Never answer phone calls, late in returning calls

Every time I call I get their voice mail, I leave my message, 3 days later I haven't heard back from them so I have to call again, 2 days after I finally get a call back, I cannot believe this very simple process can take up to a week, because they don't work on weekends.
When they call back has to be at their convenience, if I ask them to hold or call back because I am busy, you can hear the frustration and disappointment in their voice, and of course they take 2 days to call back again.
They make it feel like health service is a luxury, that I should be grateful to have access to it

Extremely satisfied patient

I have been a patient of Dr Brunt’s for approx 30 years. I was referred by a good friend who continues to be a patient here as well. My daughter is a patient. My 2 nieces see another Doctor in this practice. I have only the best things to say about every interaction I have ever had w the Doctor and office staff. Staff are courteous when they call me w test results or to book an appointment, etc. I have never had a problem getting an appointment. I had a December baby (many years ago) and Dr Brunt called me at home on Boxing Day just to check in. Thru Covid, this clinic has done a good job at keeping patients informed. 5 star rating from me.

Avoid

Been w Dr Brunt a long time. She is competent. Likely the other doctors are too. However, the ongoing issue of dreadful front office staff persists even as one-by-one they leave and are replaced. This has gone on long enough that I'm guessing it's the doctors themselves orchestrating the guard dog reception. Seems their goal is to make it as difficult as possible for you to get through to them and do what they can to dissuade you from coming in because care is not a right it's a favour and if you call in you are probably calling to overload them unnecessarily as opposed to coming in with a legit issue. Maybe they figure you'll be so grateful when you finally get to see them that they won't have to 'put up' with your health 'complaints'? Regardless, because of this attitude I avoid calling in which amounts to compromised health. Bottom line is I'm so done with their "this must be a hot nightclub if there's a line-up" strategy that I think the better solution is to avoid this office altogether and go elsewhere.

Terrible Reception

I have been with a Dr in this office for about 6 years. I would like to leave and find a better setting mainly because the reception here is rude and very impersonal. My Dr is actually good, but not worth having to deal with the ignorance that seems to be acceptable in the reception area.

I do not like the fact that they actually do not answer phones. They screen phone calls and only return them when see fit. They are not very mannerly on the phone or attentive in person either. I get better service at a walk-in clinic, but really wanted an actual family Dr. so I have stayed.

The turning point for me came a few weeks ago when I tried to follow up on a payment. They ask for you to renew with a form and then pay online so I did. I heard nothing from them and then I emailed asking if they received my information and response I received was: "It was, we can't possibly confirm every update we receive as there are thousands."

Really? So now I'm in the market for a new doctor. I've had enough. They obviously have more patients then they can handle anyway.

Horrible staff, stay away

The Balmoral Health Group has office managers that treat you as a doormat. We had the opportunity to deal with a particularly vicious exemplar called Debra working for Dr. Catherine Lafleche. She refused to give us 5 minutes of doctors time to discuss test results. However, was willing to discuss openly your private health issues (as someone with an actual medical degree) in front of everyone sitting in the waiting room, they shame people interested in getting a family doctor, yet refusing any information to pursue that. As we later found out they gossip and share your private information among their colleagues in the group. I cannot wait for the system to change, so that patients will be treated as customers like at the dentist office, instead of dirt. SHAME on Balmoral Health Group.

My doctor is part of this group. She's been my doctor for over 20 years, and I have found her to be patient and professional. She's grown too busy over the years, but she's a good, through doctor and I want to stay with her.

I admit that the support staff are a mixed bag. They used to have very helpful support staff when the practice was on Avenue Road. The staff right now are abrupt and not helpful nor does even one of the two at the desk greet incoming patients. I know it's a busy practice, but still, when you'll ill you appreciate a smile and a "How may I help you?" or a "You're here to see Doctor [Name]?" in an pleasant tone of voice.

Oh boy am I angry!

I was recommended by a co-worker (who shall remain nameless) to a particular doctor at this facility. I have been in the market for a family doctor for several months now after dumping my last one (she refused to do some bloodwork that I requested AND that was covered by my insurance-so bye bye).

My complaints about this place will be about the staff. Think of every expletive you possibly can and that sums up the people who work here. I will give you the short version:

I walked in, and interrupted the receptionist who was very busy on her blackberry-too busy to acknowledge me. When I started to say my name, she interrupted me and said, "Doctor" I said the doctor's last name, and then she said, "Last name" so I spelled mine. Then she stopped talking to me. I said, "What do I do now?" She replied, "Have a seat."

The waiting room had 2 elderly people in it...one was sitting under a sign that read 'Don't use your cell phone in this office' but was playing a game on his phone at the loudest volume possible (maybe he was seeing the audiologist?) I waited and listened to all 4 clerks/receptionists/staff argue about fax numbers and putting envelopes in the wrong order-this was about 10 minutes of banter and bickering. Lovely.

So I see someone that looks like a doctor pop into view (at the desk of course). She is trying to ask about her patient (eh hem, moi). None of the women seem to know what she means by "Is my patient here yet? She's a new patient." Finally one of the 'staff' grabs the chart out of the doctor's hands and starts mispronouncing my last name and making fun of it (saying my last name over and over again out loud and slow-trying to be funny). Then she looks at the chart and shouts out, "Who comes for a meet and greet anymore? HI and BYE-get out!" At this point I walked over and said, "You are talking about me and I am sitting right here." Blackberry girl looks up and says, "Oh yeah, she's here."

I had to ask how to get to the office because no one told me which door to use to get past the waiting area. When I sat down the doctor was in her office and she opened my chart and said, "So why are you here?"

And that, my friends is when I flipped out....I said, "Are you serious? Did you not hear the exchange out front? I WAS looking for a family doctor-and unfortunately due to your incompetent staff, you are NOT it. So don't bother writing anything else down. Who runs this place and is in charge of them anyway?"

She said, "Nobody." And I said, "That's really sad for you, because here you are a doormat. Good luck with that."

I showed myself out but before I left I said to the staff, "You all need to get a grip."

Slammed the door and left. Absolutely awful.

DO NOT GO HERE!