The Hills Clinic Hornsby

Have been a patient for like two years, am now unable to ever get an appointment bc I can’t get them on the phone to book. It’s beyond unprofessional. I had to call Kelly ville clinic to even be able to speak to Hornsby clinic.

All the team at hornsby have been very helpful. Including when I have anxiety/panic attacks

Dr Lim is great but the receptionist, Neeharika, at the Hornsby clinic is near-impossible to communicate with. Two months of back and forth and she still couldn't do the basics of sending out a script. Even the compounding pharmacy she was communicating with commented to me on the lack of timeliness and professionalism. On top of all of this, she is rude and arrogant over the phone. An awful experience.

EDIT: As others have mentioned, she also almost never answers the phone! Maybe 20% of the time she'll actually pick up.

A friend of mine is seeing them and he says they are good - so I'll update my review when I finally get a chance to see them.

Edit: Once I had the referral with correct details, 6min phone call to book in - just like any normal medical referral appointment.
VERY Professional - who do you want to see/ initial fee $x, get back $y from medicare, Need to confirm SMS a week before, etc.

Original: The process to even book an appointment has been so ridiculously complicated. 1st referral from the GP had the name of Terry Lim (whatever the main guys name is), but he isn't seeing patients anymore but need a different referral. I called perhaps 6 times - finally got a call back - they hadn't received the referral from GP, back to GP, Now again
in January called about 6 times - They don't work Tuesdays or Fridays they don't seem to return calls, they don't answer the phone, in theory they had someone available to see patients in Feb 21 (but it was about 2 months ago when I started this process). Obviously Supply and Demand - there is more Demand than supply.

I was recommended Dr Lim via my carer who sort information via an ADHD helpline. I’d been seeing another Dr for years off and on and he advised me to find another Dr whom I could have a long relationship with as he believed I was ADHD and I would need a Dr who would support me for 30 years as this disorder doesn’t disappear but is managed, possibly medicated and monitored for life from his 30 odd years of treating it, and unfortunately he was close to retirement and saw it as a disadvantage to start me on a path he couldn’t see through. I saw another Dr for one visit and it was a terrible match so here I was for my first appointment with Dr Lim. From the first moments I felt very comfortable with Dr Lim. He listen to me and asked questions constantly and not just guessing like I’ve noticed some Drs before. I felt that he was genuinely trying to help me, he spoke to my carer and gave me tests. He discussed his plan to treat me, and drop some medications that my GP had prescribed, discussing better alternatives if they were needed but how long term they weren’t helping. It took a few appointments with Dr Lim to plan for my management of my diagnosis of ADHD. Since then I’ve been seeing Dr Lim a few times a year so he can see how I’m managing my disorder and I call him periodically for medication repeats when necessary and both he and his staff have always been helpful and thorough. I’m planning on keeping Dr Lim as my Dr as long as needed. He always looks at my overall health and not just mental, I do suffer chronic pain from a back injury years before and he always takes everything into account when assessing and I guess I feel like he understands I’m a guy just trying to make the most out of life and more than just another patient.

I have been at the THC Hornsby for years, I see Dr Schur who is incredible at what she does. Given the current situation, the customer service was good. Also I feel bad for the receptionists there as they have only one phone and one desktop. When I wait in the living room I see that she (Nikki, I think) is constantly on her toes attending phones or emails or serving a patient or doctor. The usual receptionist Nikki, is very sweet and always provides excellent customer service. She is good at solving any customer issues. Maybe Management need to provide more support for admins.

Dr Dominic Paul is terrific, but the communication and organisation from the admin at this clinic is awful. It's near impossible to get through to anyone on the phone (they answer the phone maybe 1 out of every 10 calls), and they rarely respond to emails or send through confirmations for your appointment. However, as frustrating as dealing with the receptionists and admin staff can be, the level of care Dr Paul was able to offer was excellent and made the difficulty of actually scheduling an appointment worth it. If the admin improved even a bit, I think this would be a fantastic clinic, but the organisation and difficulty accessing care really lets it down.

Tried calling a few times today and left multiple voice mails for my phone call to be returned.still waiting.actually bother.

Dr. Schur is the best thing it has happened in my life. She’s so kind and understanding, she listens to me and cares.

I find Dr Schur to be extremely helpful, always kind, and willing to find a solution that works for you.

5 stars for Dr Terrence Lim, 1 star for their customer service because of how difficult it is to speak to the right person! Most of the receptionists sound apathetic, I think they need some support and attention from management to improve morale or something as it is clearly taking a toll on patients.

I always have trouble getting through to who Im supposed to talk to about appointments. Major issue is the number listed for the Hornsby clinic is actually for the Castle Hill Ward and is answered by nurses. Today I called up what I thought was the Hornsby clinic, got transferred since it was probably a nurse and she couldn't help, the next lady who picked up was super rude and said I'd called the wrong number (?). No idea who she was or where I'd been transferred, but she couldn't get rid of me fast enough and gave me another phone number that wasn't connected! I tried calling their main 1300 number, selected the extension for appointments, and got an answering machine (they did end up getting back to me about 30 hours later so the answering machines do work). I tried every other phone number I could find on their site just trying to speak to anyone, no answer! Called back the next day which was when I discovered the number for Hornsby is actually for the ward at Castle Hill, I spoke to an incredibly kind nurse who transferred me to Kellyville reception and finally got the help I needed.

Honestly why is it so hard to speak to someone who can help, or speak to someone at all!

Found Dr Schur to be apathetic, unprofessional and now with hindsight would go so far as to say acted negligently. Much of the consultation time seemed to be talk with no clarity in what she had to say. It seemed Dr Schur could not usher me fast enough out the front door. Will not be returning & would not recommend this so called "Dr" to anyone.

Dr Shur was impatient, aloof and dismissive of me as I was booked under a different category consult that the receptionist did not follow up on, as she appeared too busy on her 'iPhone' to listen to my situation. Was extremely upset when Dr Shur dismissed me as a huge amount of money was needed to be exchanged PRIOR to her consult. She wasn't to know if I was suicidal or not, given the stress this incident created. Would never recommend as totally non professional, not interested in helping just her fee being paid-upfront. Half Star at that is generous.

It is with a heavy heart, despair and so much disappointment that I write this review. It was today on International Day of Persons with a Disability that I drove 1.5 hours after confirming my 8 years old son’s appointment with your receptionist, yesterday, that you turned us away.

You were rude, lacking compassion and integrity when you spoke down to me in front of my son in an open aired environment, at the front reception desk. My son suffers adhd, Austism and anxiety disorder and your tone, disrespect and unprofessional manner has led me to not only write this review but also take this further and put in an official complaint to the APS (Australian Psychological Society).

Your behaviour was not becoming to a medical professional and I will be ensuring that you are held accountable for this gross lack of psychological care. People aren’t just money and numbers, they are real. My son battles every day and his lack of improvement due to you cancelling our appointment today, is now on you and shame on you for that.

Regards
Kelly

Dr Lindy Schur is fantastic - super friendly, extremely patient and experienced. Erica is the best receptionist ever, experienced, super friendly and extremely helpful. Highly recommended!