Lockview Medical Clinic -

DR SLiK

Although my Dr. is ok, I am very unhappy with how some situations and policies are implemented and handled by the reception staff.

I received a $60 invoice through the portal for a no show appointment. Apparently I had accidentally booked an in person instead of a phone appointment. Instead of calling me to inquire and check if I would be coming or, if I was ok, I was automatically sent an invoice! I would think that unless I was a recurring no show (I am not, this was my first) the office would call or maybe it would occur that an there was an error (on my part) and just call me.

I understand that they may be busy and can't always call, but for a regular and reliable patient it is just plain courteous to call and maybe at least, give a heads up that an invoice is coming!! What if I was in an accident, or ill or at the hospital. I was in another province for a close friend's celebration of life, so clearly there was a valid reason aside from the fact I really thought I had a phone appointment.

I called the office right away to discuss and of course, apologize for not showing up. But, the phone lines were closed with a message to call back during office hours. I was literally sent the invoice minutes before my call and actually minutes after the appointment time!! Another example of unprofessionalism. They expect respect from us but it is not returned.

I mentioned in my written correspondence through the portal that this was my only infraction and that I felt like I committed a very large crime for my first offence but they sent me a document saying I missed an appointment in 2020, over 4 years ago! So, if I don't miss an appointment for 10 years and then for some reason, I miss an appointment then, that is my 3rd offence and I'm kicked of the roster? Really How long do they hold on to that? IMO, after not missing an appointment for a period of time such as 2 years, the slate should be wiped clean. It's not like the person is a regular no show!! I don't even remember that appointment and want to dispute this whole situation but I feel like I have zero rights here and know it would be a futile attempt.

I definitely empathize with the clinic and having a policy for no shows in place but, this policy needs review and amending to allow for unexpected occurrences and to wipe the slate clean after a reasonable amount of time. Everyone's time is valuable but people should all be treated with kindness and respect including all the patients!

If there wasn't such a Dr. shortage and given my current health related situation, I would most definitely be looking for a clinic that treats their clients with more respect than this one. They hold all the cards.

chauntell mcfarlane

This place is aweful . Been waiting a month for my cat scan results and no one will call me back . The receptionist is rude and dosen't seem to ever be helpful . Go elsewhere. Second complaint. I drove an hour to find out my doctor was not there for whatever reason . The ignorant receptionist was absolutely no help .

Lauren McLay

Absolutely terrible customer service. It is impossible to make an appointment. Even when your own doctor tells you on a phone apt that you waited months for , to book an in person appointment … but yet you can’t book one because there isn’t any and she won’t book for you? … cannot call as they don’t answer. so I’ve been trying to get online to book one for this specific reason the doctor wants me too and it won’t let me on. Gives me error message. Had my mother message them to contact me. The receptionist just called me and told me i have a no show fee for an appointment i DIDNT EVEN BOOK! (On April 18th! That no one called me about to find out why i didn’t show …? My doctor must of booked it and hadn’t notified me! So now they want 50$ from me for me to be able to get back onto the portal to book an appointment. I guess me and my children just lost our doctor. I am sick to death of this doctors office. It is a big joke!! Disgusting

hugo li

Unfortunately one star is the lowest scale. If there is an option for zero star then I definitely will select it. The receptionist is the most difficult person to deal with and without one of. She messed up my phone number and my wife's then I missed my doctor's phone appointment all because of her mistake. She requested me to rebook the appointment which is super difficult to book online. She never says sorry for her mistakes and is extremely rude to the clients. She is never willing to take down message for follow-up. She tries zero effect to solve the problem but a trouble maker. Not sure what happened to her as she has such a negative attitude.

Natalie O'Brien

Horrible experience overall with clinic. They seem to care more about money than their patients.
One receptionist is rude. She has absolutely 0 customer service skills.
During my brain cancer journey they never updated long term disability without me having to request number times. No doctors stay at this location, they always seem to leave.

Nicole Leblanc

I have been with them for years, never had an issue.I always get a call back the next day. I book my apt ahead of time and have no trouble seeing my doctor. If I need something right away they often book me in within 72 hours with one of the docs in the practice. They also have an online booking system that is amazing!

Joanne Pullin

I was a long term patient I would say roughly 15 years. When I had a recent car accident I was unable to book an appointment for a month after the accident. I was distaught and I was further upset with Dr. Fragoso's response that she didnt have time to deal with my issues and I needed to book another appointment through the Portal. I had not been able to do,and had tried many many times. I only got an appointment that day due to a prescription that needed to be renewed and the pharmacy notified them. After spending most of the time decribing in detail the accident which she insisted on, she gave me no treatment. ( I had requested an mri - I felt I had a concussion and xray for a hand injury). I voiced my frustratation about the portal and said maybe I need a new doctor. She said that would be fine. I then said no I'll be ok but she then said no, i will no longer serve you. I will give you 30 days of service but I wont be able to serve you after that. Prior to this appointment I felt that we had a good relationship. I cannot believe this happened to me, Thank goodness I now have a new doctor but I cannot leave a message or send an email to have my file transferred. Terrible service.

I will add that since Covid I believe they may have eliminated more receptionist services so it may be why they no longer return phone calls. The online portal used to book appointment has never been worked for me. Prior to Covid these issues for me were non-existent. I get that things are different but phone appointments should take no longer than in person ones. and if you cannot book through the portal, phones messages should be answered. At the time of my accident I left 4-5 messages. None were returned. Now, since then you cannot leave a message, unless a receptionist is on duty which is not frequently. This should not be allowed.

Michael Brown

Have been seeing my new family doctor here; since I’ve moved back from Toronto. I find the clinic wonderful. The receptionists are very friendly! And my doctor, she is by far the best doctor I have ever seen. She is thorough and listens to my needs and is very supportive and understanding!