Eastbound Clinic

As a recent patient at Eastbound Medical Clinic, I have mixed feelings about my experiences there. While also acknowledging the positive aspects of my visits. Firstly, I would like to commend Dr. Yap for his exceptional care and professionalism, which have significantly contributed to my overall positive view of the clinical care provided. However, there have been issues with some staff members and management, particularly in the reception area, that compel me to bring these concerns to your attention. My primary issue has been with the inconsistencies regarding information about the Medicare rebate system. A conversation with Melanie, the Manager, was notably troubling due to her unprofessional demeanour and lack of sensitivity towards my medical condition. I want to highlight that this conversation, as well as subsequent discussions with two of the clinic's owners, were recorded, providing evidence of the unprofessionalism I encountered. On a positive note, I would like to extend my gratitude to the receptionist who assisted me during my second visit. Your help was invaluable, and I deeply appreciate your efforts. However, it has come to my attention that management may be unfairly blaming you for issues arising from simply performing your duties. It is disheartening to hear that you are being used as a scapegoat, and I believe it is unjust to put you in such a position. The nature of these incidents necessitates a formal complaint. It is imperative for a medical institution to uphold professionalism and respect in all patient interactions. The conduct of Melanie and the clinic owners, as evidenced by my recorded interactions, appears to deviate from these standards. Furthermore, being advised by an owner to seek medical care elsewhere raises serious concerns about the clinic's approach to patient management and care.
I respectfully request an investigation into these matters, ensuring that all staff at Eastbound Medical Clinic adhere to respectful and professional communication standards. This includes addressing any unfair treatment of staff members who are simply carrying out their job responsibilities.
As a patient entrusting my health to medical professionals, encountering such challenges is concerning. I am also considering bringing this matter to the attention of the medical board, given the ethical implications for the operation of medical centres and their treatment of patients. I look forward to your prompt response and the implementation of measures to improve both patient-staff interactions and the working environment for your dedicated staff at the clinic.

In response to your comments:

I am writing to express my dissatisfaction with the brief response to my detailed review of Eastbound Medical Clinic. The issues raised are serious, reflecting a departure from the standards of patient care and professionalism as outlined in the 'Good Medical Practice' code.

The code emphasizes patient-centred care, effective communication, and cultural safety. My recent experiences, particularly with Melanie, the Manager, and the clinic's owners, contrast sharply with these expectations.

I request a comprehensive response outlining how the clinic plans to address these concerns. I will also be informing all Owners/Shareholders of the clinic about these issues to ensure a thorough examination and appropriate action.

Please confirm receipt of this message and advise on the actions to be taken. If a satisfactory response is not received, I am prepared to escalate this matter to relevant authorities.

Eastbound Medical have very experienced medical practitioners and nursing staff, along with the reception staff who are very obliging. I would highly recommend the Medical centre to any one.
Graham.

It's been a decade since I've visited this medical clinic, but I still remember clearly how badly I was treated by Dr Simon Hillman.
I was in a lot of pain 6 weeks after having surgery on my patella tendon. I came in with an MRI and report, which he didn't even want to look at. He said the pain will be completely gone in another 6 weeks and without asking questions or doing any orthopaedic tests, ushered me out the door.
He also inappropriately made fun of my profession.
Three years later, the pain was still there and I needed to have another operation because the first one was done so badly.
So much for Dr Hillman's prediction that it would be gone in 6 weeks!
I can't believe someone like him is working as a GP and still employed at the same clinic today!
I've since come across many other patients who have been unhappy with Simon Hillman.
He really should not be working as a doctor. It's the wrong profession for someone who does not care about people.

I have been a patient of Eastbound for over 60 years now. Over the years, I have built a great relationship with the doctors and the expert the care and attention received continues on. Thank you doctors, nurses and reception staff at Eastbound for your fantastic service.

We have seen several doctors from this practice and all have been exceptional. I feel all of my concerns are heard and considered before they provide their recommendations. I have full trust in their advice.

You cannot go wrong with any doctor at this practice. Everyone is so lovely, and you feel genuinely cared about at every appointment.

The doctors are always on time and take the time to listen to your issues. I have seen numerous doctors there and all are very professional. The recent change in reception staff has been a breath of fresh air. The follow up from doctors post tests has been very efficient.

The only criticism is to please stop asking me for my address confirmation. If I come in twice in one week, I don’t need to be asked if I still reside at that address. I also don’t appreciate my address being read out in front of people.

I think Dr Philips and Dr Yap are the best Drs for our family, so thorough and have a very done to earth approach.

Every practitioner here is professional, kind and spot on with diagnosis and treatment. I have an autoimmune illness and two children so have seen most of them. Also you always get an appointment and their handling of the pandemic has been exemplary. Highly recommend

Thankyou dr Owen
My appointment today was
Amazing
He was compassionate, understanding & extremely thorough…
I finally can see a light at the end of the tunnel
Jacky

I've never felt as comfortable at a clinic as Dr. Yap made me feel.

One of the very few doctors I've met in my life who really took the time to ask questions, thoroughly examine me and show genuine care.

Thank you Dr. Yap!

The doctors & receptionists are phenomenal! They give a personal touch to every experience. Dr. Cerys Jones is a life saver!

Easy to book appointment online & good availability of appointments. Staff & doctors all very pleasant. Plenty of parking nearby too!

Amazing quality service, Dr Owen goes above and beyond to deliver excellent health care and is so kind and genuine in his approach. Highly recommend this clinic!

Knowledgeable staff (Doctors, Nurses & Reception) who are pleasant and caring and take the time to understand your requirements.

Great friendly staff. Knowledge with the Doctors covering a vast range of specialties and age groups
Have been using Eastbound medical for many years. Couldn't be happier ️

The doctors and nursing staff as well as the team that great you upon arriving are so friendly and professional in their manner and care. So glad to have found this practice.

Medical Centre more interested in the dollars than the patients. Medical staff are good, it's the management of the centre that discriminates.

Absolutely fantastic clinic. Friendly and knowledgeable reception staff. The medical staff are excellent and make you feel at ease. I will happily drive past other clinics to use these guys. 6 Stars.

Excellent medical care from a great team of GPs. Broad range of interests, qualifications and experience means that my family has comfort in knowing that we will be provided with the best possible care and treatment. The nursing staff are exactly what you would hope for too.

I have been a patient at Eastbound for nearly 10 years, the service and care is exceptional from the receptionists, nurses and doctors. If you are looking for a medical clinic give Eastbound a try.