Heathmont General Practice

Receptionists are rude and think they are gods gifts. Plus they are wrong half the time when they patronise you.

Excellent practice; always professional and helpful doctors. Always there in my time of need

Great practice with highly trained and compassionate doctors and nursing staff, providing a personalised service.

Ripping off a single income family and then saying "sorry" while not doing anything to remedy is NOT an apology.
Won't be coming back.

Super pleased with Heathmont GP. The ladies at the front are always extremely helpful. Dr Ken Chan is absolutely excellent. Super pleased with his experience, medical advice and knowledge. Thank you.

I am happy with the Doctors but the appointment booking is atrocious. Always at least half an hour wait after appointment time- usually more. They need to allow more time for appointments!

RUDE AND CALLOUS

Seldom write bad reviews as I believe most businesses/staff have their bad days and it does not necessarily truly reflect the business/staff.

However, upon reading the numerous public reviews here on the same issue we experienced, it is telling to me that the management and owners of this medical practice are not the least bothered about the true welfare of their patients, as seen from the observable lack of response by management/the owners to any of the other public reviews left by other patients.

Our story - My wife was recently recommended to see one of the doctors here. As my wife was running slightly late, she gave a call beforehand letting reception know that she will be late and apologised.

Upon reaching, she was very rudely greeted by one of the receptionists who:
1. Mentioned to her specifically how late she was (ie 8 minutes).
2. Asked her if she had filled up the new client form, and when being told by my wife she had not (not knowing), sighed in annoyance/disgust.
3. The receptionist then went on to tell her in a very rude manner that 'You do know you will be charged the full fee eventhough you are late".
4. When my wife said that's not an issue (didn't think there ever was an option for less fees being paid), was told by the receptionist "I don't like your chances at all".

As my wife is going through a lot at the moment, this experience left her in tears. When my wife's mother spoke to the receptionist and told her that her tone and behaviour had caused this, the receptionist went on to blame the doctor, Dr Mellanie Lloyd as being the one who was pressuring her to do so.

Whether it is pressure actually being put on the receptionists by doctors of the practice (which is surprising as always there is a considerable wait even when being on time for appointments, being a regular patient of the practice myself), or just an excuse provided by the receptionist, based on our experience, I would not recommend going to this medical practice unless you want to risk possibly being similarly berated and treated rudely, especially when unwell.

On the one hand, it seems to me that there are some staff who require counselling for their own issues or should receive proper training as to how they should treat patients of the practice.

On the other hand, to me at least, it appears to be a more salient and broader problem where the owners (ie some/all of the doctors) and management are apathetic about the welfare and wellbeing of their patients and assumedly are concerned only about the financial/remuneration side of the business.

As it can be seen from other reviews, this is particularly interesting as you would think that having such rude and callous staff would result in customers being lost over time, no matter how brilliant or talented the doctors are.

I had very bad experience because of the old lady with colours blonde hair the reception she was very rude I was asking question and she closed the phone and left me staying in my car for one hour because her bad communication I had to ask someone from outside the building they explain it to me clearly what to do she failed in what she doing if she called that reception angry bad energy

Went once as I had a baby and needed a 6 week check up. Doctors are highly recommended.im sure they are good but I hated dealing with the reception staff while we were well. I won't be back because last thing I need when I have a sick child one day is q rude reception staff.
Terrible dont recommended.not a nice feeling as soon as you walk in.

Easily the worst medical receptionists I’ve ever encountered. It’s such an important job being first contact when people are sick, especially lately being such a stressful time for everyone. They lack compassion, patience and tact in person and over the phone. Not worth enduring interacting with them for a $85 private fee with a different doctor every visit after a 20 minute wait. The doctors are generally good, however very hard to see the same one consistently.

All the drs are wonderful as i have been seeing 2 drs for approximately 20 years however since rhe new reception staff i have had nothing but terrible and rude experiences in the last 6 months and the srs didnt want to know my side at all said they need to keep their staff so i have now found a wonderful clinic with fabulous reception staff and extremely helpful and caring drs. I just wonder if they keep these staff but keep losing patients they really wont need the staff

Myself and my kids have been seeing a great doctor here however I'm so over the rude receptionist that you have to deal with on most occasions and sadly won't be returning as one lady in particular is so abrupt and unhelpful. Such a shame but it seems like a reoccurring problem.

The consulting fees vary.when my GP was away, I saw another one but I was shocked that my out of pocket fee was $10 more. I now resort to a bulkbill clinic in getting repeat scripts.

The receptionist here is just too rude. She is too aggressive and literally shouts on the phone, my ears are ringing due to that. I understand everyone is scared about the Covid 19, and the front line workers are at most risk but when we are all struggling and trying to be kind to each other, there is no need to be this stuck up!

As with other reviews, the doctors are fine but the receptionists are short tempered and I don't believe I have once called or gone in without making some innocent blunder resulting in a soapbox about very specific protocols of the clinic or just general passive aggression (some were fairly aggressive). Which is sad because they can tell from my voice and history I am brand new to this country and system, let alone their system. I always end up feeling awful and today when I slightly stood up for myself by asking for the minimum level of dignity and understanding I was told it would be 10 days before I could book an appointment for a blood work script to test my antibodies. Maybe their just that busy, but this type of treatment sows distrust. Maybe it's the way I sound, or the way I look, or maybe I am sensitive to this because I'm currently in a heath care ethics class, but no one seeking medical treatment should be treated in this way, even if I was ignorant or being unreasonable (which I actively try to avoid knowing my margin for error is 0%). It helps no one. It only hurts me, damages their person image, the doctor's image, the practice's image, and the health care industry's public perception. While writing this is therapeutic, it does put an end to our family going here since now there would be no trust in getting fair treatment and it's just not worth added anxiety, especially in a pandemic.

Great team from the reception staff to nurses and, of course, doctors! Adding to the general consensus I’ve never felt rushed are always extremely thorough.

Dr Winnie and Cheng are fantastic and expert doctors. I highly recommend them they are very knowledgeable in all areas.

Some reception staff (one in particular) who has been there for a very long time really needs to learn how to communicate effectively instead of being so rude. If you don't have an approachable personality you shouldn't be in reception as it reflects poorly on the whole of the gp.

The doctors themselves are great, which is why I will continue to make appointments. However, reception staff are hit and miss and as I write this I have been sitting here in the waiting room, one hour after my appointment time while people who arrived after me are seen before me.

If the doctor is running that far behind (how?) then staff should call all patients with appointments to let them know so they can arrive at the clinic later or choose to reschedule.

The best is Dr Rodway nurses and staff are very nice. Yes there's is one or two are rude. But mostly nice

Lovely practice. Helpful receptionist staff and awesome Doctors. Always get an appointment when I need in, no long waiting times.