Long waiting times, no real care given and overpriced for bad service

After almost 2 years with this organisation, I have decided to change doctors. Not because of the Doctors ability but because of their service or lack thereof. - Almost with out fail EVERY appointment is 30-60 mins late. They had me waiting in the carpark with my 1 year old for over an hour. - You can never see the same doctor without booking 2-3 days in advance (to many patients per Dr). - Online bookings only generate a ph booking (even reception complain about this as it is well over due for change) - Service at reception is a joke; Arrive to my booking only to be told this was not one made and can’t be seen until next week; hung up on multiple times; promised call backs that never happen; - Often no body answers the phone - I could keep going as I can not remember a single visit going to plan or experiencing any form of service. Doctors working here should find somewhere else, they place makes you look bad.

I made an appointment for a possible ear infection, I had been awake 30 minutes prior to the appointment with my phone sound on, I get a voice-mail 8 minutes after I am supposed to receive the call, I call reception to say there was a mistake (this was right away within the 15 minutes I am supposed to get for my appointment) but the doctor took this as a missed call and moved on to another patient so I asked to be forwarded to the nurse, but they weren't available and will call back anytime between the morning and the end of the day which isn't helpful as I do have other appointments and a job. Very disappointed in this experience, will likely be moving doctors soon because this is not the first time something like this has happened.

Our Doctor is 10 stars so this review is in no way a reflection of her, but this management and practice is a shambles. One of the receptionists in particular is extremely rude and doesn’t seem to understand part of their role is to care and solve problems. Instead they act as a block. The charge for adults enrolled is $65.50. Often you end up waiting so long the receptionists have left and when you have southern cross they’ll pay up to $65. Then we are getting chased by email for payments of 50 cents and if we don’t pay the 50 cents they’re saying they’ll charge a $5 statement fee. Then when we went to pay the two 50 cent amounts for two different patients we were told we couldn’t do it in one transaction, so had to do two 50 cent transactions. Absolutely ridiculous. Why don’t they just make the charge $65?! Surely they know Southern Cross cap at $65 and it would make it a whole lot easier for everyone. The receptionists also block repeat prescriptions more than any practice we’ve ever enrolled with, saying you have to see the doctor for a repeat, but the doctor is so busy you have to wait weeks before an appointment.

They finance department lacks transparency and integrity.. I had one appointment on 30 of March and the medicine did not work . Two weeks later I called the reception and asked to have a phone appointment . I spoke with the doctor and the medicine was changed resolving the issue . Then on 20/04 I received a billing for the same consultation. I had spoken with the person in charge. She was avoiding to give me an straight answer and creating very unreasonable answers: Doctors don`t make mistakes. She wrote that was a normal consultation I cannot confirm with the doctor this issue because she is on leave. We don`t email doctors on leave to confirm patients requests. I cannot do anything. The normal time for consulting warranty is only 7 days! I can tell that I am totally disappointed with the company.

The administration staff are unprepared and unorganised. I needed to register my newborn online and in twice in person as they lost the information. Once I went there and they left me waiting in the car with my newborn for one hour because they forgot to call me and the cherry on the top was that when I saw the doctor she gave me a lecture because I was late 😒. The staff didn’t even apologised. I could go on and on about their unprofessional behaviour. I am still registered there because I really like the Dr who looks after my family.

The doctors themselves are very good, however the admin staff are horrendous. I have been there 1 year with my daughter Billie and they have confused me with another paitent since day 1 - I get phone calls from them trying to give me someone else’s test results, I get missed appointments as they log me under someone else, they are endlessly calling me a different name whenever I go in. Also my daughter was sick with an ear infection, they asked us to wait in the car for 5 min as she had COVID symptoms, we sat there for 30 minutes in the blazing sun while my daughter screamed in pain as they’d forgotten about us and no amount of follow up calls from the car seemed to make a difference - then told us we’d missed our appointment. Then they didn’t even do a COVID test until I reminded them. Beyond upset with these people and highly recommend not taking your children here. This isn’t the first time somwthing like this has happened either.

This has been my practice for years. Veronica is my doctor and she has always been above and beyond outstanding. I’ve had some real great nurses too but recently when calling over and over i’ve been transferred to the nurses for them to answer and say nothing, then hang up. So i couldn’t even leave a voicemail, nothing. It gets frustrating as it’s not hard to let it ring for someone to leave a voicemail or just answer and take two minutes out of your time. I understand it’s busy and the nurses are under stress but seriously. not an excuse for that behaviour. disappointed.

Reception terrible as per comments below. Had 6 week vacation appointment for our baby. Arrived for 10:30am appointment waiting outside Doctor’s office. She looks at us then walks into her colleagues office with a cup of coffee for 15 mins then eventually returns to her office and calls us in. Unprofessional and frustrating with a newborn so will be changing to new GP.

Every time I have had interaction with them, there is a problem. Problems range from sending the wrong prescription, telling you that you have an appointment booked and then they don't actually book it, saying that you are registered and then you find out you are not to not knowing how the basic systems work. As a patient I have been having to tell them what the system requires and what to do, not to mention their fees, which are pretty high. As a large GP practice you'd think that they know the basics of how the national health system work, but it seems like they don't even have basic training for their staff on offer. Just bad overall.

Extremely hard working team of medical professionals and general staff. Always prompt response to messages left for nurses, and fast, efficient handling of prescription repeat requests. Thorough assessing of symptoms by phone when necessary. A very busy surgery carrying large patient loads, yet providing a wide range of services under challenging circumstances.

I really can't stress enough the ongoing bad experiences I've had with this GP practice. I actually sympathize for the doctors as I can imagine they are losing many patients because of a) the lack professionalism and utter rudeness of reception staff, b) the disorganisation and ongoing cancellations around appointments and d) the high fees for such a service that lack so much of what you should get from a medical center. It's concerning how many consistent negative reviews there are and nothing is being done about it.

The worst GP clinic ever. Reception is rude, disrespectful and hung up on me without even listening what I was requesting (simple booking of an appointment for my daughter). It is impossible to get GP appointments with Dr. Stella, waiting is typically 2-3 weeks and likely to be a phone call only...

I have been a client of this practice for 35years. My doctor retried I was given another doctor and that one suddenly left. I was never asked who I wanted as my next doctor but got told a name and that the person I have seen and my preferred doctor was not accepting new patients. I would say that the practice has grown too big is not client focused. I also write this review on behalf of my 93 yr old mother the treatment the doctor gave her was awful. I am very disappointed and will find another GP. If I could leave no stars I would

When I was looking to find a clinic for my newborn baby in 2021, I was reluctant to register here after reading the reviews here. But our experience was far different. From the beginning, we treated very well, the staffs including doctors, nurses and receptionists were super helpful and very friendly and I really feel they all care about us. If they are very busy, they always try their best to find the next available doctor to visit my daughter. Going to this clinic is one of my daughter's favorite place despite she goes there when she is sick, or for immunizations. I highly recommend this clinic and its amazing doctors.

Not good service. Would not recommend them. Spent 70$ for an appointment and after listening for 10 mins one of the doctor asked to rebook for the rest of the issues. Very unprofessional.. So 70$ for 15 mins = 300 for an hour. Ridiculous Going to shift my doctor now.

Recently requested 3 months repeat prescription. When i visited the pharmacy i was presented with medication only for 14 days. No communication from the medical team or GP whatsoever why my request for 3 months medication was not completed. An invoice for unprovided services was emailed to me. A week later i made a new request for 3 months medication and that request was declined. Seriously considering changing the doctors. Extremly poor communication and incompetent staff.

Doctors there are great, however the reception staff are arrogant and keep making mistakes. It seems some of them know little about using their IT systems. I had painful and annoying experience when I registered with them, when I would like my doctor to fill a form for me where I had to send the form to the reception in email.

I have been with this practice since 2017. Veronica is an great doctor but impossible to get a phone consult with if you don’t live in Auckland anymore. Reception is atrocious as per the comments below. Happily saying goodbye to this practice.

The worst doctor's practice I have ever been a part of. They have absolutely no regard for your time. I sat at reception for an hour waiting for my appointment and when the doctor finally arrived I didn't even get a "sorry for making you wait". The receptionist then went on to tell me that the doctors don't go by a schedule even though I had a specific appointment that was booked weeks prior... Moved and will never be going back.

Called reception twice, forwarded to the nurses line twice with the expectation of being able to leave them a message for a call back. Both times someone on the nurses team has answered the call without picking up the phone, can hear office noises / typing in the background but unable to speak with anyone, and because they answer the call unable to leave a message. Feels like staff are doing this to purposely prevent the line from being used.

Have been going here for around 7 years. Dr Upeksha Settinyake is lovely but also extremely busy. The new doctor Louise is great! So friendly! The receptionists have always been lovely to me. The extra $0.50 charge over southern cross is a pain. They should lower the fees to $65 for an adult. They are open on a saturday which is great and there is lots of parking, a pharmacy, cafe and radiology clinic too.

My daughter had infection on her face, they only look into her affected area and prescribed antibiotics, without finding her arm also had issue and had fever, was not even checked temperature. Changed all my three kids to other practice. Not so sure about their profession to look after us.

Went in to get repeat prescription. Was in the for 3 min. Cost me $73 to see doctor. Apparently sent prescription to the chemist. Went there to pick up not there, issue with something it will be there in afternoon, we my back didn't go again. Came back an hour later went through but to a different chemist so now have to drive another 15 min to get prescription. Will change doctors

I have never seen such a rude and disrespectful staff as at this clinic. Moreover I have doubt about the doctors skills. It took 2 doctors there around 2 months to diagnose my asthma. Receptionist are very arrogant.

literally the worst GP i have ever been to. you wait atleast an hour every time to see the doctor - receptionists are extremely rude. don’t know how this clinic is still up and running - have now moved to st heliers and receive MUCH BETTER service

Thanks to Dr Lauder for all your help, a very professional physician indeed. Handy location with parking just off the motorway with free parking available. Pharmacy located Next door.

We've been with our GP for many year's, wishing she'd never moved to this practice as it's horrendous. Granddaughter was recently refused care as GP away on leave even though she's enrolled here. I'll be making a formal complaint.