Caroline Medical Group

Wow, the practice of telling patients that their family doctor is on vacation is incredibly frustrating—and I’ve experienced this myself. Everyone deserves a break, of course, but here's the thing: over a period of 6 to 9 months, every time I called, I was told, "Sorry, the doctor is on vacation this week." My response was often, "I called three weeks ago, and she was on vacation then too. Can you book me for when she gets back?" The answer? "No, you’ll have to call back when she’s back." "Ok, thank you. When is she back?" "We can't share that." This has been such a recurring issue. It’s incredibly difficult to even get an appointment, not because the doctor isn’t available, but because navigating the front desk staff is not only frustrating but often feels downright intimidating. Honestly, I’ve come to expect that when I call, I’m going to encounter a rude receptionist who sounds upset just to answer the phone. One time, I called to book an appointment with my doctor, and when the receptionist asked why, I explained my situation. Her response was, "I’ll send you a blood requisition for that." And then, she hung up on me. Confused and in need of clarification, I called back, asking where the requisition had been sent. She refused to answer and hung up on me again. I called back yet again, staying calm and polite, just trying to get some clarity because I really needed that information. To top it all off, I still can’t see my family doctor, only the nurses. In fact, I’ve resorted to booking online to avoid the front desk altogether. But even when I do manage to book with the nurses, the experience has been awful. One nurse even asked me why I was “stepping on the doctor’s toes” by reaching out to them instead of the doctor directly. My brain is absolutely exploding. I'm at a loss for what's going on at this office or what they do with their time (other than sitting at the front desk gossiping). But honestly, someone needs to step in and address this.

If you would like in person appointments with a Doctor, look elsewhere. I wish I had looked at the reviews sooner. I truly thought I was alone in my experience with the rude and unprofessional front desk staff. It is next to impossible to book an in-person appointment with my doctor because the staff either hang up on me when I ask a question or tell me the doctor is on vacation…every time I call. I recently read a review where a patient mentioned complimenting Dr. Tohn on returning from vacation, only for the doctor to be confused; because they had never been away. That’s when it clicked: the same excuse has been used with me repeatedly. It’s a disturbing tactic, and it’s incredibly disappointing. Why is this happening? Why are patients being treated this way? During my last appointment (with a nurse), the reception staff were openly gossiping in a circle, completely disengaged. I also noticed they all go on lunch at the same time despite there appearing to be 7 to 9 reception staff. Isn't the point of having that many people to ensure the front desk and phones are covered at all times? It’s unacceptable, and frankly, shameful. Patients deserve better.

Dr Curtis Kelly is a terrible doctor. Doesn’t seem to care about his patients, no bedside manner, misdiagnoses things. Run for the hills before hiring him as your physician.

Came across this site so will add my comments on the Caroline Clinic. I was 88 and a patient for 42 years, had 3 doctors during that time. Received an email in December 2022 telling me that my doctor was stressed and I was terminated from his practice. I had been through a multitude of health issues and not fully recovered. Still not. The other doctors were not taking on new patients soI was set adrift without any help from the clinic. A sad state of affairs to try and find a new doctor. Too bad it used to be a wonderful clinic, shouldn't have tied up with a money making clinic.

I have been a patient at this clinic for over 20 years. Now I have been kicked out due to over demand on this under staffed medical office. This has negatively impacted patient care and caused added on stress to all. We have dearly paid for our health care and keep paying more, however, the quality, client service and patient care have deteriorated significantly. This is not acceptable. I have had few negative experienses recently. First of all I was rushed out from my appointment and the intern doctor said I need to make another appointment to discuss further concerns. He had no time for me. I have been waiting on a prescription approval for two weeks now. I followed up and was told I need to talk to my "real" doctor about it once she returns from her leave next week. The intern was ignoring my request and I had to followup with the office. I also had a pharmacist request a prescription from the intern which was ignored. Again speak to your doctor next week I am still a patient at this clinic I should have a doctor there. I feel I don't. I told them that and they suggested I go to a walk-in . This is disgraceful. What has happened to our healthcare as it seems to be nowhere where it should be. Very disappointed in how things have deteriorated. We are just a number and personal care is gone.

Been a patient for 15 years, in 2021 my health began to take a turn. After the last 3 years of hospital admissions, misdiagnosis and poor attention to detail the Caroline Family Health Team had decided to discharge me for no particular reason, at the time I need a doctor most in my life. The lack of compassion and care at this clinic is unreal.

A very disappointing and, quite frankly, shameful family practice in terms of office policies and patient treatment. Problems that really shouldn't be impacting patient health care delivery ends up punishing patients and leaving them with inadequate care. Truly embarrassing.

Been a patient for over ten years and then “randomly” chosen to be kicked out of practice due to having taken on too many patients. No loyalty. The ceo only cared about money and applied a “that’s life” attitude. Struggling to find new doctor with serious health issues. Ironic that my whole family hit the lottery on a random selection. It’s a real struggle now.

I have been a patient at your practice for all of the 27 years that I have been alive. My sister has been a patient for all 30 years of her life. My parents have been patients for over 45 years. My grandmother was a patient for many years before her passing. I understand that the pandemic has been difficult on everyone and especially difficult on health care professionals. I can appreciate and respect that a doctor or nurse may need to take a step back and reduce their hours and patients for their own wellbeing. But the lack of support and respect we received from your staff after every member of my family was 'randomly selected' to be dropped as patients is appalling. Again, I understand that the past few years have been difficult. But perhaps your reception staff and shareholders should consider that it has been difficult on patients as well. To now, in the midst of a pandemic, find my entire family with no primary care physician is quite jarring. This impacts all of our lives and physical as well as mental well-being. The lack of empathy and information received from your group was surprising to say the least. My family has always had great experiences with Caroline Medical Group and had really come to depend on you. This is a very bitter and disappointing end to our time with your team. Thank you to the hard-working doctors and nurses that have helped us so much over the years. To the shareholders and business staff: empathy is a crucial part of health care and I urge you strive to do better.

I have been with Caroline Medical Group for over 10 years. My doctor, reception and the nursing staff are excellent. I trust I will be taken care of and there is a genuine want to help. I would recommend to anyone and am surprised at the 3 star rating at this current time.