1/5 andrew w. 1 year ago on Google
Good
morning
my
name
is
Andrew
Wheeler
and
I
am
an
existing
patient
of
this
practice.
Last
night
I
booked
my
adult
daughter
in,
using
your
website,
to
see
one
of
your
Doctors
for
8am
today.
She
was
there
before
eight
and
in
the
process
of
booking
in
was
directed
to
see
a
staff
member
at
reception.
She
was
behind
another
patient
waiting
and
overheard
that
the
practice
no
longer
bulk
billed
and
she
now
had
to
pay
a
fee
of
$80
to
see
a
Doctor.
When
it
was
her
turn
to
be
seen
she
felt
she
was
addressed
in
a
rude
and
condescending
manner
but
agreed
to
pay
the
fee.
The
staff
member
then
asked
her
reason
for
seeing
the
Doctor
and
my
daughter
told
her
she
needed
a
certificate
for
work
as
she
had
injured
her
knee.
The
staff
member
said
well
that's
work
cover,
why
didn't
you
mention
that
when
you
booked
the
appointment.
My
daughter
tried
to
explain
that
she
did
not
injure
herself
at
work
but
the
staff
member
was
too
busy
complaining
and
gathering
un
necessary
paperwork
and
asking
for
her
claim
number
etc
that
my
daughter
made
an
excuse
and
left.
We
went
to
Amtan
medical
centre
across
the
road
from
you
and
got
a
walk-in
appointment.
For
your
information
they
are
also
not
bulk
billing
anymore
and
charge
$5
more
but
my
daughter
was
happy
to
pay
and
said
her
experience
with
the
staff
was
much
better
(a
million
times
better
her
exact
words
were).
So
to
summarize
the
experience:
1.
Found
out
the
practice
did
not
bulk
bill
when
she
turned
up
for
her
appointment.
A
sign
out
the
front
and
the
website
still
claim
you
are
bulk
billing
Doctors.
2.
Treated
rudely
when
she
presented
herself
at
the
reception
area
(The
woman
was
described
to
me
as
a
mature
woman).
3.
Was
not
listened
to
by
your
staff
member
and
berated
for
something
that
was
a
complete
fabrication
in
the
mind
of
a
staff
member.
Three
strikes
and
you
are
out.
If
the
cost
of
being
treated
as
a
human
being
is
paying
an
extra
five
dollars
for
a
consultation
then
my
family
will
pay
that
gladly.
We
do
not
have
any
issue
with
you
changing
from
bulk
billing
to
fee
for
service
however
I
can
not
see
that
the
decision
was
taken
on
the
spur
of
the
moment
or
without
some
lead
time.
I
therefore
can
see
no
reason
why
the
practice
advertises
itself
as
bulk
billing
on
the
signage
leading
into
the
surgery
complex
and
on
its
website.
I
do
not
currently
know
what
constitutes
predatory
marketing
but
I
am
certain
that
the
department
of
fair
trading
will
be
able
to
let
me
know.
FYI
I
have
rung
them
already
and
they
advised
me
to
wait
for
your
response.
I
hope
you
also
take
the
opportunity
to
invest
in
some
training
for
your
reception
staff
to
avoid
alienating
existing
patients.
In
this
particular
case
your
receptionist
got
three
for
the
price
of
one
(myself,
my
wife
and
my
daughter).
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