Island Health
WE
Wicked E. one year ago • From Google
Bad
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.
Rumel A.