Aquarius Medical Clinic

WORST PHONE SERVICE POSSIBLE. The receptionist was extremely rude, I was answered on the phone today by someone who was insensitive, unprofessional and incapable of putting themselves in the shoes of someone who has a child who has been sick for more than 5 days and needs help.

My question to those responsible for this clinical health place: Do you have telephone recording? Well, you should... see the service you've been offering. They CERTAINLY need PROFESSIONAL training.

I'm really shocked and if I didn't like my doctor so much I would certainly move to another place.

Dr Z is good when I get to see her but the front desk staff and rest of the staff I’ve interacted with in trying to get a simple prescription are rude, short and incompetent. Medical professionals who work at the front desk need to be trained in customer service and empathy. Guess not everyone is cut out for their job.

I feel it is imperative that as a recipient of excellent attentive care at this clinic for a number of years (I fired my family doctor today and will be only patronizing Aquarius) that their services are recognized. Front Staff: I have always received excellent communication about when a doctor is available with politeness. My ex-family doctor had a rude beast secretary who felt that she could raise her voice and pretend she had some invisible power as a gatekeeper. Appointments with my family doctor were NEVER same day or even next day. Trust me, the ex-family doctor receptionist savoured the fact that she could talk about how busy they were and quickest appointment was days away. At Aquarius, I have maximum needed to wait till the next morning - and had doctors who never rushed. The prescription was faxed within 3 minutes of my hanging up to the pharmacy. Aquarius' caring doctors gave me hope, information, and the ability to be pro-active in my care. I am used to waiting long waits at specialist offices. I know that those in the know appreciate this clinic and I hope them continued and long success.

The doctors are absolutely kind and respectful in my experience with that clinic. But the receptionist is generally unfriendly and the same thing happened during my recent visit there. There was a slight disagreement that resulted because of the unfriendliness of one of the women who was at the front desk trying to check me in. I tried not to make a big deal out of it. And thought it was over. While I was in treatment with the doctor, they called the doctor out of the room and I think they probably mentioned what happened (or their side of the story of what had happened) in the reception area which I thought was unnecessary and unrelated to my treatment. This interfered with my treatment time and I felt that they could have handled this differently and more professionally. If they needed to mention this to the doctor, they could have mentioned this to the doctor after my consultation was over. The one star reflects my experience with receptionist during my recent visit but it doesn't reflect my experience with the doctors.

We had an excellent experience with Aquarius clinic as a walk-in - the reception was kind and caring and efficient, and Dr Redding was exceptional. She provided a calm and clear assessment and recommendations for my mother-in-law, and managed to cover all the information while my partner interpreted in Portuguese and our toddler tore apart her office. Dr. Redding went above and beyond to make sure we understood the information, and provided quick follow up to review x-ray results.

Awful experience using this clinic, do not recommend. Went in for a pap test in January where I had to wait 1.5 hours even though I had an appt. Followed up for the results in May and was told they take 6 months. Called again today to follow up and was told they only took one swab when they needed to take two and so I would need to go and start the process again. No call or notification to inform me of this in the last 7 months of waiting for very important health results!

Dr Martins is an incredible, thoughtful doctor which I would highly recommend; but the receptionist I just spoke to at 10:55 on June 24 was rude, dismissive, unprofessional, lacking compassion by telling me that she does not appreciate my frustration when I was calling to enquire about a referral for an ENT I have been waiting for 3.5 months to hear back from. Unfriendly is an understatement, certainly did not sound like she wanted to help or even be answering anyone’s calls let alone working, and would not give me her name which would help when I need to call back again for an update. We rely on doctors and the challenging process for health issues which only progress in severity after waiting months to get an appointment. I am disappointed that this is how your patients are treated - it is clear from the countless reviews there is a major issue with your staff at the front desk which is not indicative of the doctors they represent, and nothing is changing, not even a note back simply acknowledging how poorly we are being treated. There are so many out there who would love to work in the healthcare industry, being in the industry myself, how you treat people matters, and kindness doesn't cost a thing and goes a long way!