Doncaster Drive Medical Centre
WM
Wayne M. 3 years ago • From Google
Bad
Unfortunately, Dr Balachandran's Medical Centre has significantly deteriorated from its previous standards. Patient care quality has plummeted, with everything now handled through e-consult, which works well for younger, tech-savvy individuals but can be overwhelming for those less comfortable with technology. While you can still phone the practice, the new automated service is extremely time-consuming, and most options prevent you from actually speaking with staff. If you wait too long on a recommended option, the system automatically disconnects. While I understand COVID-19 preventative measures, the practice's front window approach is incredibly inconvenient. For someone with hearing difficulties like myself, attempting to understand muffled conversations is frustrating, and personal details are potentially exposed to waiting patients and passersby. Today, I witnessed an appalling interaction: an elderly couple arrived for an appointment, and the receptionist rudely instructed the lady, who was using crutches, to exit and use the window. Though they eventually assisted her, this was only after dramatically demanding, "Do you have a mask?!" While COVID precautions are important, professionalism and respect should prevail. When the gentleman accompanied his wife and was told to leave, he politely explained he was there to assist her. Remarkably, another patient intervened when the receptionist attempted to force this elderly man outside in freezing December temperatures. Ironically, staff weren't following their own protocols - nurses and receptionists weren't wearing masks or maintaining social distancing. My recent visits consistently involve significant delays. Today, I waited 30 minutes past my 9:20am appointment, despite the practice opening at 8:45am. While emergency situations are understandable, basic communication about potential delays would be appreciated. Internal communication is severely lacking. Multiple times, I've been told doctors haven't made notes or seem unaware of my visit's purpose, instead discussing irrelevant previous consultations. I hold little hope for improvement. The staff consistently demonstrate rudeness and a complete lack of patient empathy. Dr Balachandran must address these fundamental, fixable practice issues.
Serene T.