One star reviews are not something I often give out. I have to have a really bad experience to warrant one. In this case, one star is being generous.
Upon my relocation to Ontario I signed up for the CCAC service to connect me with a family doctor. I received a letter from a Care Connector by the name of Judy H. to contact the office as my phone number had changed and I hadn't updated it in the system. I contacted her straight away and she asked me some medical and preference questions. One of the questions was whether I required a male or female doctor. I told her that I prefer a female but that I've been without a family doctor for so long so if only male practitioners are available I will accept that.
Judy gave me the name and contact information for a male doctor in my area that is accepting new patients. She told me that the office can be busy so I should be patient and may have to try to call a few times. No problem. I attempted to call the office EIGHT times over a 3-day period and my calls were never answered. Each time the calls went to voice mail, either directly or after a few rings. That would not have been a problem had it not been for the fact that EVERY time the voice mail message said the mailbox is full. So I couldn't even leave a message for someone to call me back. I found this to be concerning because in the future when I NEED to reach my doctor's office I expect the same situation to occur, not being able to get an appointment. So I called and left a message for Judy to enquire about being assigned a different doctor. When she called me back she was argumentative and unwilling to work with me, claiming that her job was to connect me with a doctor to meet my needs and she'd done that. I explained that this doctor is not meeting my needs - my need being to be able to reach the office to make and appointment in a timely fashion - and asked if she could refer me to someone else, preferably a woman. She continued arguing that she did her part and that I hadn't asked for a female, which I explained that I had. Basically the conversation - if you can call it that - was me asking for help and her refusing and talking over me. I was told that I can find my own doctor and that her job was done. She was the laziest, most argumentative customer care rep I have dealt with in a long time. In the end, I ended the call by saying that obviously the call was getting us nowhere and there was no point in continuing to waste my time.
Looking at the website I found that the service is provided by the government which means that MY tax dollars are being used to pay this woman's salary to treat me like this. Disgusting. On the website I also saw this:
"All of our employees - from your Case Manager (also referred to as a "Care Coordinator") to the administrative staff and management - are dedicated to realizing our Vision and Mission.
Our Vision: Outstanding care - every person, every day.
Our Mission: To deliver a seamless experience through the health system for people in our diverse communities, providing equitable access, individualized care coordination and quality health care."
As far as I am concerned Judy H. did NOT meet the organization's vision and mission statements with me and unfortunately I cannot find a way to contact a supervisor to complain. Funnily enough though, there are a number of videos showing how happy community members are with the service. How about an opportunity to complain? No dice.
So as it stands, I'm right back where I started without a primary doctor to access and having to go to walk in clinic if I need medical care. Well, at least Judy is getting paid. read more
