrimental to this business and to the reputation of this clinic. Please fix it.Updated review to 5 stars because I have been able to get through easily over the last few times. Phones fixed??

You can't even get through to the office. I've been caller #1" for the past 30 minutes and no one has been answering. I've experienced this multiple times and have not seen my GP in a while due to being unable to get into contact"