Terranova Medical Clinic (No Walk-Ins) Reviews

Terranova Medical Clinic (No Walk-Ins) Reviews

3.7

Good - based on 374 reviews

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Reviews (374)
PRANAV MANGU
PRANAV MANGU
2024-01-26
Bad Customer Service. Receptionists working on call centre are always in rush and they don’t listen to the patient’s concern.
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Shay J
Shay J
2024-01-18
When you call this clinic u first need to listen to long automated message when you finally get through to speak with someone they answer so quickly and place u on hold and 1/2 the time they keep you WAITING and forget about you! You have to call back again and go through the process again only to be placed back on hold or speak with one of many MOA’s working there who can’t even assist your call. There’s like 5 or 6 girls at the front desk staring at their monitors and they can’t answer the phones properly??? It’s frustrating as heck trying to contact the clinic and the online appointment website is a hit or miss. Our medical and healthcare system personally is embarrassing and lacks care and compassion. There are times I can’t even see my physician when I need to make that agonizing call to book an appointment because the staff are so incompetent.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-09-04
Hello Shay J, Thank you for taking the time to provide feedback on your experience with Terra Nova Medical Clinic. It saddens us to read that your recent telemedicine appointment didn’t meet your expectations, and for this, we sincerely apologize. The delay in the call and the rushed feeling you experienced is not reflective of the standards we aim to uphold. Everyone who reaches out to us deserves attention, care, and a thorough consultation. We take full responsibility for this lapse in service. We understand that our patients trust us for timely and attentive care, and it’s clear we fell short in this instance. We're investing in streamlining our telemedicine services to ensure punctuality and comprehensive consultations. To rectify this situation, we'd like to offer you another telemedicine appointment, prioritized to fit your schedule, with a dedicated timeframe to address your health concerns properly. It's true that we have a diverse team, and balancing patient loads can be challenging, especially in these times. However, we are continuously learning and striving to improve our services. Your feedback is a significant catalyst for this change. Shay, we genuinely hope to earn back your trust and provide you with the level of care you expect and deserve. If you find our actions align with your expectations, we kindly ask you to consider updating your review. Regardless of your decision, our commitment is to always prioritize our patients' well-being and satisfaction. Warm regards, The Terra Nova Medical Team
Paul Freeman
Paul Freeman
2023-12-28
We called the clinic on behalf of our 94 year mother. They reacted really quickly and got her a prescription for antibiotics to control her infection. Thank you to Jane who answered the phone and dealt with our problem so efficiently. And to Dr Julie Wilson for such prompt attention.
J A
J A
2023-12-27
One of the best clinics around. Very fortunate to have dr Wilson. She is so kind and professional. Even when she is not available the staff work well together to help as much as they can.
stella mars
stella mars
2023-12-18
Today, I witnessed an unfortunate incident where a relative of a patient was yelling at the clinic's administrative staff. Obviously, I don’t know the details that led to this woman’s rage, but I would like to commend the staff who remained calm throughout the encounter. It must be challenging for you, being yelled at early in the morning, perhaps with this being your first patient of the day, and who knows how many times more throughout the day or the week. Your patience is remarkable. Just so you know, you are appreciated.
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Allan Risdahl
Allan Risdahl
2023-12-13
I just read Helen's long post about Terra Nova from only a few appointments 10 years ago. She gets bird brains who think they're doing right. (More like new people who simply want a job in the medical field.) The patient being just extraneous with often no eye contact made. I am also having concerns about medical records which they dont seem able transfer after ive paid them. I have a different situation but can entirely believe what Helen wrote. I have been a patient there almost 8 years who went through a major emergency surgury in 2022. This required more medical correspondence a year ago. I had unsolicited calls that weren't discussed with my Doctor with hard to understand English. I was accused of missing appointments when this entirely was not the case. They had some sort of strange fee system for non medical expense or penalties. That when I got mad at they're false penalties they made go away. Routine items were slowly done and overall not that efficient. It's been a hard time for the Medical system for sure. But with this clinic which I've attempted to leave. I just wanted to write in and say I could entirely believe Helen's post. They're eye was not on the ball ! It may not be hugely better elsewhere. (In the USA if you pay 1000$ a visit maybe). But certainly not a Terra Nova in my experience the last year and a half.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-13
Dear Allan, We're truly sorry to hear that you're not happy with your experience at Terra Nova Medical Clinics. We take your concerns seriously and want to make things right. We apologize if our service didn't meet your expectations. We're always looking to improve, and your feedback helps us do that. We'd really appreciate the chance to talk more about your experience and see how we can help. Could you please contact us directly? We want to understand better and make sure we address your concerns. Thank you for letting us know, and we hope to hear from you soon. Sincerely, The Terra Nova Medical Clinics Team
Keith Threadkell
Keith Threadkell
2023-12-13
I've been very happy with the care I've received from my Family Doctor at this clinic.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-13
Dear Keith, Thank you so much for sharing your experience. We are so happy that we could provide you with excellent medical care and help you along your health journey. We appreciate you sharing your experiences with others! Warm wishes, Terra Nova Medical
Linda Ford
Linda Ford
2023-12-05
I was suddenly in need of a family doctor for myself and my two adult sons, and was very lucky to be offered the services of a doctor at Terranova Medical Clinic. Dr. Chen (Christina) Wang is extremely professional and thorough and the staff are welcoming and efficient. If you are in need of a family doctor and Terranova Medical Clinic has availability, I highly recommend Dr. Wang!
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-13
Hello Linda, Thank you so much for sharing your wonderful experience. Dr. Wang is indeed an excellent physician and this review will certainly make her day! We are very lucky at Terra Nova to be able to recruit many caring and well trained medical professionals to increase primary care services to those in need - like yourself and your sons. It is our goal to continue to provide more and more primary care during this time of stress on the Canadian health system. Your kind review helps us to recruit more professionals and encourage other patients in need to consider our doctors and nurses for their healthcare needs. Thank you very much and happy holidays! Warmly, the Terra Nova Medical Team
RyanAndersonS1400
RyanAndersonS1400
2023-12-04
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-05
Hello Ryan, Thank you for your review! We really appreciate your appreciation. It helps us to do better and better work. Thank you again, Terra Nova
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Helen Engel-Gray
Helen Engel-Gray
2023-12-03
Do not use this clinic unless you're comfortable with breaches in confidentiality and unsolicited calls from unlisted numbers on a Sunday morning. Years and years ago, I had a walk-in appointment at this clinic. We are talking close to a decade ago, and it was a one-off kind of visit. Since then, I haven't been back, because I already do have a family doctor who has been my primary care physician for over the last decade. Several days ago, seemingly out of the blue, someone named "LPN Julie" called MY HUSBAND to discuss scheduling some kind of medical procedure for me. *I* did not receive a call from Terra Nova Medical; my HUSBAND was contacted. About me and my previous medical procedures and booking a new appointment. This was an unnecessary breach to my privacy. Thank goodness I'm not estranged from my husband! Then this morning, at 8:04am on a Sunday (when their clinic is supposedly closed), I received yet another call from a nurse named "Karen" who, supposedly under the direction of her manager Meredith Yu, wanted to give me a "courtesy call" to remind me to schedule *another* kind of medical procedure. Bear in mind - I haven't used this clinic in nearly a decade, I visited them as a one-off (or maybe twice, I don't recall), and they are NOT my primary health provider or family doctor. They have not contacted me even once in the past many years since that visit, but suddenly I'm getting TWO calls in a week - one being on a Sunday morning when their clinic isn't even open - and from an unregistered number, no less. So whatever is happening at this clinic, RUN AWAY. Don't give them your data. Don't use their services, unless you're comfortable with them calling up your emergency contacts to discuss your medical records without your express consent. Incidentally, my husband did tell them to stop calling. He did tell them that I already have a doctor and I don't need these reminders. Clearly, their staff do not communicate or cross-reference their call lists, or even look at patient records before calling whatever number comes up. I feel so violated that I am nearly ready to report this clinic to the health authorities and their governing bodies for breach and harassment. ETA: This clinic has another 2-star review that also mentioned breach of confidentiality, just 3 weeks prior to my review. At the time, that commenter was assured that this issue would be addressed with the highest level of urgency and that the clinic is in the process of reviewing and revising their policies. Three weeks later, that does not seem to be the case, and instead of owning up to this series of missteps that should never have happened, the clinic would prefer to play defence. Well, let me state again that my *HUSBAND* does not have the same number as I do, and while he may be listed as an emergency contact, there was NO ATTEMPT to call me prior to calling him. And there is never an excuse to call someone up after many years of no contact, to advise them to complete certain medical procedures. Do better, Terra Nova Medical. Do yourself a favour folks, and find a clinic where something like this doesn't happen even once. I know there is a doctor shortage, but a clinic that fails to take responsibility for their errors is not one you want to risk your health at.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-13
Dear Helen, We apologize for the negative experience you had at our clinic. We take patient feedback seriously and strive to provide a welcoming and professional environment. We would like to speak with you further about your experience to better understand how we can improve. Please contact us directly to schedule a meeting at support@terranovamedical.ca
Rocky Monga
Rocky Monga
2023-11-15
Dr. Julie wilson is very friendly and totally inclined towards her patients, the frontstaff is also very friendly. she's awesome in her field of expertise.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-04
Thank you very much Rocky! We appreciate your heartwarming feedback so much. Happy Holidays to you and your family.
WilWil G
WilWil G
2023-11-05
This medical team always offers me and my whole family professional services.They're caring and kind and empathetic from Doctors to its administrator. Special thanks to Pauline, for her considerate and amazing service in helping us!
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-11-06
Dear WilWil G, It warms our hearts to receive such a wonderful review. On behalf of the entire team here at Terra Nova Medical, I would like to express our deepest gratitude for your kind words and for choosing us to care for your family's health needs. Your shout-out to Pauline is especially appreciated, and I'll make sure to pass along your praises to her. She, like everyone on our team, is dedicated to providing compassionate and attentive care to all of our patients, and it's uplifting to know her efforts have made such a positive impact. We're proud to serve the Richmond community and are delighted that you've felt supported and valued at every visit. It's our privilege to continue this journey with you and your loved ones, ensuring you receive the professional service you've come to expect from Terra Nova Medical. Please remember, my door is always open for any feedback or suggestions you might have on how we can further enhance our services. Thank you once again for your support and for being such a valued part of our community. Warmest regards, Dr. Julie Wilson Medical Director Terra Nova Medical
Mick Fu
Mick Fu
2023-11-05
This is far the worst experience i had with a receptionist, doesn't seems like she wants to be there and took all my information even know I press 4 " for new clients " . Took all my informations to tell me after a long wait that " we don't accept new clients " i live 1 min walk from there what a joke .... the owner should definitely little to their calls " calls are recorded for quality and training " where is the training .... call on sunday morning . Looks like this clinic don't accept new client - Don't WASTE your time if you looking for a new doctor....
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-11-06
Dear Mick, We are genuinely sorry to hear about your recent experience at our clinic. It’s clear that we fell short of providing you with the welcoming and efficient service that we strive to deliver to all our patients, and for that, we are truly apologetic. We understand how valuable your time is, especially when seeking medical care, and the frustration of receiving contradictory information after a long wait is not the standard we aim for. We appreciate you bringing this to our attention. Please know that we take your comments to heart and have already initiated a review of our call handling procedures to ensure that our reception team is providing clear and accurate information. Moreover, we are looking into this particular incident to understand how we can better train our staff and prevent a recurrence. While we are currently at capacity for taking on new clients, we are actively working to expand our resources to serve the Richmond community better. We would be grateful for the opportunity to discuss your experience further and explore how we might be able to assist you now or in the future. Could we ask you to reach out to us at support@terranovamedical.ca at your earliest convenience? Your feedback provides us with the valuable opportunity to improve, and we hope to have the chance to regain your trust. Sincerely, Dr. Julie Wilson Medical Director Terra Nova Medical
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Kaia Wong-Moon
Kaia Wong-Moon
2023-10-26
Though Dr. Wilson is a great Healthcare practitioner, the administrative staff at this clinic are negligent and uncaring. A few weeks ago, the clinic attempted to contact me regarding an outpatient appointment about 15 minutes before they closed, and left a voice-mail. After I attempted to contact them 10 minutes later, I was informed by my estranged mom that the clinic had phoned her boyfriend who was not attached to my file at all, but was attached to my mother's file in the same clinic, and gave him all the details regarding my appointment date and location. This was a disgusting breach of confidentiality, and this person happens to be abusive and the reason my mother is estranged from the family. Upon calling to investigate what happened, I was only met with "I'm sorry I guess we saw him in your mom's file and called him instead". Not ok, not legal. Furthermore, after missing a phone call for a telemedicine appointment by a fraction of a second, I called the clinic back immediately and was told that I would have to rebook, even though I was on the phone with the clinic 30 seconds after missing the call. They also called me about 10 minutes later than my appointment time, so they were late but I can't go through with my appointment 30 seconds later? This used to be a great clinic with helpful staff, and I understand that covid made things really hard on Healthcare workers, but this breach of conduct and lack of any sense of responsibility to their patients is incredibly upsetting. I have attempted to contact the clinic for information on that phone call, like who made it, and I've gotten no response.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-12-04
Dear Kaia, I am deeply troubled by the experiences you've shared in your review. At Terra Nova Medical, the privacy and trust of our patients are foundational to the care we provide, and it is evident from your account that we have failed to meet these crucial obligations in your case. The concerns you've raised regarding the handling of your personal information are of the utmost severity. I want to assure you that we are not only addressing this with the highest level of urgency but are also in the process of reviewing and revising our policies to prevent such unacceptable errors from happening in the future. We did a thorough investigation at the clinic into what happened and the following was clarified by the staff member making the phone call: Your mother's phone number was on your file, previously provided by yourself. We were not aware of any subsequent estrangement with her and yourself. When she answered the phone, she did so on speakerphone and her boyfriend was also present in the room. He was not called. His number was not found on her chart after associating your charts together. That characterization was a wrong guess by another staff member after your phone call with her. We have since removed your mother's information from your file. Though this was unfortunate due to a series of events that led to your mother's boyfriend hearing about the appointment time, no personal details or medical details were mentioned. Though I understand how upsetting this may be, this did not break any confidentiality rules or protocol. We have however reviewed the discomfort that this has caused you and done further staff training and each person at the clinic has taken extra training in BC confidentiality rules and recommendations. One of our managers has also discussed this with you on the phone and answered your questions at that time. If you would like to discuss anything more, please let us know. Our patients' privacy and safety is very important to us. It is our priority to understand fully and rectify the mistakes made, and to provide you with the assurance that measures will be put in place for your privacy and the privacy of all our patients. I would like to personally extend an invitation to you to discuss this matter with me at your earliest convenience. Your feedback will be invaluable in guiding the improvements we must make. You may reach me directly at support@terranovamedical.ca, or if you prefer, please let us know the best way and time to contact you. We are committed to not only resolving the issues you've encountered but also to regaining your trust through concrete action and improved practices. Thank you for bringing this matter to our attention—it is only with such feedback that we can strive to do better. Sincerely, Dr. Julie Wilson Medical Director Terra Nova Medical
April Gandionco
April Gandionco
2023-10-08
Dr. Julie Wilson is an amazing doctor. She is beautiful inside and out as well. I am having severe pain due to kidney stone and badly needed a prescription for pain medication. Earlier today, waiting time in the ER was about 5 hours and I can't leave my baby for too long since I am breastfeeding. I sent a text message to Dr. Julie for the first time and wasn't expecting for her to reply but she replied immediately. She is not working in the office today but she went above and beyond to helped me. Thank you Dr. Julie for being the best family doctor and for taking care of me and my family ❤️
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-11-06
Dear April, Thank you so much for your heartfelt review. It is gratifying to hear about your positive experience with our clinic and with me personally. I understand how distressing it can be to manage severe pain, especially when caring for a little one, and I'm truly glad I could be there for you when you needed assistance. At Terra Nova Medical, we strive to provide compassionate, timely, and personalized care to all of our patients, and I'm happy to know that we were able to help you avoid a lengthy ER wait while addressing your urgent need for pain relief. Please remember that you and your family's health and well-being are always our top priority, and we are here to support you in any way we can. If there’s anything more we can do to assist you in your health journey, do not hesitate to reach out. Thank you once again for choosing us to be part of your family's care. It's patients like you that make our work so rewarding. Warm wishes, Dr. Julie Wilson Terra Nova Medical
Sarah S
Sarah S
2023-10-06
Considering how insanely busy this office is they do a pretty great job of dealing with their patients!! It used to be one of the best places to go to a walk-in clinic when I first moved to Richmond in 2018 but now (through no fault of their own) due to Covid and the Dr shortage they don’t seem to be able to accommodate walk-ins. Regardless, after many years of searching for a GP for my daughter we were finally able to get her a Nurse Practitioner at their sister site (Terra Nova Primary Care) to be her primary care giver and we could not be more pleased with his care! NOTE!!! If you are looking for a primary caregiver don’t just go by what they have on their website, call in (early morning is best if you want to get through) and check with reception as well because sometimes Drs and NPs will start working there and their spots fill up just by word of mouth without ever being listed as a provider accepting patients on Terra Nova’s website!
Reply from Terranova Medical Clinic (No Walk-Ins) 2022-11-01
Dear Sarah, Thank you for your appreciation. Our team is working towards reversing the situation caused due to Canada-wide shortage of family doctors. We aim to resume the walk-in service as soon as possible. Thank you once again for your patronage.
vancouver van
vancouver van
2023-08-31
This clinic they will never answer your phone, even this clinic is not busy.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-09-04
Hello vancouver van, Thank you for taking the time to share your feedback. We sincerely apologize for the inconvenience you've experienced with our phone lines. We understand the frustration of not being able to get through immediately. Unfortunately, we receive hundreds of phone calls per day, and despite our best efforts, we sometimes can't answer each one in real-time. However, please know that we make it a priority to respond to all voicemails and emails within 24 hours. Additionally, for convenience, we also offer online booking for appointments. Our dedicated team works diligently to address messages and concerns, and we genuinely value your patience in this matter. We hope you'll give us another chance to assist you and meet your needs more effectively in the future. Warm regards, The Terra Nova Team.
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Ayumi M
Ayumi M
2023-08-12
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-09-04
Hello Ayumi, Thank you so much for the 5-star rating! We're glad to see that you had a positive experience with Terra Nova Medical. If there's anything else we can assist with in the future, please don't hesitate to reach out. We appreciate your trust and support! Warm regards, The Terra Nova Medical Team.
Free Surfer
Free Surfer
2023-07-12
Receptionist is great, NP is too shy to see my focus. I feel embarrassed. Re: no the focus was close to my private part and she had this dismissive look on her, it made me feel like a sicko for asking for diagnosis. She wanted a male NP to look at it but he was too busy so I was left without any real diagnosis but a guesstimate. To be honest, I wish I had seen a male NP had I known this ridiculousness would happen. Such a waste of time and my dignity.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-07-12
Dear Free Surfer, Thank you for taking the time to share your feedback. We are pleased to hear that our reception team made a positive impression on you. However, we're sorry to hear about your experience with our Nurse Practitioner (NP). Our goal is to ensure that each patient feels comfortable and heard during their visit, and we regret if this was not your experience. Our team is here to provide care and to address any health concerns you may have. Please understand that the demeanor of shyness you observed may stem from an intention to be respectful and considerate during examinations and discussions. Regardless, we value your feedback and will address your concerns with our team to ensure better communication and patient comfort moving forward. If you would like to further discuss your experience, we welcome you to reach out to our clinic directly. We are committed to improving your experience and look forward to providing you with the level of care you expect from Terra Nova Medical Clinic in the future. Thank you again for your feedback. Best Regards, The Terra Nova Medical Clinic Team
omar aneflouss
omar aneflouss
2023-07-10
I recently had the opportunity to visit Terra Nova Clinic with my family, and overall, it was a positive experience. The staff at the clinic were incredibly professional, caring, and accommodating, making us feel welcome and at ease from the moment we walked in. One aspect that stood out was the exceptional behavior of the clinic's staff. They were friendly, courteous, and displayed a genuine concern for our well-being. They patiently answered all our questions and provided clear explanations about the procedures and treatments. It was evident that they were dedicated to delivering high-quality healthcare services. I would also like to express my appreciation for the Nurse Practitioner who followed up with us. She was thorough in her examination, taking the time to listen attentively to our concerns and addressing them with care and expertise. Her approach was both professional and empathetic, making us feel confident in the treatment plan she recommended. However, I must highlight one aspect that left us slightly disappointed—the examination room capacity. Given that we visited as a family of four, the room felt considerably cramped. It was challenging for all of us to fit comfortably and maintain privacy during the examination. The lack of space made the experience a bit uncomfortable and hindered our ability to fully relax. Furthermore, the absence of an activated air conditioning system compounded the issue. With a limited amount of fresh air circulating in the room, the environment quickly became stuffy and uncomfortable. It's essential for a healthcare facility to ensure a comfortable and conducive atmosphere for patients, especially during moments of anxiety or discomfort. Despite these shortcomings, I acknowledge that Terra Nova Clinic provided us with exceptional care and service. While the examination room size and lack of AC were inconveniences, the professionalism and expertise of the staff, as well as the attentiveness of the Nurse Practitioner, made up for these shortcomings. We couldn't ask for more in terms of their dedication to patient care and well-being. Overall, Terra Nova Clinic offers excellent healthcare services, but there is room for improvement in terms of the examination room capacity and ensuring a comfortable environment for patients. With a few adjustments, the clinic would undoubtedly provide an even more pleasant experience for all visitors.
Reply from Terranova Medical Clinic (No Walk-Ins) 2023-07-12
Dear Omar, Thank you so much for taking the time to share your comprehensive feedback about your family's recent visit to Terra Nova Clinic. We're genuinely grateful for your generous comments regarding our professional and caring staff. It's particularly uplifting to hear about the positive impact our Nurse Practitioner had with her attentive approach and expertise. We do, however, regret to hear about the discomfort experienced in relation to the examination room size and the air conditioning system. We acknowledge that creating a comfortable and private environment is vital to the overall patient experience. Regarding the room size, while we currently have constraints on changing it, we are exploring better ways to manage patient flow and privacy during examinations, particularly for family visits. Your comments will play a crucial role in guiding these improvements. As for the air conditioning, we are actively addressing this matter and will strive to maintain a comfortable environment for our patients in all weather conditions. We understand the importance of a comfortable atmosphere for patients, and we sincerely apologize if your visit fell short of expectations in this regard. We're heartened that, despite these challenges, you found our healthcare services to be excellent and our dedication to patient care praiseworthy. Rest assured, we will continue to uphold these standards while addressing the areas you have highlighted for improvement. Again, thank you for your constructive feedback. We are committed to making your future visits even more comfortable and pleasant. Please do not hesitate to reach out if you have further suggestions or concerns. Best Regards, The Terra Nova Clinic Team