62691017
305 #01-91 Woodlands Street 31 Singapore 730305
Review Replies
In the past we always reply to our Google reviews. However we stopped monitoring and replying after sometime because Google refused to remove some replies which we told them were outright lies and defamatory. There was also a maximum word limit imposed which we felt was not sufficient. We will try to reply here if we have the time.
Projection is a psychological defence mechanism that involves attributing one’s undesirable traits, feelings, or impulses to other people, often to avoid confronting them within themselves. By doing so, the individuals can distance themselves from what they find unacceptable within themselves. Projection helps to protect the ego from anxiety-provoking thoughts or feelings and absolve from personal responsibility. This process helps reduce internal conflict and preserve a more favorable self-image. Criticisms often stem from one’s own insecurities or unresolved issues. When someone points out your flaws, it is usually a reflection of their own unresolved insecurities, not your reality.
All healthcare workers are protected under the anti harassment act.
Zali Hisha wrote in Google:
28.6.25
I visited your clinic recently while unwell. Although the clinic was open when I arrived, the doctor came in later. I understand that perhaps patients were allowed to register first, and I was registered as patient number 2. However, I still had to wait about 30 to 45 mins before seeing the doctor.
During the consultation, the doctor asked if I needed a medical certificate (MC), and I said yes. After the consultation, I waited another 30 to 40 minutes before being called to receive my medications. I assumed I could make payment and settle everything at that point, but I was told I had to wait again — this time for the doctor to authorize the MC. That took an additional 20 minutes.
When I was finally called for payment, I asked the counter staff (a female staff member named Vicky or Micky) if I could use scan payment, as I saw the QR code at the counter. She responded quite sternly that I needed to wait if I wanted to use scan payment. When I asked why, she replied that it required the doctor’s authorization.
Unfortunately, I didn’t have enough cash on me. Nowadays, many of us rely on PayNow, card payment, or mobile payment. Imagine if I had insisted on paying by QR code, I would have had to wait again, and I wouldn’t know for how much longer. Most people go to the clinic because they’re unwell, and having to wait so long to settle everything makes the experience even more exhausting. So I had to find an ATM to withdraw cash, which added more inconvenience.
I would like to add that I’ve heard good feedback about the doctor’s treatment — many say the medication prescribed is effective and recovery is fast. However, the clinic’s service and waiting time need significant improvement.
Based on my experience, I would rate the service and waiting experience 3 out of 10, but the doctor’s prescription 9 out of 10. I sincerely hope the clinic can improve efficiency, communication, and payment options in the future. Thank you.
3.7.25 we replied in Google:
A patient arrived before the opening time. Our doctor usually arrives 5 to 10 mins after the opening time as our nurse needs time to prepare and register. Our doctor had diarrhoea that day. Patient was seen as the second patient. We did not jump his queue.
During dispensing he requested for a medical certificate. The medical certificate was already prepared, but was in the consultation room and the nurse had to retrieve it, but the doctor was attending to another patient. The next patient’s consultation was short but the following patient’s consultation was unusually long. Our doctor checks everything carefully.
The dispensing nurse was new. It was only her second day dispensing. We thank everyone for their patience.
After giving him the MC, he wanted to use paynow. He was told that doctor needs to verify that payment will go through. This is usually quick, but sometimes the doctor may be held up by long consultation of next patient. The patient refused to wait and left to withdraw money from the atm. We had instances when Paynow payments did not go through. A nurse, at another clinic, was in the news recently for cheating her clinic, by using her own QR code. Paynow does not generate any print out, unlike nets or payWave, for verification. Our clinic accepts cash, payWave, nets and paynow. The alternative would be spending less time with each patient and be less careful.
21.2.25, ly nx wrote:
If you’ve ever wanted unsolicited life advice alongside your flu consultation, boy, do I have the clinic for you! I went in for a sore throat and left with an existential crisis.
The doctor, clearly moonlighting as a marriage counselor, kicked things off by asking if I was single. Before I could even process why this was relevant to my flu symptoms, I was advised to get married quickly—because, you know, nothing cures a sore throat like holy matrimony. When asked if I had traveled recently, I answered no. “Ah,” the doctor said knowingly, “saving up for marriage.” Yes, doctor, you’ve cracked the case. My budgetary priorities are the real issue here, not the fact that I feel like I shit with my sore throat and flu.
Next up was the stethoscope check—now featuring an exclusive, unnecessary back-of-the-shirt maneuver that I have never encountered at any other clinic. the doctor pulled down the back of my shirt and reached inside, which felt intrusive, especially given the earlier remarks. I have visited other clinics, and doctors typically do not perform breathing checks in this manner.
Regarding medication. I told the counter staff I only needed a consultation and a medical certificate, but apparently, my fate had already been sealed. The counter staff informed me that medication had already been prepared and that I could not decline it. When I asked if I could opt out, I was told she would have to amend the invoice, and she didn't know how long that change was gonna take, just that the process would take "VERY VERY LONG." The way she said it, I half expected her to pull out an ancient scroll and a quill. This left me with no real choice but to pay for the medication I didn’t need.
To top it all off, the counter staff kept getting my name wrong—even though it was printed right in front of her. Bonus points would be that she also spoke in a volume that was difficult to hear.
And then there was payment. I paid via QR code and showed proof of my successful transfer, but nope, I still had to wait while staff personally and slowly checked with the doctor to confirm he received it. Because clearly, my phone screen is an unreliable witness. At that point of time, I just wanted to get out of that uncomfortable place.
After what felt like an eternity, I finally escaped with my MC and unwanted medicine in hand. The clinic was pretty empty when I arrived, and now I understand why. Would I recommend this place? Only if you enjoy weird uncomfortable small talk, forced purchases, and a crash course in outdated admin procedures. Otherwise, steer clear.
17.3.25
During dispensing, nurse waved for patient to come to the counter. Nurse did not call her by name.
Nurse/N: Are you allergic to any medications?
Patient /P: no
N: Can you check if every packet of medicine has your name? And the name is correct?
(Patient did not answer)
P: Er, must I take the medicine?
N: What do you mean by that?
P: What if I do not want the medicine?
N: You don’t want the medicine? So you just want the MC and the consultation?
P: Em
N: Er, then I need to take back the whole thing, and then redo the invoice, its going to take a while, and you have to wait very long
P: (point at various packets of medications) what is this for?............What about this……And then this……………..
(Nurse explained uses of various medications……………………………………..)
P: How long will that take?
N: I do not know but you need to wait very long
P: Next time I have to say…. (inaudible)…………. if I do not want any medicine?
N: I not so sure, I need to check with the doctor.
P: I will just take it.
Patient then proceeded with payment.
We always ask every patient to check that every packet has the correct patient’s name. This is to make sure that we do not accidentally give another patient’s medication.
It is false to say that the nurse “keep getting her name wrong- even though it was printed right in front of her.” The nurse never called her name and did not keep getting her name wrong. She only asked her to check whether every packet of medicine has her name on it , for safety reasons.
It is false to quote the nurse as saying, “the medication had already been prepared and that you cannot decline it.” The nurse never said these words and there was never any forced sale.
Our medications are sold at cost price. We have no incentive to force any sales.
When a patient deletes or add any medication, it can take a long time to amend the changes. It is not a simple affair as there are medical legal implications. The doctor has to record in the medical notes what happened, in case the medical condition deteriorates, and it is unethical for us to sell medical certificate.
The nurse will need to wait for the doctor to complete his current consultation with another patient, then the doctor will need to write into the medical records that patient refused medications, amend and reprint the invoice, payments, and prepare/recheck any deleted or added medications. This is extra work for us and the time varies and sometimes it is very long. We do not allow the nurse to interrupt a consultation that is in progress. We routinely warn patients it may take a long time, as default, because we have been harassed by patients for taking a long time. We always call the police whenever we feel harassed. The penalty for harassment of healthcare workers is more severe.
We routinely ask patients if they are married. All doctors are trained to take a complete social, marital, occupational, family, drug history regardless of their illness. A close doctor patient relationship is proven to improve patients’ outcome. Every patient has a different reason for encounter and is addressed by knowing a patient well through small talk, rapport, mood assessment, and sense of humour. We will then individualise the management pathway. For example, some patients are anxiously concerned about their illness, while others just want an MC. They require different approaches.
All doctors are trained in medical school on how to listen to the lungs properly and carefully. Our doctor has worked in this clinic for many years, no patient has voiced unhappiness about listening the back of their lungs, as there is no private organ there. We do not know what doctors do in other clinics. Are you saying that they listen to the lungs by putting the stethoscope over the shirt?
We accept Paynow. We are sorry that our staff is continuously learning, and we thank everyone for their patience.
We accept SGQR and we need to confirm that payment by checking the doctor’s phone. It is our right to take payment transactions seriously as we had had past experiences where payments didn’t go through, although they showed us their screen shot. We do not agree that being extra careful is considered outdated. We accept SGQR, Cash, Paynow and Nets. We do not accept credit card as we do not want to pass on more invisible transaction costs to our patients.
We have cancelled all our contracts to reduce our waiting time, which is cyclical. We are just a simple HDB shop trying our best to provide friendly, careful, experienced and affordable healthcare. Our doctor is semiretired, and he always wish the best for his patients,
Jiarou ong 10.2.2025 wrote:
Terrible experience at this clinic. Reached the clinic to take vaccine before 8.30pm. The reception asked me pay the bill and leave me waiting until 9.10pm, and then, she told me the clinic is closed, asked me come tmr instead??? I reached way earlier than the closing time, and keep me waiting and chase me after that. When I was arguing with the reception, the doctor freaking came out and shout at me say he want to go home! And close all the doors. First time see this kind of doctor , will not come here again, pls be mindful before you come .
Our reply:
A patient arrived at our clinic about 10 minutes before our closing time and asked if we have certain vaccination. The nurse told her that she needed to check as it was near closing time and if there is stock. As it is usually a quick procedure, we agreed. We estimated that we will be able to finish everything by 9pm. Then she asked if her brother can also come down to receive the vaccine too. The nurse told her she needs to check again. We agreed as we estimated it will be a quick affair, hence there was more delay. We then immediately proceeded to collect payment so that patient is aware of the price. She was short of $3 and we told her she can pay by nets or sgqr, but we do not know how to reverse charges if there is any problem. She approached her brother for more cash and then suddenly disappeared from the clinic before the nurse could communicate with her. After waiting for some time, the doctor asked the nurse what happened. The brother then told the nurse that she left the clinic to withdraw money. As it was already past the closing time and we do not know when she will be coming back, we asked the brother if they can come back tomorrow morning. We had several bad experiences when patients went to withdraw money and came back about one hour later. This was inconsiderate as it was past the closing time, we need to start work at 8am and we are not sure if we will be too tired by the time she returns. The brother did not reply to us. Since he continued sitting in the clinic and we cannot close, we might as well give the vaccination. She came back at 9.20pm and immediately the brother told her that we do not want to give her the injection. She then started harassing the nurse. The nurse only said 4 words, “because we close at 9pm”. The doctor was not aware what was going on at the counter and presumed the nurse was collecting money. As it was taking a long time again, the doctor came out and asked them to hurry up (with the payment) as we need to go home. The patient said that she had arrived before 9pm. The doctor told her that we stop work at 9pm. The doctor then proceeded to lower the shutter as it was already past the closing time. The patients then suddenly left the clinic. The doctor had already prepared the invoices, injections and certificates and were ready to give the injection, but was just waiting for payment to be completed.
Closing time is the time we stop work, and not the time we stop registration. Every person and organisation have boundaries. Our doctor is old and get tired easily after closing time. To prevent medical errors, he needs to work within his limits and ability. The more the delay, the more tired we get. It is unethical for us to continue working if we feel unwell or tired. If we make a medical error, we cannot defend ourselves by saying that we fear patient will be unhappy,and then bully us on social media.
In summary, it was past closing time, patient did not have enough money and suddenly disappeared from the clinic to get money. We were not consulted whether we can stay back or if we will be too tired by the time she return, and we had no idea when she will come back. We are sorry that things did not went smoothly because of delay in payment, and we are too tired to provide a good service after closing time.
on 15.2.25 she replied:
Update (To reply the clinic):
1. I didn’t reached 10 min before the clinic close. I reach earlier than that, and the nurse kept me waiting until 9.10pm then only told me can take the vaccine.
2. The doctor is not speaking the truth! The nurse told me to pay $41. And I paid in full cash, after 5min she told me the price is actually $45. Then she don’t allowed me to pay QR,nets,paynow. ONLY CASH! Not even offer me to use card or what. Don’t even make sense pls, if they allowed me to use QR or Nets, why would I even waste my effort to go out to find ATM to withdraw? Obviously, cause they don’t allow. lol
3. I did asked the nurse if she allow me to go and withdraw , then she said yes. She can wait! So that’s why I went to withdraw. Not suddenly disappear!
4. I came back to the clinic within 5mins , and then they starting chased us away! They never asked us to faster to make payment! The nurse told me, the doctor do not want to help us inject cus we did not prepared the money! And said they close at 9pm, so I start the argue with the nurse , telling her I reached here before closing time, and u kept me waiting and I did paid the money, but it was her telling the wrong amount initially, then the doctor Came out and shout he want to go home ! And ask us leave now! They didn’t said they want to help us to do the injection , but asked us GO!
5. After that my brother told me , when I was away to withdraw money, the doctor actually came out and shout that he want to close down already, and my brother just saying they wasting our time, then the doctor actually point at him and said “ U say Again!” . So freaking rude!
6. Furthermore, my father went in to this clinic for the same vaccination the week before and he was charged $39. While I was charged $45 instead of the agreed price of $41 initially. Why is there a price variation and no reason was even communicated to me for the price increase. I agreed to $41 as I understood that I came in 20 minutes before closing time, hence the extra cost. Is the doctor able to justify why he can’t decide on the price and is he just setting the price based on his mood that day?
Can tell from the reply, they actually trying to evade responsibility, covering up with lies. Lol
Please be abit more honest. I have witness. And I believe the clinic has cctv as well :) If I am not speaking the truth, please pull the footage and prove me wrong.
Our reply:
16.3.25
As we have been accused of lying, we will need to amend our initial reply as Google imposes a word limit.
At 8.48pm, about 10 minutes before closing time, a patient came to the counter and asked if we have stock for a certain vaccine. The nurse asked if she wanted it now, told her that she needed to ask the doctor first, and asked her to take a seat. She did not “arrived before 8.30pm’. This is false. This is confirmed by our nurse and CCTV.
As vaccination is usually a quick procedure we agreed. We estimated that we will be able to finish everything by 9pm. We have no reason to refuse registration as it is usually a short procedure. We had been harassed by patients for refusing registration before the closing time and had to call the police down. Then she asked if her brother can also come down to receive the vaccine. The nurse told her she need to check with the doctor again. This resulted in more delay. The nurse has to ask the doctor permission to register any patients near the closing time. We had declined 8 patients from registration that day, as we estimated that we could not finish seeing them by closing time.
The nurse promptly told her we need to collect payment first. Before this, she never asked for the cost of vaccine. It is false to say that that there was an “agreed price”. The nurse saw the amount written on the receipt wrongly and told her to pay $41and gave her a receipt for $45. We are sorry that the nurse saw the amount wrongly. CCTV showed the patient looking at the receipt. The patient did not point out to the nurse that she had paid less than what was already written on the receipt, which was already given to her. Shortly, the nurse asked for her receipt back and pointed out that she collected $4 less than what was already written on the receipt. We did not increase the price. Therefore, it is false to suggest that we increased the price after the “agreed price”.
We always collect payment before vaccination so that patient know the price and agree to the price. Patients can walk away if they feel our charges are unfair. The patient did not display any objection to the price. All clinics in Singapore bill CHAS for this vaccine at $70.00.
The nurse told her she can pay by nets or cash initially. Later the nurse asked her to pay by cash explaining that we do not know how to reverse charges if there is any problem later. For example, the doctor still needs to check for allergy, suitability, and timing of the vaccination. Our clinic accepts cash, nets or SGQR. However, when payment is made before procedure, we always inform patient that we do not know how to reverse charges if treatment does not go through. The patient can still pay by nets or sgqr if they willing to accept this risk. We are sorry that the nurse miscommunicated this policy to her. The patient searched her wallet for more money, then approached her brother and then suddenly disappeared from the clinic.
She wrote “I did ask the nurse if she allow me to go and withdraw, then she said yes. She can wait! So that’s why I went to withdraw. Not suddenly disappear!”. This is false. She did not ask to the nurse before leaving the clinic. This is confirmed by our nurse and CCTV. The CCTV showed her approaching her brother and then left the clinic suddenly.
If she had told us she did not have enough cash and going to the ATM, the nurse will always ask the doctor for permission, and the doctor would have advised her to pay by nets or sgqr. We do not allow patients to go to the ATM to withdraw money as we do not know how long they will take to come back, and the doctor may be tired by then. We had bad experiences when patients went to the ATM and came back about one hour later. It was past the closing time and the nurse need to start work at 8am. By the time she reaches home, it will be already 11pm. We can stay back for a short while, but not indefinitely.
The doctor was ready to give the injection then. After waiting for some time, he asked the nurse what happened. The nurse then asked the brother where the sister went. The brother then told the nurse that she had gone to the ATM to withdraw money. The nurse then informed the doctor that the patient went to the atm. As the doctor was beginning to feel tired then, and scared that he may make a mistake, he informed the nurse to ask the brother if they can come back tomorrow morning since they do not have enough money, and it was already long past the closing time. Vaccination is not an urgent matter. We were ready to give the vaccination, but she was not in the clinic.
After a while, the brother was still sitting in the clinic. The doctor was feeling tired then, came out and informed the brother that we close at 9pm and we did not know that they do not have enough money. He apologised and asked if he can come back at 8.30 am. The brother did not reply him but mumbled something. The doctor was already inside the consultation room and closing the door. He could not hear what he said behind the half closed door and was tired, so he asked him to “Say again.”. The doctor did not say “You Say Again!”, which has a different connotation and is false. This is gaslighting or creating a false reality by adding another word. This is confirmed by our CCTV, which also disclosed that he had said “Never check properly.”, and not what she wrote which is “You are wasting our time”. We do not know what he meant by that. We do have stock of the vaccine, and we had asked for payment immediately.
The brother continued sitting in the clinic, we cannot close, he did not agree to come back next morning, he did not repeat what he said and does not appear to want further discussion. So, the doctor was prepared to give the injection if she did not take too long to come back.
When she came back at 9.20pm, it is the brother, and not the nurse or the doctor, who told her that we do not want to give the injection. The patient became upset and started harassing and “arguing” with the nurse. The nurse was trying to explain that there was a delay in payment, and we cannot stay back too late after the closing time. She said that she already paid, and the nurse told her payment was incomplete. She said that the nurse told her a cheaper price. The nurse told her that the correct price was already written on the receipt that was already given to her.
The doctor was not aware what was going on at the counter and presumed the nurse was collecting money. The doctor was going to proceed with the vaccination, as he had already prepared the invoices, injections and certificates. As it was taking a long time again, the doctor came out with the intention to hurry up with the payment, as he was beginning to feel tired. He only said that he wanted to go home. He was only trying to tell them to hurry up with the payment as he wanted to go home. The doctor was surprised when she replied that she came before 9pm. The doctor then said we stop work and leave at 9pm. and it was already 9.20pm., and we were treating them “special”. At no time did the doctor tell her that he does not want to help them and does not want to give the injection, although he was mentally exhausted then. The doctor asked if she still wanted the injection, and if not, they could go. The doctor did not say “GO!”. This is gaslighting or creating a false reality by omitting certain words. The doctor then proceeded to lower the front gate shutter in case more patients walk in. We did not “close all doors” which she wrote. This is a false and wriiten to create a false reality. She did not reply to him as to whether she still wanted the injection, and left the clinic. Everything was already prepared, and we were ready to give the injection.
Everything would have gone well if the patient had paid promptly and did not disappear from the clinic. By the time the patient came back at 9.20pm, our doctor was mentally exhausted. We are sorry that our doctor is old and gets tired easily after the closing time. The doctor might have given the wrong injection.
We do not lie, engage in psychological projection or cyberbully because we are not anonymous. We are ready to provide evidence and witness to the police if the harassment continues, directly or indirectly. We are protected by the Anti-Harassment Act and Defamation Laws.
11.2.25 wrote:
bad experience ！As a doctor, he actually jumped like a child and threw a tantrum while telling his patient that he want going home.
pls dont come this clinic again
bad attitude！nurse also bad attitude ！
I seriously suspect that this doctor has mental health issues.
Our reply:
Hope everything is fine in your life.
The doctor did not jump up and down, and did not throw any tantrum.
Projection is a psychological defence mechanism that involves attributing one’s undesirable traits, feelings, or impulses to other people, often to avoid confronting them within themselves. By doing so, the individuals can distance themselves from what they find unacceptable within themselves. Projection helps to protect the ego from anxiety-provoking thoughts or feelings and absolve from personal responsibility. This process helps reduce internal conflict and preserve a more favorable self-image. Criticisms often stem from one’s own insecurities or unresolved issues. When someone points out your flaws, it is usually a reflection of their own unresolved insecurities, not your reality.
All healthcare workers are protected under the anti harassment act.
A patient arrived at our clinic about 10 minutes before our closing time and asked if we have certain vaccination. The nurse told her that she needed to check as it was near closing time and if there is stock. As it is usually a quick procedure, we agreed. We estimated that we will be able to finish everything by 9pm. Then she asked if her brother can also come down to receive the vaccine too. The nurse told her she needs to check again. We agreed as we estimated it will be a quick affair, hence there was more delay. We then immediately proceeded to collect payment so that patient is aware of the price. She was short of $3 and we told her she can pay by nets or sgqr, but we do not know how to reverse charges if there is any problem. She approached her brother for more cash and then suddenly disappeared from the clinic before the nurse could communicate with her. After waiting for some time, the doctor asked the nurse what happened. The brother then told the nurse that she left the clinic to withdraw money. As it was already past the closing time and we do not know when she will be coming back, we asked the brother if they can come back tomorrow morning. We had several bad experiences when patients went to withdraw money and came back about one hour later. This was inconsiderate as it was past the closing time, we need to start work at 8am and we are not sure if we will be too tired by the time she returns. The brother did not reply to us. Since he continued sitting in the clinic and we cannot close, we might as well give the vaccination. She came back at 9.20pm and immediately the brother told her that we do not want to give her the injection. She then started harassing the nurse. The nurse only said 4 words, “because we close at 9pm”. The doctor was not aware what was going on at the counter and presumed the nurse was collecting money. As it was taking a long time again, the doctor came out and asked them to hurry up (with the payment) as we need to go home. The patient said that she had arrived before 9pm. The doctor told her that we stop work at 9pm. The doctor then proceeded to lower the shutter as it was already past the closing time. The patients then suddenly left the clinic. The doctor had already prepared the invoices, injections and certificates and were ready to give the injection, but was just waiting for payment to be completed.
Closing time is the time we stop work, and not the time we stop registration. Every person and organisation have boundaries. Our doctor is old and get tired easily after closing time. To prevent medical errors, he needs to work within his limits and ability. The more the delay, the more tired we get. It is unethical for us to continue working if we feel unwell or tired. If we make a medical error, we cannot defend ourselves by saying that we fear patient will be unhappy,and then bully us on social media.
In summary, it was past closing time, patient did not have enough money and suddenly disappeared from the clinic to get money. We were not consulted whether we can stay back or if we will be too tired by the time she return, and we had no idea when she will come back. We are sorry that things did not went smoothly because of delay in payment, and we are too tired to provide a good service after closing time.
On 29.10.2024, Yat hing chu wrote:
“A doctor without understanding and compassion.’
Our reply:
A patient attended our clinic in March 2024 to replenish his medications. He refused to do any blood test which is required to manage his condition. We also need to submit his blood results once a year to the government as they are paying for the medications and blood tests and need to know that his condition is properly managed. Out of understanding and compassion we gave him his medications without doing the blood test. We advised him to see us fasted in his next visit to do the yearly blood test. He attended our clinic in July 2024 to replenish his medications and again refused to do the blood test. Out of understanding and compassion we gave him his medications without doing any blood test.
He attended our clinic in early Oct 2024 to replenish his medications. Again, he refused to do the blood test. He said that he will come again in 2 weeks’ time after his holiday to do the blood test and replenish his medications. He came to our clinic in a late October 2024 morning to replenish his medications and again refused to do the blood test. He said that he was not fasted. We told him to come back later in the afternoon. He said that he had to take care of his grandchild. He then said that his medication is running out and if he did not take his medication and he suffered a side effect, it will be our responsibility. He had a choice to see us earlier and cooperate with us. We told him that we can give him medications for a few days to tide over the period until he come back for the blood test. We told him it is better that he does both things on the same visit as otherwise we will have to make two claims as it involves more work for us. He need not pay any cash for both visits. He said that he will come back in the evening at 6.30 pm to take the medication and do the blood test. He did not turn up at the clinic at 6.30pm. We never did any blood test for him before, and he did not need to pay any cash. We had showed understanding and compassion by giving him the medications without doing any blood test twice. In order to manage his condition properly and ethically we need to monitor his blood.
Hafizah Hanafi wrote in April 2024,
After waiting for over an hour, I was instructed to return later because my kids were making noise. I can see why the doctor needs some quiet time to focus, but he also needs to know how a toddler can stay still and remain quiet for longer than five minutes. I advise the doctor to remodel his clinic so that the walls are soundproof. Dr. and patient will both benefit from this.
Our reply on 22.2.2024:
Safety of every patient is our number one priority. We are not allowed to make a single mistake which may have serious consequences for the patient and the clinic. Our doctor is getting old , has many years of experience and needs quiet to be at the peak of his performance.He is semi retired and makes no sense to renovate the clinic in a major way as you suggested. It is impossible to meet the needs of 100 percent of our patients. Most of our patients are retired and not financially well off. Our boundary only seek the cooperation of patients to keep their volume down to a level where they cannot be heard through a closed door.
We asked your 7 year old child to come back one hour later, as there was a long waiting queue before your turn, as in a similar situation 2 months ago. We thought it would be a better use of your time instead of sitting inside the clinic.
On 9.5.2024 1am, Angelina Low wrote on :
AVOID!!! READ ALL THE OTHER REVIEWS. Worst doctor ever, try at your own RISK! Dr Mark Low anyhow prescribed my elderly mother antibiotics for her giddiness. When I went to confront him, he said there can be a few causes to giddiness such as ear infection or urinary tract infection. I asked if my mom was having either he said he’s not sure. So his general prescription is to give antibiotics for giddiness?!! WHAT THE HELL. Especially when my mom just completed a two week antibiotics just last month!! I even questioned the doctor, is it take antibiotics like health supplements?! Evil and annoying doctor I don’t know how he even got his license! Gonna lodge a formal complaint against him, just you wait.
Reply
Our reply on 12.5.24:
A lady came into the clinic and loudly asked about 3 issues regarding her mother who attended our clinic earlier that day. The first two issues were false information given to her by her 68 year old mother. The lady said that ‘it is normal’, as that her mother is “always telling lies.”
As we could not confirm that she is the daughter of the patient, because she was not present when the patient attended our clinic in the afternoon, our doctor tried to be as vague as possible when giving her confidential medical information. The patient had other relevant symptoms, signs and past history and which we did not reveal.
The lady said that last month the patient had already taken antibiotics at another clinic. She said that it is wrong to give her mother antibiotics again after so short a period. The doctor then asked her if she felt that we did something wrong by giving her mother antibiotics. She replied that it is not our fault as we would not have known that patient was given antibiotics previously. The doctor comfirmed that he was not aware that her mother took antibiotics recently, as it was given by another clinic.
The conversation then went as follow:
Doctor: “Your mother has symptom B.” (Symptom B is a very vague symptom which can be present in many illnesses.) The causes of Symptom B are Diagnosis C………… (The doctor was going to continue with a list of causes)
Lady: (interrupted in a fierce and loud manner) “Did you check for Diagnosis C!”
(The doctor was taken aback and did not reply her. He then continued with the list).
Doctor: “It can also be due to Diagnosis D.”
Lady: (interrupted again) “Did you check for Diagnosis D!”
(The doctor did not reply to her and did not say anything. He was merely giving a list).
(The lady asked if she could tape further conversation by audio into her handphone. The doctor replied no. She then said OKAY, then she will document into her handphone. )
She said that she had written into her handphone as follows:
" Symptom B will give antibiotics".
“Symptom B, may be Diagnosis C, and it can be Diagnosis D, but you did not check for Diagnosis C and did not check for Diagnosis D, and you gave antibiotics.”
When she had asked, “Did you check for diagnosis C?” and “Did you check for diagnosis D?” the doctor had not said anything. Therefore, the doctor did not say that he did or did not check for Diagnosis C or Diagnosis D. He was merely giving her a list of differential diagnosis, when she interrupted him twice. She was putting words into the doctor’s mouth when she wrote “did not check for C and did not check for D”. The doctor kept quiet due to confidentiality, it was difficult to explain as she kept interrupting and he felt she was bullying him because she believed he did something wrong, when he did not.
She was also assumed that we gave antibiotics for Diagnosis C or Diagnosis D. We never gave her the patient’s diagnosis, but only a nonspecific symptom, partly due to confidential reason. We did not say we gave antibiotics for Diagnosis C or Diagnosis D. It was her own words again.
The doctor told her that he wished to stop as he felt threatened, and she was shouting. She said that she already apologized earlier to the nurse, at the counter, for shouting. She told us that she has an anger management issue and already seeking professional help.
We DID examine the patient for the condition for which she was given medication for, but it is confidential.
On 16.5.2024 Angelina Low wrote:
Update: Shocked to know a doctor can tell such blatant lies. What anger mgmt what professional help. What rubbish. Since when did I shout or apologize. The clinic was quiet all I did was enter and said hello? Like hello, anyone there? Then the nurse at counter jumped. So I politely said sorry did i scare you? Shakes head. This doctor really CMI and unethical. Please see all other reviews - cannot be so many people wrong only you correct. Kindly reflect. WORST CLINIC in SG. SMC should investigate I will get them to investigate this doctor for the sake of the elderly living in Marsiling.
12.5.24:
A lady came into the clinic and loudly asked about 3 issues regarding her mother who attended our clinic earlier that day. The first two issues were false information given to her by her 68 year old mother. The lady said that ‘it is normal’, as that her mother is “always telling lies.”
As we could not confirm that she is the daughter of the patient, because she was not present when the patient attended our clinic in the afternoon, our doctor tried to be as vague as possible when giving her confidential medical information. The patient had other relevant symptoms, signs and past history and which we did not reveal.
The lady said that last month the patient had already taken antibiotics at another clinic. She said that it is wrong to give her mother antibiotics again after so short a period. The doctor then asked her if she felt that we did something wrong by giving her mother antibiotics. She replied that it is not our fault as we would not have known that patient was given antibiotics previously. The doctor comfirmed that he was not aware that her mother took antibiotics recently, as it was given by another clinic.
The conversation then went as follow:
Doctor: “Your mother has symptom B.” (Symptom B is a very vague symptom which can be present in many illnesses.) The causes of Symptom B are Diagnosis C………… (The doctor was going to continue with a list of causes)
Lady: (interrupted in a fierce and loud manner) “Did you check for Diagnosis C!”
(The doctor was taken aback and did not reply her. He then continued with the list).
Doctor: “It can also be due to Diagnosis D.”
Lady: (interrupted again) “Did you check for Diagnosis D!”
(The doctor did not reply to her and did not say anything. He was merely giving a list).
(The lady asked if she could tape further conversation by audio into her handphone. The doctor replied no. She then said OKAY, then she will document into her handphone. )
She said that she had written into her handphone as follows:
" Symptom B will give antibiotics".
“Symptom B, may be Diagnosis C, and it can be Diagnosis D, but you did not check for Diagnosis C and did not check for Diagnosis D, and you gave antibiotics.”
When she had asked, “Did you check for diagnosis C?” and “Did you check for diagnosis D?” the doctor had not said anything. Therefore, the doctor did not say that he did or did not check for Diagnosis C or Diagnosis D. He was merely giving her a list of differential diagnosis, when she interrupted him twice. She was putting words into the doctor’s mouth when she wrote “did not check for C and did not check for D”. The doctor kept quiet due to confidentiality, it was difficult to explain as she kept interrupting and he felt she was bullying him because she believed he did something wrong, when he did not.
She was also assumed that we gave antibiotics for Diagnosis C or Diagnosis D. We never gave her the patient’s diagnosis, but only a nonspecific symptom, partly due to confidential reason. We did not say we gave antibiotics for Diagnosis C or Diagnosis D. It was her own words again.
The doctor told her that he wished to stop as he felt threatened, and she was shouting. She said that she already apologized earlier to the nurse, at the counter, for shouting. She told us that she has an anger management issue and already seeking professional help.
We DID examine the patient for the condition for which she was given medication for, but it is confidential.
22.5.2024
We apologize if there was any misunderstanding. We were trying to convey that we felt anger directed at us in a polite and brief manner. We now need to expland further.
-
At the waiting room, the lady was speaking loudly into her handphone:
Lady: "………….Uncle, can you come and fetch me as I am very angry now. I don't think I can drive. Just now I nearly crashed........"
" .......I am here to verify my mother's diagnosis ………..and if mother is lying, I am not going to take care of her anymore......"
It seems that she was in an angry mood and it was based on false information.
2. Inside the consultation room, the doctor told the lady her that her anger was affecting us. He told her that he could hear her shouting at the nurse outside through the closed door of the consultation room. She said that she was aware that she was in an angry mood. She said that she was feeling stressed that day running here and there, she is travelling the next day, and she still has not even taken her breakfast.
Doctor: ‘So you are very stressed.’
Lady: ‘Yes, a bit stressed with this type of mother.”
Doctor: ‘Are you angry with us?’
Lady: ‘No’
(She said that she is already seeing a counsellor to anger management already.)
Doctor: ‘So you went to see psychologist?’
Lady: ‘No, it is a counsellor. It is normal to be angry and everybody gets angry now and then. Nowadays is it normal to see a counsellor for anger."
She told us she has anger management issues and seeing a counsellor.
3. Later:
Doctor:” I do not want to continue with this conversation. You are shouting and you are threatening me.”
Lady: “No I am not.”
Doctor: “You are shouting at me now and you shouted at us when you just came in.’
Lady: ‘It is the place is too quiet that causes the volume to be very loud. I did apologise to the lady in front for shocking her.”
As the meaning of "shocking' is ambiguous, we interpreted that she apologized for ‘shocking’ the clinic assistant with her loud volume and anger. We are grateful for her clarification.
5. The patient has since attended our clinic again for another condition. She said that during her previous visit she had recovered completely the next day. She was happy with our treatment that day.
6. We do not project lies as we are not hiding behind a cloak of anonymity, and the clinic assistant is a witness.
On 29.1.2024 Munah Shaik wrote:
Horrible experience! I arrived almost at 9am and only got to see him at 11.09am! He asked me without looking at me what was wrong. Told him my eye is swollen. Without looking at my eye he went on to ask other questions like “are you stressed? Do you always get angry? Do you cry a lot? Are you going to get a divorce?” I’m like??! How is this relevant?! Only after did he shine a light in my eye to check my eye but only for a brief moment cos he wasn’t gentle with my eye and it hurt. He didn’t try to check again and prescribed my meds. I would have just left the clinic but after waiting for 2 hours, I just needed to get the meds and leave! Never again will I come back here for a consult!
Our reply:
We thank the patient for taking her precious time in logging in and writing the review. Such reviews help us identify our weaknesses and improve our service.
From our clinical records, the patient was registered at 9.47 am and was seen by the doctor at 11.10am. The clinic was crowded as it was a Monday morning. The patient waited for about one hour.
The patient attended our clinic for some eye problem and the doctor had to type in the history into the computer system. All doctors are trained to get a full history first, before going on to a physical examination. Therefore we do not examine the eye until a full history is taken. The patient was already seen by another clinic and given some eye medication, which did not help. The patient was advised to go to the A and E if it was associated with another symptom.
The doctor examined the eye for 1 second only and the patient complained of tenderness. The doctor said that he will stop examining immediately, as patient appeared easily irritable. We try to cause as little pain for the patient as possible. He asked if the patient was under some stress lately. He asked if patient has been moody, bad tempered or forgetful lately. He asked if there were stress events like divorce. This was asked in a soft, gentle and calm manner in case it hits any raw nerve. We need to make an accurate diagnosis. It turns out that the patient also had another medical condition and was given medical advice for that.
Mental symptoms like irritability, confusion, disturbed thought patterns and forgetfulness are routine questions as they are associated with medical conditions that patients may not have insight or aware of.
The patient was given medications for the eye.
The patient was also given medication for another condition unrelated to the eye. It was requested by the patient.
We practise a higher form of primary care by to treating all of our patients holistically and not only with their presenting complaint. We also do opportunistic screening and help pick up medical conditions that patients may not even be aware of. We are very careful with our work and spend try to spend as much time as possible on each patient and in doing so , try to make as little error as possible.
Although the patient came to see us for management of her eye, our doctor was able to pick up accurately another medical condition that the patient did not mention, and was given medication for it. We hope this medication is a starting point to make her quality of life better, other than just treating the eye. We apologise for the discomfort caused.
Tycen Teo wrote in 29.9.23
Highly recommend you to see the review before making a visit for consultation. It is my very first time bringing my worker here. I arrived at 11.40pm, and were rejected registration and told to come back at 2:00pm later? Like that might as well, I bring my worker to the polyclinic instead? Counter staff's voice so soft that I have to ask twice what she is talking about. We are not in a library, mind you.
Our reply:
We thank the patient for taking her precious time in logging in and writing the review. Such reviews help us identify our weaknesses and improve our service.
Our closing time is the time we stop work and not the time we stop registration. Our clinic stops work at 12 noon. At that time there were still patient in the queue. We may not be able to continue working after the closing time if the doctor is tired or has prior meeting arranged.We apologise for the inconvenience.
LLllNG WROTE:
DO NOT visit this clinic unless you're very free. The doctor has zero respect for people's time. I was waiting for close to 2 hours. Then wait another 20 min just to pay. The counter staff very free also so I think the doctor is just dilly dally with his prescription.. I notice there is a 20 min gap between consultation. Don't know what the doctor is doing.
Our reply:
During the Covid pandemic, there were additional requirements that takes up a lot of time behind the scene. Patients with upper respiratory tract symptoms had to be seen in a separate room to prevent cross infection with other patients. This isolation room had to be sterilised between patients and the doctor had to changed his full PPE every time he changed room. He had to change his gown, N95 mask ,gloves and cap which takes time. On top of that, he has to notify, by typing into the internet, to MOH the particulars and details of the patient. The patient had to be swabbed and the particulars and results typed into the laboratory request site and MOH’s website. If the patient is given special Covid medications, the doctor has to log into the patient’s NEHR record into the internet to check for drug interactions as well as update MOH that the patient was given this expensive medications. All these are on top of the patient’s usual history taking, physical examination and dispensing of medications. One patient can easily take up 20 minutes and we can only see about 3 patients per hour. There was a time when MOH advised citizens not to attend GP clinic even if they were Covid positive because we were overwhelmed by the additional work involved. We thank the patient for taking her precious time in logging in and writing the review. Such reviews help us identify our weaknesses and improve our service.We hope everyone can understand that we were overwhelmed.
June 2023 ,Mikki Sim wrote:
similar to all other experiences that the others encountered, this is indeed the worst private clinic I have ever been to. doctor trying so hard to be “funny” does not help with the efficiency nor consultation. the clinic had only 3 people but the waiting time was over an hour. ridiculous and I will never come back again.
We replied in March 2024,
During the Covid pandemic, there were additional requirements that takes up a lot of time behind the scene. Patients with upper respiratory tract symptoms had to be seen in a separate room to prevent cross infection with other patients. This isolation room had to be sterilised between patients and the doctor had to changed his full PPE every time he changed room. He had to change his gown, N95 mask ,gloves and cap which takes time. On top of that, he has to notify, by typing into the internet, to MOH the particulars and details of the patient. The patient had to be swabbed and the particulars and results typed into the laboratory request site and MOH’s website. If the patient is given special Covid medications, the doctor has to log into the patient’s NEHR record into the internet to check for drug interactions as well as update MOH that the patient was given this expensive medications. All these are on top of the patient’s usual history taking, physical examination and dispensing of medications. One patient can easily take up 20 minutes and we can only see about 3 patients per hour. There was a time when MOH advised citizens not to attend GP clinic even if they were Covid positive because we were overwhelmed by the additional work involved. We thank the patient for taking her precious time in logging in and writing the review. Such reviews help us identify our weaknesses and improve our service.We hope everyone can understand that we were overwhelmed.
Mikki Sim Replied in 3. March 2024,:
the reply simply did not make sense. firstly, 8 months ago was way past the active COVID period already and I was NOT COVID positive so the swab did not apply to me. secondly, my main point is the doctor was trying to be “funny” by making stupid jokes instead of trying to see the patients faster. full of nonsense.
On 17.3.2024 we replied,
We are sorry that you did not like our response. We thought that you were unhappy that your waiting time was over an hour for 3 patients, as you stated.
You came on 17.6.23 to collect your lab result. In June 2023, we still had to follow Covid procedures as there were still active Covid cases, and we need to protect our elderly, pregnant and young children.
We informed you that we cannot just give you the results over the counter as we had to discuss some issues about the result with you. According to our system we registered you at 9.15am and you were seen at 9.59am. During registration, you asked us how many patients before your turn and we informed you.
At that time, two patients were seen together at the same consultation : they were mother and child, so it took longer than usual. They asked a lot of questions and we cannot stop them.
The following patient did not take up much time.
After that we had to settle the first patient of the morning, as he was seeing us for chronic illnesses, and we had to prepare his blood and urine tests to send to the laboratory, which will arrive any moment.
When it was your turn, my nurse wrongly called another patient because there was an error in the computer queue due to earlier data entry. You angrily pointed it out. We already allowed you to enter the consultation room before him, so you were not skipped any turn.
You appeared unhappy as you entered the room.
We usually try our best to be friendly to all our patients by engaging in small talk and humour with our patients so as to develop a strong rapport. Studies and textbooks has shown that a good doctor patient relationship improves patient outcomes, compliance and follow ups. Your husband, who has been seeing us since he was a baby, was also in the room, and it was like a pleasant meeting up of old friends. We did not charge you for the visit. Most of our patients appreciate our friendliness and patience. We are sorry that you view it from a different perspective and we wish you a happy marriage with your husband.