ComplaintsforOxford medical walk-in clinic

• Initial Complaint

  18/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 17th day of November 2022, my partner and I entered the walk-in to see a doctor. There were no forms or signs stating that is was closed. As we entered there were other people and when we had ask to see a doctor, a woman shouted at us and handled the situation very poorly. When I had called on the phone asking to come she said yes. Here we are today again on the 18th day of November 2022 with a shocking situation. She looked at us and gave us yucky attitude and when I explained to her she did this to me yesterday and I don’t appreciate it, she got loud and told us we can see someone else. I asked if there is someone above her that I may raise this issue to regarding her poor professionalism. Yesterday when we came in she looked at us and denied us entry, today she attempted to do the same thing but realized it’s 2:00 pm and they close at 6:00 pm. Right after we submitted our papers she closed the clinic. Is there something we are doing wrong here? We both have on a full head mask and our baby is only 1 yr old and is not required. * **** ** ** *** ************* ** ******* ** *** ****** ** *** ***** I would like to take this up with someone rather sooner than later. She denied giving me the contact information to her boss. She also did not release any information for reporting. It was the woman at the main desk that claims she is the boss.

  Business response

  03/01/2023

  Hi Ms *****

  I am responding to the above mentioned complaint. Oxford Walkin Clinic has been providing care for the patients for three decades. We have provided care during the pandemic. We provide primary care to all patients. However we don't tolerate abuse and rude behaviour towards doctors, staff, and other patients.   
  

  I am extremely sorry that patients (the complainants) felt the way they did. Before I explain the situation at hand, I would like to point out:

  
  

  1. Patients must wear a mask during their visit to the clinic. 

  2. In a perfect world we would keep taking patients till closing, but in the real world depending on the number of patients present, the doctor may limit the number of patients they can see during their shift.

  3. The number of patients in the clinic varies all day. We can't predict, say we don't have any patients at the clinic at a given time, and someone calls and asks about the wait time, we say if you come in right now, there is no wait time. By the time this patient comes in we have a full house and the wait time suddenly is two hours. This is beyond our control, since we are strictly walk-in, first come first serve, therefore we don't book appointments. Patients have to come in and get themselves booked and seen by the doctor.  

  
  

  In this case all the above happened. On November 17, 2022, the patients (the complainants) came at the time when the doctor had stopped taking patients. They had the option either to go to another facility or come back at a later date. When they came back the next day (November 18, 2022) it was the same situation as the day before, but the staff asked the doctor on duty and the doctor agreed to see them.

  The gentleman was not wearing a mask, when he was asked to put one on, he complied. The lady was visibly upset and started abusing the staff. The staff asked her to refrain from the abuse. They were seen by the doctor.

  
  

  We at the clinic do our best to keep functioning smoothly. We post the signs on our front door windows and back doors, regarding different announcements, closures and more. Sometimes patients don't see or if they do, don't pay attention. We are in the process of updating the clinic's website to further facilitate our patients, about hours and closures.

  As regarding the questions you asked,

  1. Yes the company acted in good faith, and did everything that was expected of the staff. 

   I hope this explains our side of the story. If you need more information please let me know.

  
  

  **** *** ******** ******* ****** ****** ****** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩