With all the negative reviews, I feel either that ...

With all the negative reviews, I feel either that those who have positive experiences don't write about them or I don't know because the most recent experience I've had (and mind you, I've been here 4 other times in the past year) was as good as it could get. This hospital and its staff deserve a lot more credit than they get and I encourage everyone to see it for themselves - NOT meant to belittle any negative experiences from people before me in any way but I feel they're indeed taking the feedback seriously - versus say Toronto East General - who never replies to their google reviews (and if you look through the reviews, Mac actually responds). Anyways, here's a brief overview of my most recent experience + the pros/cons.
My 72 y.o. grandmother has a very high blood pressure, meds didn't seem to work. We got to the ER friday night around 9 pm - it was quite busy. Took about 35 mins for the triage, another 30 mins for registration (after which they did a blood + urine tests and an ECG right away); got called in about 30 mins after that (nurse once again measured b.p. - her name was Kelly and she was super nice and attentive) and another hour in the room before officially seen by doc. So yes the wait times are long - the ER was packed - so yes annoying but understandable. Finally, the doc (Dr. Fu) came in and was worried she might have had a mini stroke - by that time her bp dropped a little (maybe the meds began to work) but he wanted to get a full pic so right then and there we went for a brain CT - took about 10 mins. Then we had to go back for the results and to see the doc again. Another nurse took another blood sample and an ECG. Waited another 1.5 hours until the CT results which turned out to be normal. Dr. discharged us but told us to come back in 2 days for a carotid doppler and also gave a referral to a stroke prevention clinic. We felt so taken care of that my grandma felt like she was on cloud nine. Dr. said essentially her blood pressure meds need to be changed and advised what the changes should be. p.s. Doppler was normal.
Now the breakdown - wait times were long, yes - we got there at 8.30 pm and left around 3.30 am. Nurses were great and attentive. Dr. seemed a little stressed out and wasn't jumping around smiling if that's what people care about (I've personally been exposed to the healthcare field and don't understand what people expect from a Dr. who's working the nighttime ER shift in terms of smiling - I care about the MEDICAL help).
Lots of pros - we didn't feel pushed out - they cared enough to get to the bottom of this sudden blood pressure esp considering she has a plethora of health issues - type 1 diabetes, 1 kidney and hypertension to name a few. Not to mention that we felt monitored - the blood was taken more than once, same w ECG.
I've also visited a few times - separate from this - for different issues and the service was fast and thorough (although one time I waited 4 hours).
All in all, I hope everyone has only the best experience although I understand from what I've read, sometimes things aren't the best. I really feel they're taking in the feedback and are working on it.