Direct Radiology Fairfield 149-153 Station Street, Fairfield, Victoria 3078

"I'm writing this on behalf of my elderly grandmother. She recently went in for an mri and CT and couldn't speak more highly of the radiographers, especially the Irish woman, who attended to her. She felt truly looked after and cared for from start to finish and loved how she felt included in the entire process, something many clinics don't provide. She was an absolute delight and my grandmother would love to come back to the clinic and see her again for any further scans in the future. Unfortunately her experience with reception wasn't quite as pleasant. She called the next morning and informed her that they had sent through their report her GP but it didn't appear to come through for another day, which did lead to her having her treatment delayed. Fortunately she didn't have anything serious, but it was a bit of a disappointment after how amazing the radiographers were. She will be recommending this clinic to all of her friends and (while she hopefully doesn't need to!) looks forward to coming in for any further scans in the future."

"Have used direct for many of my radiology requirements, always pretty good service. I would particularly like to compliment the young lady called "Sarah" who assisted me on the phone today, she went above and beyond and I really appreciate it. Kudos Sarah."

"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."

"The radiographers are lovely, but your receptionists, who are the face of your business, are not helping your reputation. Two receptionists totally ignored me, and another woman, while looking at their computers. Even when they walked past us and spoke to another customer, they didn’t acknowledge we were waiting. We felt invisible. We joked that we should take our masks off and then maybe they’d see us! Then 2 days later, the report had not been sent through to the doctor, he tried several times to ring them and gave up. Yesterday I was on hold for over 45 minutes, and still no answer. Your message on hold says " We pride ourselves on being a people orientated organisation, committed to our patients and their care". HUH! Today (five days since the test), the doctor spent 30 minutes on hold on the doctors' hotline, as they had only sent half the report to him, and the rest of the report to a different doctor!! Both my doctor and their receptionist admitted that the service from Direct Radiology leaves much to be desired. Today I went in personally to say that perhaps the phone line is broken, as they had not answered in 45 minutes. The pleasant young man at the desk was very apologetic, saying they get hundreds of calls a day, but they are unable to answer a call to say 'please hold'. But the phones were not ringing while I was there! It's all very well replying to the MANY bad reviews about your reception staff and phone lines, and that you aim to be better, but obviously nothing changes. Your phone system must be hopelessly out of date, and some of your staff need extra customer service training."

"I don't understand how a business can leave you on call waiting for so long and just never answer. Sometimes feels impossible to get an appointment! After about 15 calls and over 2 hours in total on call waiting (despite putting in a request for an appointment online) I finally got through. Once you're in, the staff are friendly and helpful. It's just a shame that it's hard to get through to speak to anyone at reception."