Island Health

Quick help from Sienna at the pharmacy

Sienna assisted me today and was incredibly supportive, successfully helping me navigate my prescription needs and schedule a medical appointment.

Sienna Saved Me After 14 Months of Misery

I have been a loyal patient at this practice for over a quarter-century, and the quality of care has dramatically deteriorated. Scheduling an appointment has become virtually impossible. I've battled a persistent ear infection for nearly 14 months, attending at least five appointments where GPs repeatedly insisted my ear wasn't infected but merely inflamed. Despite my insistence that my ear felt blocked, I was consistently dismissed. The prescribed ear drops and sprays were ineffective and actually worsened my discomfort. A nurse friend examined my ear and immediately identified an infection and blockage that four doctors had somehow missed. Not a single doctor took a swab or referred me to an ENT specialist. Frustrated, I contacted Island Health, only to learn they exclusively offer same-day appointments, requiring morning calls with no advance booking. This policy is incredibly inconvenient for working professionals who need to arrange time off. I emailed a detailed complaint to Practice Manager Michelle, outlining my symptoms and treatment challenges. Paula, the Assistant Practice Manager, responded that a resolution would take up to 40 days and made no effort to offer an appointment, which felt like a bare minimum given my experience. Fortunately, Sienna from reception was compassionate and helpful. She listened to my year-long struggle and finally scheduled an appointment. Island Health is fortunate to have her, as she provided the first genuine assistance I'd received. Michelle's eventual response was a generic apology and standard assurances about patient care, which felt like mere lip service. I'm deeply frustrated that 14 months of constant ear discomfort and hearing difficulties are being dismissed with a simple apology. I'm genuinely concerned about potential permanent ear damage, and Michelle's response seems completely inadequate. Michelle's handling of my complaint suggests she is insensitive, incompetent, and fundamentally unsuited to her managerial role. Her inability to properly address patient concerns is alarming. I cannot recommend this practice to anyone. The appointment system is dysfunctional, and the staff are predominantly unhelpful, with Sienna being the sole exception. I will definitely be seeking a new healthcare provider, having lost all trust in Island Health's ability to deliver competent patient care.

Endless Wait for a Simple Medical Report

I've been persistently chasing my medical report's physician signature for more than twelve months, consistently reminding the staff every single week. I trust this feedback provides sufficient insight. Without a doubt, this is the most incompetent general practitioner office in existence.

Worst Medical Care I've Ever Experienced

Absolutely appalling service with staff and management displaying the utmost disrespect. Not only did they misplace my urine sample, but they also fabricated multiple inconsistent explanations while maintaining a dismissive and hostile attitude. To make matters worse, they abruptly terminated our phone call without any attempt to address my concerns or express regret. I will unquestionably be transferring my medical care to another practice.

Booking Nightmare Leads to Private GP Visit

Michelle, the practice manager, appears completely unaware of the dire condition of this facility and its personnel. Her responses to comments are consistently generic, while critical problems like staff discourtesy and a dysfunctional appointment booking system remain unresolved. Personally, I spent three frustrating days attempting to schedule a GP appointment, ultimately failing and being forced to spend £100 on a private consultation. I genuinely do not intend to be disrespectful, but I strongly recommend that Michelle either commit to seriously addressing the numerous patient concerns raised in these comments, or consider stepping aside to allow a more effective manager to take charge and potentially resolve these ongoing issues in the near future.

Horrible customer service and constant disconnections

I experienced being deliberately cut off three separate times while waiting at the front of the queue, even before my call was initially answered. Then they abruptly terminated the call during my appointment scheduling process. Eventually, I managed to secure an appointment, only to have their staff call in sick on the day, leaving them with a skeleton crew of just 2 or 3 doctors. THIS ESTABLISHMENT IS COMPLETELY RIDICULOUS!!!!

Frustrating Wait for a Clinic Slot

Scheduling a consultation has been impossible for me, with no success for an extended period of time.

Quick and caring visit with Dr. Sonley

Scheduling a consultation can be challenging, which is typical in today's healthcare landscape. Despite this initial hurdle, the medical staff demonstrates exceptional compassion and thoroughness once you're in the office. My interactions with Dr. Sonley and the entire team have been consistently positive. I appreciate their dedicated and high-quality care!

Terrible Service at Econsult Medical Practice

Econsult is completely non-functional, and their communication is abysmal. They never answer calls, making them the worst medical practice I've encountered. The staff, particularly Kiera, display a shocking lack of professionalism and empathy. Absolutely zero patient care or concern is evident in their approach.

Impossible to Book an Island Health Appointment

This situation has become utterly absurd. I've been attempting to schedule an appointment for my mother for weeks now. I religiously wake up at 7:30am every morning and wait for the econsult to open at 8am, only to find it closed before 8am, forcing me to wait until the next day in an endless, frustrating cycle. I call precisely at 8am, and they claim to be at full capacity every single day, refusing to accept appointments. What is Island Health planning to do with the rest of us who can't secure a booking??? And why does the econsult system shut down before 8am? You're dealing with vulnerable adults who desperately need assistance, and when we try to call, we're met with a rude receptionist who dismisses our concerns and insists we use the econsult, which is clearly malfunctioning. Repair your service because this is completely unacceptable, and WHEN YOU RESPOND TO THIS REVIEW, DO NOT SEND ME AN AUTOMATED EMAIL ABOUT BOOKING HUBS BECAUSE EVEN THAT SYSTEM IS COMPLETELY USELESS.

Endless Waiting and Unhelpful Receptionists

The management here is extremely subpar. Attempting to communicate with this practice is a futile endeavor. You're condemned to languish on hold for over an hour without ever reaching a live person. The sole communication option is an e-consult, which is only available for a brief window in the morning. Frequently, they neglect to follow up, forcing patients to reschedule appointments repeatedly. Securing an in-person consultation is an arduous challenge. The front desk staff are consistently discourteous and obstinate. Their standard approach is to deflect responsibility, persistently redirecting patients to contact pharmacies instead of providing actual assistance. Moreover, there's a complete lack of consistency among receptionists - each provides contradictory information. These staff members seemingly fancy themselves medical experts, despite having no clinical qualifications. The entire administrative process is chaotic and unprofessional.

Frustrating Booking System at an Otherwise Great Practice

In today's modern world, why is it necessary to make contact at such an early hour to secure a medical appointment? This process can be incredibly challenging for individuals with diverse work schedules. Furthermore, based on numerous encounters, promised callback times are frequently overlooked. While the physicians at this practice are exceptional, the administrative systems surrounding them significantly undermine the overall quality of care.

Waited Hours, Got Nowhere with Bibi

The entire reception staff requires a complete overhaul. I called precisely at 8 AM and was in the queue, got through within 15 minutes, but when I explained my issue, they claimed no slots were available today. They suggested booking me for July 31st (while it's currently July 16th). I responded that I would call back the next day to schedule an appointment. Upon calling again, the same scenario unfolded - I was caller number 23 in the queue. Bibi Kudeja answered and instructed me to call the following day. I expressed my urgent situation and frustration that calling at 8 AM clearly doesn't work. She abruptly terminated the call. Their attitude reeks of unprofessional arrogance. The entire team needs replacement. I am writing this with genuine distress, believing that in a medical-related field, they should demonstrate basic compassion and understanding.

Frustrating signup process with unhelpful manager

We attempted to register with this medical practice, but encountered significant communication issues. Despite multiple follow-up attempts—six in total—we never received the promised callback. My pregnant wife has been unable to join this GP surgery, despite our close proximity. The practice manager, Mikayla, has consistently failed to honor her commitment to contact us back, repeatedly making promises she did not keep.

Friendly Staff Helped Me Out Today

I appreciate the effort and dedication you've shown in helping me today. Your assistance means a lot! 🙏

Worst Scheduling Experience Ever

Absolutely terrible customer support that consistently fails to schedule appointments. The personnel are dismissive and discourteous.

Frustrating Telehealth Appointment at My Local Clinic

If I could assign a rating lower than zero, I absolutely would. Why are they clinging to these outdated Covid protocols? It's long over and done with!!!! How can any medical professional provide meaningful assistance without a direct, in-person consultation! The reception staff seem to think they're qualified to probe about medical issues. Last time I checked, they haven't earned a medical degree. Who wants to disclose personal health details to a receptionist? These are hands-down the most incompetent doctors in the entire universe!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Caring Team Helped Me Heal

I'd like to extend my heartfelt appreciation to the dedicated professionals at Island Health GP. My deepest gratitude goes to the physician who has been providing me with such empathetic medical care. I also want to recognize the massage therapist from approximately twelve months back; her warmth and skillful approach truly enhanced my healing process. Sincere thanks to Robyn and Mahfuz at the front desk for their remarkable customer service. They consistently demonstrate helpfulness and genuine compassion when assisting me with appointment arrangements. Thank you all for delivering such exceptional care and support.

Terrible GP Practice in Tower Hamlets

I've encountered a truly abysmal general practice that surpasses even my previous unsatisfactory medical experience in Tower and Hamlets. It's baffling how this practice continues to operate with such substandard care. Securing an appointment is nearly impossible, and even when you do manage to get one, the doctors appear negligent, failing to review your medical history and prescribing inappropriate medications. Moreover, should you request a referral, they will conjure up every conceivable excuse to dissuade you from pursuing necessary medical attention.

Quick and Helpful Online Medical Support

Swift and attentive digital support that quickly addresses inquiries and concerns