Duncan Family Practice - Duncan, British Columbia

Colleen D.

This clinic is extraordinary! The staff greet you with friendliness and understanding and a smile. They work hard to see people in the line up at the beginning of the day and make sure they are seen or given an appointment. Note: if you are doing the "walk in" be there before 8:00 am and bring a portable chair if you have difficulty standing. The doctors are kind, and professional in every way. Thank you for being available to all persons without a family doctor. This practice is exceptional in every way!

Scott K.

I have been visiting this clinic since 2016 and have always been impressed by the excellent Doctors and staff. Dr. Wenzel-Smith is exceptionally knowledgeable and kind. Keep up the great work, everyone!

L R.

After being a patient of this clinic for a number of years with a great family practitioner who unfortunately moved out of province, and after 5 years with no doctors care, I received a call from the clinic for a meet and greet wit a new practitioner. After what I thought was a nice meeting where we discussed a few of my ongoing issues, I called back to make a follow up appointment for myself and my husband only to be told “sorry, she was meant to reach out to you but has decided that she does not feel she can build a strong and meaningful relationship with you or a plan for care” whatever that is suppose to mean! EXTREMELY disappointed and upset by the brush off and no explanation.

Sydney M.

Wow, where do we begin? My partner has an invisible disability and this clinic has purposefully created barriers to his health care by ignoring faxes for referrals.

He does not have a doctor, and we had heard good things about Duncan Family Practice. Initially, the clinic was good and we liked Dr. Azzam, who recommended a referral for my partner, back in April. He *was* very kind and helpful. I was physically there, and heard the name of the doctor my partner was being referred to myself. The referral doctor wasn't taking referrals at the time, so we waited until September. 5 months. We were then given a run around to get the referral, which was put forward by Duncan MHSU. They should not have. The faxed reply was sent to Duncan Family Practice, missing information, and they ignored it and did nothing. Did not contact the patient. Did not follow up. Did not resend with the correct information amended. Did not do their job. We had no idea, thinking everything was fine and we were in the queue.

3 months pass, and we go to check on it, to be told that there is no referral- no one chased it up. Spoke to the referral doctor. Nada. No one questioned. No one fixed the information until it was far too late. Despite me saying the referral doctor *does not* keep rejected referrals and it needed to be resent, the front desk person (who lied to me about their name) told me they were just going to email the info anyways and waste everyone's time. Today, that same person, who denies the name they told me last week, lied to me, spoke over me, made threats, and hung up on me. Rightfully, I am angry about how we have been treated. I voiced my frustration and they spoke over me. They have let down an adult with a disabilities repeatedly and made inappropriate demands for my partner to access health care. I have repeated to them several times his struggles with medical stress, and they still do not care. Forcing us to start this 8 month process AGAIN because of negligence and incompetence. Forcing my partner into a state of distress because of their mistakes. Like asking a paraplegic to walk to the front desk to be helped. But because his disability is mental, it's acceptable.

Front desk staff should not be in this role if they lack compassion and understanding of people with mental disabilities. They do not do their job properly, create barriers, and don't mitigate problems before they become larger. They lie, talk over you, threaten to withhold care, and try to persuade you to not follow up on your referrals "because you won't get seen for a year and a half". You've wasted 3 months when we could have been in the queue.

I have documented everything and have filed with the BC College of Physicians, VIHA's Quality Assurance team, and the Deputy Minister for Health's office.

Today I tried to book to speak to the same doctor to see if we could fix the issue. Receptionist spoke over me, told me they would book "any doctor", that I didn't have a choice despite their failures and the issues they've caused, threatened me, then hung up on me while I was talking. Well, seems like no doctor at all is calling me (it's 5PM)- the last thing they said they would do before hanging up on me mid-sentence. Another lie. Another promise not kept. No integrity. Lovely person who should be very proud of their demeanor and the way they think it's appropriate to speak to people asking for HELP. May they get the same level of care when they need it most.

Dr. Azzam was very kind. I don't see him thinking this was ever acceptable. But front desk has decided they are the gatekeepers of care.

Do not go to this Doctor's office as a walk in. Front desk's negligence will mean you do not get the care you need. They fail in their duties.

Natashia B.

If there was an opportunity to give zero Stars, that would be most fitting. They will discriminate and use their "Policy" to disregard 10 years of service

Asla

The doctors here are amazing and so kind to patients. I’ve always been treated well by the doctors here. There are two front desk staff - one is very nice and the other is very rude every time I have been in to the clinic. This has person has dirty blonde hair and is often difficult to deal with and has a really bad attitude towards patients . It makes me really uncomfortable coming into the clinic. I understand they have a difficult job and deal with a lot however there is no reason to be rude to people walking into the clinic. I am always really polite and respectful to the staff there / it would be nice if the staff could behave that way in return.

Debbie L.

As an American traveling in Canada, I needed fairly urgent care (short of the ER) for a nasty, infected cut on my finger. This practice was recommended to me as a walk in. We arrived early to get in line and received an appointment that we came back for 2 hours later. Two weeks later, after receiving antibiotics, the cut is completely healed. The staff at this center, including the reception area and the doctor, were all excellent! I cannot say enough good things about how we were received and treated. And, the out of pocket costs were very reasonable and probably cheaper than I would have paid in the USA. Overall, 5 stars for the staff and the doctor!

Lopi M.

The best walk-in clinic I've been to. Receptionists were kind and helpful and told me what time to return after checking in. You should arrive at 8am if you want to ensure you're seen. The doctor was incredibly patient and I didn't feel rushed at all, which is very different from every other walk-in clinic I've visited.