Niagara Falls Community Health Centre - NFCHC

Got told I had 3 emergency visits with the counselor I was seeing because my time with her ended. Called to use one of those emergency visits only to be told by the receptionist that I have to watch the intro video and be on a wait list to see her. Don't get me wrong, the doctors and counselors are incredible, but that is making it so much harder than needed.

My family had a deeply upsetting experience at this office. During an appointment, the doctor made assumptions about my loved one based on his disability (autism and mental health) despite not seeing him regularly. She misgendered him multiple times and dismissed his legal name, saying it “wasn’t his actual name,” even though it has been legally changed. Without cause, she began recording him, opened the door, and stood in his personal space. When he stood up in response, she labeled him as “aggressive.” He was not being rude or threatening, and his mother was present the entire time and witnessed everything. The situation was escalated by the doctor herself, yet my loved one was the one made to feel unsafe and blamed. A report was filed because the experience had a significant emotional impact on him. After waiting for a response and being told an investigation was underway, he later met with a caseworker—only to be told nothing about the doctor’s conduct and instead be warned that he would be “let go” if anything like this happened again. For an office that serves vulnerable, low-income patients, this was especially disheartening. Trans and disabled patients deserve dignity, understanding, and trauma-informed care. Being labeled and punished for a situation created by a professional in a position of power is harmful. I hope this office reflects on how vulnerable patients are treated and ensures that accountability applies to staff as well as patients.

I understand the receptionists are busy. But there’s a particular one who’s always so impatient and interrupts me when I haven’t finished my words. It seems that she always tries to end my call within seconds. Last time something must have gone wrong, so I didn’t receive my follow-up appointment through phone calls, and no one even bother to leave me a voice message to explain what happened and tell me to reschedule. Anyways, I thought the very basic and fundamental skill of a receptionist is to listen and not cut in while people are talking, guess I was wrong on this one.

I have been a patient at Niagara Falls Community Health Center since April 2022. My family physician is DR. Justin Ramanauskas, it is my perception that he's an overall amazing doctor, he listens to his patients, shows understanding, compassion is honest as well as real with his patients . Dr. Justin has put in emergency spots for some of my children when needed as needed. He takes his time and pays attention to detail to put forward the best level of care on more than one occasion for not only myself but my children as well. Dr. Justin has even suggested things to help myself and my kids. Dr. Justin has given helpful insight and referrals to places to help with all of our needs. He has gone out of his way to provide letters as needed in regard to different things, I have asked for which I have not gotten from other doctors. I feel heard which is extremely important. Dr. Justin goes out of his way to do everything he can for his patients. He is kind and friendly and offers a very welcoming environment. Dr. Justin has always seen me with in reasonable time frames and I've never had to wait long either.

Ive been going to NFCHC since they opened on Queen St. There were many problems then. I started to look for another doctor, with no luck til I got a letter stating NFCHC has a permanent family doctor and they wanted me back. Best doctor i could have ever hoped for. Caring, compassionate, honest, respectful and im so happy to say thanks. Dr. Ramanaukas (Dr. J). for all you do. One huge complaint is the receptionist (1 in particular) who has the worst habit of saying...'I understand' well NO you don't. I cant count the times in one phone call you've said that to me, interrupting me to the point I had to physically go to the office to get something done because you never did it. You need listening skills and phone skills. Ive heard you talk to people rudely at times. "I UNDERSTAND" You need to learn how to care about your job. And your job is dealing with patients everyday about many different issues. So if you cant listen to what they are saying then "I UNDERSTAND" there are many jobs out there that you would not have to deal with the public. I still give 5 stars because 1 bad apple shouldn't ruin the whole basket. NFCHC has alot to offer, its not just a doctors office.