Highroads Medical Clinics (NOT A WALK IN CLINIC) - Westbank, British Columbia

April

Ijust wanted to share some feedback regarding my recent experience when calling the office.

I’ve always appreciated how friendly and helpful the MOAs are, but over the past few months, I’ve noticed that one particular person who often answers the phone has been quite rude and unhelpful. I’ve experienced being interrupted before I can finish explaining my concern, and on one occasion, I was even hung up on—despite remaining calm myself.

What was especially frustrating is that I was booked for an appointment, and when I called to confirm the time before coming in, I was told there was no appointment for me. That experience was very disappointing and confusing and upsetting.

I wanted to bring this to your attention because I truly value the care I receive at your clinic, and I hope this can be addressed so that future interactions go more smoothly.

Amanda R.

I am giving a one star specifically to the MOA with the south african accent only. This does not reflect the care of the Doctors at all. Today I called to follow up as I had a scheduled phone appointment yesterday, but I did not receive a call (I was glued to my phone all afternoon, I truly just didn’t receive a call, maybe a wrong number was dialled, but it wasn’t the end of the world). The MOA I spoke with immediately started in on me, saying I didn’t pick up my phone when the Dr. called so this is my fault. I tried to explain that I did not receive a call, and she instantly responded by saying I was calling the Dr. a liar (I absolutely did not). I tried to say there was no reason for her to get heated, I was simply stating I did not receive a call, to which she again told me I was calling the Dr. a liar. I firmly said there is no reason for her to put words in my mouth as I would NOT call my Dr., a respected professional, a liar. The MOA just hung up on me. She did not let me speak, she talked over me, insinuated that I was calling the Dr. a liar, and then hung up.
The level of disrespect this person displayed to a patient, trying to call and make a new appointment to follow up on medical concerns, is appalling. Thankfully the second time I called I had a very kind and understanding MOA who unfortunately had to listen to me cry while I made a new appointment as I was so upset about how I was treated moments before.
Again, this review does not represent the care provided by the doctors themselves, but reflects the attitude of one, specific MOA.

Rob C.

I was originally a patient of Doctor Larry Hancock. When he retired and they moved their office to Louie Drive, Doctor Johan Wannenberg became my Doctor. After suffering a rotator cuff injury, I told him that another Doctor at the Kelowna Bone and Joint had failed miserably to diagnose and treat my injury. Because of his incompetence I suffered for 18 months with a paralabral cyst that caused constant pain in my bicep. I filed a Complaint with the College of Physicians and Surgeons about Dr Gregory Storoschuck, who misdiagnosed my injury and when he found out he told all the orthopedic surgeons in his Richter Street building not to treat me. I told Doctor Wannenberg about it and asked him if he could find me an arthroscopic surgeon to deal with my injury but no orthopedic surgeon in Kelowna would see me. Doctor Storoschuck Is very vindictive. Doctor Wannenberg became very standoffish because I had filed a Complaint against one of his colleagues. He never was very personable and his bedside manner was terrible but this only made it worse. Like too many Doctors it's "get you in and get you out as soon as possible". I fired him and said I would rather go to a walk-in clinic then come back here.

Rachel M.

The receptionists are so helpful and kind. Even when they are running behind. We had Dr. Cloete and he has been a wonderful doctor. Very patient and actively listens, a very caring doctor. We had see Dr. Nickson a few times and she is very kind as well.

Maggie B.

I met Dr. Cloete as he was replacing my GP that took "the high road" (pun intended) thank goodness to all his patients.

This was the best thing that could have happened to me.

Finally no more insults from a "doctor" that should have never become a Medical Professional. Yes, he called me eventually and apologized but the harm was done.

Dr. Cloete is by far my best GP I have had since I came to Canada back in 1980.

His qualities are as follows:

His knowledge exceeded my expectations. Compassionate, excellent interpersonal skills, honest with total commitment to the patient. His care is completely patient centred. He appreciates, promotes patients to be engaged and directly involved with their own care, decision making as a positive outcome is much more likely.

He is highly professional, yet has a healthy sense of humour that is pure medicine in itself.

Dr. Cloete understands the rights of a patient and at the same time makes sure his suggestions for treatment​s are always in the best interest of his patient.

As a patient with complex health issues I can only reiterate that fact Dr. Cloete gives me the individual personalized care I require.

He goes above and beyond to care for me as a patient, he actually listens, a skill too many physicians lack in today's system.

About the staff, in 2021 we just moved up from the Lower Mainland and the "Plan-Demic" was in full bloom, meaning fear had taken over health care.
Moving forward, today I have only the best to report and I can say we have overcome our difficulties. I no longer have to wait outside 🙂
I respect each and every one of the ladies, they are kind, professional, caring, multitasking, hard working and do the best they can with the tools they have been provided with.

Doctors and staff are not responsible for what the government created, Canada's health care system is kaputt​, broken and corrupt by design. Work with your doctor and become involved in your own care as the outcome depends on it. The very first person responsible for your health, care, body and mind, is YOU, medical staff are here to help you and improve it, but the key driver is always YOU.
Remember, your body, your choice, your right!

I forgot to mention, I absolutely LOVE the South African accent, it adds a splash of special flavour to the office.

Thank you Dr. Cloete and Receptionists!
You are all very much appreciated.

Nadine G.

Horrible experience from start to finish here. Never met more rude - angry frontline reception staff anywhere else. They clearly do not enjoy their job because they constantly hang up on people - use an angry, harsh tone when talking to the patients that come there that don’t feel well. Disgusting behaviour by staff including their body language and eye rolls. Their one main job it is to treat patients with kindness - care and respect when they come in to try and see a doctor. I do not feel culturally safe when coming here. When i’ve tried to address their behaviour with management I do not get a response for weeks or months and then I’m ask to find another Family doctor because that’s such an easy task to do. Apparently this is what they do if you bring up the front staffs rude behaviour to their clients and patients - Disgusting behaviour by all levels of staff and no accountability by so called professionals.

Andrew G.

Our first visit was very positive with Dr.Verstar. He took time to go over our medical issues and made quick follow up decisions for further tests. He was professional, compassionate and caring. We are really pleased that he was able to take us as new patients. HIs receptionist Shirley was very friendly . The rest of the front desk staff were also friendly and welcoming.

celia D.

Yesterday we were at the clinic after a very long time. We have been talking to doctor Wannenburg on phone appointments but yesterday was different. The clinic had a few patients at 10:30 am which is mostly full at this time but still we waited for over 30 minutes. I had another appointment around 11:15 am so I walked out as I was not the one seeing the doctor. My husband approached Candice to ask if there was going to be a longer wait. She accused him of shouting at her (what a coward) and after we reached home we get a call from the British accent woman who was furious and spoke like an angry bear (if they could talk). I had to force my husband to disconnect the call and not talk to her. At this time she informed us that we should find another doctor.