Epping Plaza Medical & Dental Centre 571-583 High Street, Epping, Victoria 3076

"When submitting complaint or compliments this centre listens and acts on requests/suggestions and alerts. Witnessed recent medical emergency and staff response swift and reception staff competently ushered waiting patients away from collapsed patient, respecting privacy and giving medical staff space to do their job. Impressed"

"My experience today was too unbelievable not to share. After checking in for an appointment for my newborn child I was called back up and told I actually need to pay as I didn’t have his Medicare card yet. At the same time, the receptionist asked if I still wanted to proceed with the appointment which I said I did. This is after waiting in a ginormous line to check in for the appointment as their QR checkin was blocked off. By the time I checked in, the appointment time had come and gone. We waited over an hour and witnessed several people ask the receptionists when their appointment was coming (some had been there over an hour and a half). Finally we went up to double check and the receptionist who had originally dealt with his check in avoided us and shafted us off to a different receptionist who discovered that we hadn’t been in the doctors queue that entire time. It was clear she realised she had deleted us from the doctors queue and didn’t want to face or deal with us. We didn’t receive an apology or admission of their clear incompetence - to be clear, we sat in the reception area for nearly an hour and a half for an appointment that was never going to happen as we’d been removed from the doctors list by the reception staff. It was very, very clear that today we weren’t the only people who’s appointments were deleted from their doctors list, which I can only assume was because of the ginormous check in line at reception and receptionist incompetence. I don’t mind people making mistakes, but at least admit to what you did and apologise to the more than several people that waited nearly 2 hours for their appointments! Interestingly we were immediately called in by the doctor after the receptionist called him directly, and yes, he told us that someone had removed us from his list and actually apologised. Please train your staff in using technology and bring back the QR check in system as we clearly can’t rely on reception to be sure we’ve checked in."

"I tried to use your portal last night to see if there was an earlier appointment. The online system for the appointments was down and said to call the clinic for anything you need. I did this and hung up after 1 hour and 15 mins on hold. So, this morning, when arriving for my appointment, I explained what happened and asked what we can do in the future and I was faced with a rude and antagonistic receptionist. She told me I should try other computers but I needed to keep explaining to her that the site was down and it advised us to call the clinic. She kept interrupting me assuming I was complaining but I consistently said, I just want to give you some feedback! She continued to be rude, even calling me “lady” even though she knew my name!! I find that the receptionists at this clinic are only ok if you are just checking in, if you have anything to ask or discuss, they become very impatient!!"

"The clinic is able to provide for all my medical needs in the one place, which I find very handy. The staff and Doctors are very helpful, and their bulk billing hour’s makes it possible to meet the needs of most patients. Very happy with their services."

"Went to the clinic on Sunday. Had an appointment for 9:30. Sat there until 10:40 until I went up to the reception desk asking how much longer it will be, was told my doctor I had booked the appointment with hadn’t shown up for work. No communication, didn’t even tell me when I checked in for the appointment. The receptionists would have known the doctor wasn’t there as I arrived 2 minutes before hand. Was told after an hour of waiting that I would need to wait another 2 hours to see another doctor. Finally got in to see a doctor at 11:50. Almost 2.5 hours after my original appointment. Sitting in a chair with no communication, a temperature of 40 degrees and no applogy. There was a younger receptionist which took over from the original one I was talking to, she had only just started working there. She needs to leave before that place sucks the soul out of her. This clinic is a joke."