Direct Radiology

Referred here by my GP in June 2023 with persistent abdominal discomfort. The team were great - kind and considerate. The ultrasound was inconclusive but the radiologist on duty, Dr Chester, was amazing. Thanks to his curiosity and expertise, I was further examined, and diagnosed with acute appendicitis which did not present in the usual way - a potentially dangerous situation. The team quickly arranged to give me a CT scan to get a clearer diagnosis. They squeezed me in between other patients and confirmed the extent of the problem, then sent me off immediately to Epworth ED for emergency surgery. The hospital doctors were very impressed with the speed and thoroughness of the diagnosis and the notes Dr Chester provided. This was fantastic teamwork by the ultrasonographer, radiographer, Dr Chester and the very helpful reception staff. I’m very grateful. I can highly recommend Direct Radiology Fairfield!

Super friendly staff who are very helpful and informative. It can be stressful when organizing multiple medical appointments but have found the whole team here to be patient and accommodating.

Hopeless. Cancelled my appointment due to a technician being sick (which is fair enough) but I haven’t been able to get through to them again to reschedule my appointment two weeks later. Repeatedly kept on call waiting and unable to get through. Go anywhere else but here.

Day three of trying to get someone to answer the phone. No response to my online enquiry sent two days ago either.

I wish they would answer their telephone- or respond to
Emails- or call you when they send you a text saying they have received the referral and will call.
Absolutely terrible customer service and attitude

They don't answer their phones I have been holding for hours this week and nobody answers the phone! But surely they can spare one single minute out of an hour if they can see that someone has been holding on for so long.

Tried to call their office to organise getting an urgent xray and have just been left on hold everytime. You don't even get to speak to a human being, it just goes straight to hold music. The entire time a pre recorded message says how they pride themselves on customer service which feels pretty insulting as there are multiple reviews and comments here that mention that they are completely uncontactable!

Appointment for 0830, was stuck due a traffic accident and attempted to call ahead, got the after hours spiel on the phone. Arrived at 0837, after filling out the form and receptionist conversation with techs, they got back to me at 0845 and informed me I was too late. I explained I'm a fifo worker and won't be available for another month and that I'd wait for a gap somewhere during the day if I could. The techs weren't interested, sent me on my way. On track to be 20 mins early before the accident, I needed this, Im in a fair bit of pain, rubbish.

BEWARE:
Went to Direct Radiology in Fairfield for a standard check as I needed to get a test done. I got diagnosed by a radiologist with a life-changing condition. Got a second opinion, and it was established that I had received the wrong diagnosis by Fairfield Radiology.
I tried to call the practice multiple times and provide feedback, so another patient doesn't have to receive an incorrect diagnosis. No one called me back, and no one cared. As a medical practice, this is highly inappropriate, and I will never go back or trust their service.
BEWARE - You may get a severely incorrect diagnosis if you use their service. Please get a second opinion or avoid this radiology service.

Have had some decent experiences in the past but as others have said it seems like the phone line is regularly not monitored. This makes booking an appointment very difficult. Ended up taking my referral elsewhere.

Front staff at the Monbulk site are unhelpful, border on rudeness and incompetence. On the 31st Jan 23 I drove an hour and half to keep a 3.30pm appointment for a cortisone injection which had been booked since Oct. I was told they no longer do cortisone injections and I should have been notified. Upon further questioning I found out Vermont should have rung me. I rang Vermont and was told they never received my referral. They were unable to offer me an appointment before I go away in a week. Now the injection i was banking on to be able to travel in comfort is not going to happen.

Just awful! Takes so long to get through on their phone. I have phoned repeatedly and just been stuck in their queue.eventually have to hang up and ring back. They are kinda rude too. I would love to not have to go here.

This is no reflection on the radiology staff: those who perform the services have been pretty good.

I guess the problem is they are raking the dollars in and they are not motivated to do better.

Challenging booking experience - the first time I ended up just taking my referral in by hand as I couldn’t get through on the phone. The actual procedure was fine (and my GP rates their imaging above some others), although the technician did once (nervously?) laugh when I mentioned one of my symptoms. Anyway, this time around life is busier so tried to book online again - submitted referral, email response says they’ll be in touch to book. Get a text saying please call them to book (I thought you were going to call me?). Again couldn’t get through by phone. Will go elsewhere.
Update - got a call about a week later, by which time I’d already booked an appointment elsewhere.

Was a mission trying to contact Direct Radiology until recently, read the reviews and found I wasn't alone. In the last few weeks something has changed! Phone staff are available and super helpful.
I attended the clinic last last week for MRI and was late due to mobility - didn't faze the team at all, they reassured me, helped me, and communicated the whole way through my visit. The scan was looked after in a superbly professional manner and I could not be more thankful for the efforts from everyone who rescued my day. Very pleasant experience:)

Called more than 15 times at various times of the day across various days. On hold for >10minutes each time without answer, eventually giving up and deciding to call back later only to have the same issue time and time again.

They have a system to call me back after booking online but never actually got back to me. So I called only to get the above issue with being on hold/no one answering regardless of when I called.

Very poor response and customer service. Have been trying to book an appointment for more than two weeks and no luck.
No one answering the phone calls at Fairfield, not sure if the phone even works! Tried contacting through online form and no response yet! Do they really care about their customers? Definitely big NO

Every time I've been here I've had good service and care. They have made appointments at short notice, and radiographers & sonographers had nice manner with me and also with my child. They often have a Radiologist on site, which means reports for referring doctors can be attended to quickly.

I had read the previous negative reviews and I can tell that Direct Radiology has taken it on board and put in an earnest effort to improve their service.

Had a very pleasant experience with the receptionist for booking my appointment and the person who took my X-ray was patient and clear with instructions.

Although I never had an issue with this place prior to COVID it's possible that the after effects has put a strain on them like many others, so I thought it was important to consider that before writing a negative review

I have my ultrasound today with sonographer Natalia. She is very professional and reassuring during the whole procedure. The place is clean and staff very nice.

Very Poor customer service
Called on 10th March to book an appointment and receptionist answered that her colleague who book appointment is away but she will give me call back after 20min. But never got call back. Today on 19th March when I called back again to book appointment first receptionist said it’s available on Monday 28th and Tuesday 29th March then Second receptionist said it’s not available and she hung up without listening very rude and disrespectful.