Westshore Urgent and Primary Care Centre

Doctors and nurses have always been amazing but the receptionists here are exceptionally rude. Despite living in Langford, this walk-in clinic is always my last resort because the receptionist has genuinely ruined my week almost every time I’ve called. They love passing judgement for stuff they have not a clue about. I would write some quite unsavoury things here if I could. I was in a motorcycle accident a year and a half ago where I broke 26 bones and paralyzed my arm, and now deal with severe chronic pain. I don’t have a family doctor to manage my prescriptions and such, so things are always messy there. However, every time I have called this clinic for help, I am left feeling helpless, judged, and patronized. I will also mention that I always follow the rules, call at 8am and wait in that long queue. Just to receive judgement I didn’t ask for and no help. I really have a very strong dislike for the lady behind the desk lol. But in all seriousness, I don’t know how she is still employed. She should really get a different job, she obviously hates this one. If you are dealing with a lot medically and feeling fragile, I would advise you call a different clinic. Be mentally ready to deal with that lady if you call this one.

I received incredibly compassionate care from Dr. Brown, Dr. Wiley, and receptionist Theresa at Westshore Urgent Care. After years of being dismissed by doctors, this was the most cared for I have ever felt. They truly listened, advocated for me, and sent me for the appropriate tests and referrals. I’m so grateful to finally be on the path to getting answers. Thank you for your kindness and care. A small reminder to be patient and kind — our healthcare system is stretched, and everyone here is doing their best.

Called at 8am on the dot three days in a row wanting to be seen for a badly sprained ankle. They couldn't get me in at all (mind you they are open 7 days a week, from 8am-8pm). Was put on waitlist and told they would call back. Not once did I get a call back. When you ask if you can book for the next day, they say no same day only. Well how the hell am I suppose to get a same day appointment if I call at 8am and can't be seen?? I know healthcare in Canada is atrocious, but this situation does not make sense to me. The woman on the phone was very short and could care less that I've been waiting three days to be seen. I ended up getting an appointment at another clinic same day. Don't even try booking with them, best to look elsewhere.

My kid has a quite large second degree burn on his chest which is worsening by the minute. The Westshore walk-in clinic is the closest opened clinic within 1 hour radius from our home. We went there at 6am to stand in line, like we did in the past, only to find out that even if we are physically there, they can't put his name on the list. They changed their system and we have to phone them. So after waiting for nothing for 2 hours, we went to the car and phoned them. Once they answered us, they told us the clinic was full for the day to try again tomorrow. My son needs to be seen. So we did a trip to the emergency room where the waiting time is estimated to be 8 hours. 5 hours later (7hours wait if we count the hours in line at the clinic), the clinic call to give us an appointment at 2pm (it is around 1pm by then). So we canceled our name in the queue at the emergency to go at the clinic. Once done, the clinic call back to CANCEL THE APPOINTMENT they just gave us. Now we have to go back to triage, and start over at the emergency room. Put our name right at the bottom of the queue again. THIS IS UNACCEPTABLE. This is beyond OUTRAGEOUS. How can you do that... especially to a CHILD. Now we are expecting my son to be waiting for over 16-18 hours, WITHOUT FOOD because you can't leave in case they magically call your name during that time.

So obviously our healthcare system is truly broken but noting that no healthcare provider can work outside of that system, I’ve had two good experiences at this location. I have medical PTSD so I’m always waiting to be dismissed, talked over or spoken down to in some way. However, the nurses and doctors have been kind and thorough with me. It sure beats waiting 11 hours at an ER. A special shout out to Emily and Ariel today who treated me like a human (and more importantly laughed at my jokes). Perhaps my bar is too low but I mostly feel like I’m falling through the cracks (perhaps even cracking up in the process) so a little kindness goes a long way for me. Do I want a GP after waiting 1.5 years, you betcha but am I glad this option exists until then? Sure am.