Lapsley Family Doctors

The only complaint I have is the time you spend trying to make an appointment here over the phone or when you need your test results. It is easier just to go there in person rather than calling. It's easier to make appointments through their app. Excellent doctors, especially Dr. Wayne.

The doctors are fantastic but the telephone service is the worst out there, except for Sophie. She's great. I usually use the app or drive over to make an appointment. It's impossible by phone to get an appointment.

We scheduled an appointment with Dr Grace Bajowa, in Lapsely a month prior(Sep of 2023) and the Administration Staff confirmed a month back(Oct first week) that the appointment is confirmed for November 2. Usually clinic sends reminders that there is an appointment, however we took the pain on the day of appointment to remind them we are on the way, and the front office staff cites there is no appointment booked. Upon asking to talk to her Supervisor Anitha, Ms Josan cites she is busy and not available. Would definitely avoid Lapsley Administration staff if there is a way to reach out to Dr Grace Bajowa directly, as they have no clue on scheduling or neither do they send any reminders or follow ups for appointments

Dr Andrew is super unprofessional, their response time for a simple prescription is ridiculous. Their receptionist also completely messed up a simple fax.

Filipino receptionists/ front desk need some serious customer service training. They are rude and unprofessional with what they do. Busy or not, they’re not accommodating you nicely.

On the other hand, Dr. Bajowa is the sole reason why I still come to this location. She’s a good doctor and very easy to deal with.

Receptionists should be well- oriented with what good customer service is. You should never tell your patients that they should know what they are doing or make your patients feel that they don't know what they're supposed to do next because we don't work there--- don't expect us to guess about your procedures. After a lab test, we don't hear anything from the clinic. When you call the clinic, this Filipino receptionist would say, " Oh, you should know that you need to book an appointment to know about your results.. Our patients know what they are doing.. Even in the Philippines, this is what you're supposed to do..." She also told me about their voicemail so I would know if I need to press 1 or 2 or whatever. Bad customer service! It could have been better if she said, "I see that you recently had a lab test. I can book an appointment for you to talk to the doctor so she can discuss the results to you.." This person needs some serious professional training. She should also know how to handle follow-up prescription refill requests. I called our pharmacy to request for a refill but can't proceed with the refill without the doctor's approval. So I called the clinic and was advised to do a blood test. After that, we never heard anything from the clinic. No response about the prescription refill as well. We had to call the clinic to follow up this request only to find out that I have to book for another appointment again. This receptionist said, "You should know what you're supposed to do.." and worse is, she instructed me to call back our pharmacy to request for the refill despite the fact that I have already an existing refill request with the pharmacy. Okay, so I called the pharmacy but was asked to talk to our doctor instead (as expected). I called the clinic again, good thing I was able to talk to another medical assistant. She said that there's no need to talk to your pharmacy. I told her about my experience with the other receptionist she said, "She probably doesn't know what she's doing.."

Reception is a NIGHTMARE. Dr Andrew is a good doctor but you can NEVER get an appointment. They make you use the Medeo app to book your appointments and then cancel then randomly if they aren't deemed "necessary." That is verbatim what a receptionist told me. I DO NOT recommend anyone come here unless they want to be constantly chasing their doctors for a simple appointment.