Canberra Imaging Group

Your computer system crashed. I was made to wait over an hour and told that when my referral had arrived in the group admin email (your upload link was broken - error #r404 - I couldn’t do it prior to the appointment) Skye would then check me in. After a long time waiting I queued again and asked a separate staff member about my appointment and if… Read more

the email had arrived. Skye spoke over her colleague and told me huffily “yeah, the referral was blank. You’ll have to send it again.” I responded that she had told me she’d let me know, it would have been nice for her to inform me as she had said she would. I said I needed to rebook, left to put my belongings in the car, and returned to reschedule.

This time I was assigned to Skye by your ticketing system. As I reached her she stated “oh, the email just came through as you left for your car; if only you’d stayed.” I asked her if it had literally arrived “in the last two minutes,” and she said it had. “But, it was blank. I can’t book you in without the referral.” “Okay, so you’re saying I have to go home; print this, and return to you with it to join another appointment?” “Yes.”

Lying AND incompetent, hardly a suitable customer service representative to the sick, disabled and dying. Thanks so much for the fabulous experience; I will be letting everyone know so they can go to Qscan instead, this was the last time you had the chance to improve your services.

How can you improve your service?

Close it, or care about customer service because funnily enough, your customer’s are PATIENTS, and should be treated with patience and respect. Not snideness, incompetence, and lies - I can book that appointment by phone without a referral: I did so in the first instance!! Why did Skye LIE?! Oh, let me guess, she just “misunderstood” me while patronising the hell out of me for having a bit of an issue with being stuffed around for an hour, after fasting for ten hours while dying of malnutrition and starvation.

I hope Skye gets lots of job satisfaction being a complete and utter troglodyte. It suits her, and it suits your business. You are not a service provider, you are a business model that is being run very poorly: good luck in future.

This business has really poor appointment booking system. And the reception staff seem to have no business sense. No text or email appointment confirmation with critical information such as time of appointment, place of appointment, pre appointment preparations etc. could have informed on the phone you have zero parking for 2 kilometres. I was… Read more

late for my appointment for 5 mins and 45 mins after waiting was told they can't do my test. This is a joke business with no care for their patients. While I was waiting the reception staff failed to make another patient understand how the rebate system works. That's their standard. Will be reporting to ACCC this business has too many red flags and unsure how are they accredited or compliant at all.

Blurred images, asked to return for rescan. They forgot about me while waiting for rescan, so I left after an hour, to get back to work. Will require a refund due to not providing service outcomes on two occasions. This was at their University of Canberra site.

Go to I-MED or elsewhere – If your doctor or specialist needs you to get a scan and you live in Canberra, go someplace else. Booking staff must work their to get better rates on scans for pre-existing brain injuries because the "service" is a joke. I live on the North/West side of Canberra. So I book my MRI on the North/West side i.e. Bruce or UC. I ask for the… Read more

appointment time to be 3pm or later any day in the next 3-4 weeks. Email response the next day, CIG book me in at 09:45am in Queanbeyan. Several emails later with responses that made almost zero grammatical sense, I have a new appointment within a fortnight at 3:30pm.

Now onto the other issue (since one wasnt enough). I have full coverage, and have had MRIs done in the past (with CIG) with no charge. I show up for my appointment (30mins early as requested) and they say I'm not covered and need to pay ("We checked with them (my provider) and you were rejected"). To cut a long conversation short, I know I have full coverage for an MRI my health professional checked before giving my the referral. So CIG want me to pay $850+GST ($550 for scan + $300 for contrast). Like seriously!? I could understand if it was $350~$400 in total; MRI Tech, contrast, time etc its not a cheap thing. But $850+GST (so $935 total) really!? That's more than one week's rent, are they running some sort of racket or something.

To make the situation mildly amusing two others that walked in around the same time as me. Also had issues with their appointments and coverage (from what I overheard).

To end my story, no I didn't have the scan recommended by my health professional to review the 11cm×1cm×12cm cyst in my Abdomen. I walked out without any scans taking place and now need to go back to my health provider and ask for a new referral to a different imaging group to get an MRI. (Sarcasm warning) But it's OK, I'll pay the extra for the appointments, take more time off work to attend an appointment, deal with more pain for a 'little' bit longer and the looming stress of not knowing what this cyst is exactly. It's not like I was directed by the doctor to get the scans done, I just wanted the scans myself for shits and giggles.

Disappointed with the new policy – It is disappointing that now we have to wait for 4 long days to get test results from patients portal. We have been choosing to do tests with Canberra Imaging for quite a long time, we were happy with everything until it has changed its policy: previously patients could see their results through patients portal as soon as they became available. It… Read more

was so convenient and informative, and that was the reason we chose to come to Canberra Imaging. But the new policy is that we have to wait for 4 days, a long, annoying and miserable five days. It is a shame because we are happy with the staff and service, but cannot stand for the long wait before we can see the results. We are quite capable of reading and interpreting the test results, so we don't understand why the wait. We are now considering to switch to somewhere else, to avoid the long waiting. We hope Canberra Imaging can return back to their previous non-waiting policy, if so we will stay/come back.

Don’t listen and Patient Portal – Phoned to check on appointment. The female on the phone did not listen to my enquiry. She must have telepathic skills, just kept bumping her gums instead of listening first then give advice. Previous when booking we were told there was a cost which previously was not charged. This female was saying there is not however she didn’t really know. If… Read more

you don’t know ask do you mind holding while I check!. Got 2 words out and she presumed what the enquiry was and kept rabbiting on. They need to learn to listen instead of talking up and over you. Other issue is the Patient Portal now you have to wait 4 days for the results to be uploaded, they say so Dr gets the results 1st. This I believe is a money making scam with Drs thinking patients will go to them (thus payment) for results. The legality though is Patients are entitled to their information.

Not good. Request a different service provider – Not helpful. My wife received a text requesting an online referral be uploaded, however it is being sent directly to them from her doctor. They couldn't check on it there and didn't seem interested in working it out. The only alternative to sort this out is to by phone and it's a 30+ wait.

Marley receptionist – Belconnen receptionist Marley was the rudist receptionist I've come across in a long time. When I came up to the desk she made no eye contact and continued with what she was doing. I said I was unable to stand with again no response, I sat down for a couple of minutes, then she asked me if I had paperwork. I got up to give her the paperwork and… Read more

made small talk about me making a mistake by coming in the day before and having a bit of a giggle, she made no comment, no eye contact no communication only if my address was correct and mobile correct. She then said I will bring you some paperwork to fill in (which she didn't end up bringing me before I was called in ). Her customer skills are 0 and her communication skills are 0. I am not one to complain but she made me feel very awkward and uncomfortable. I think she might need to take customer service course again .Funny when I saw this sign that said be respectful to staff. It goes both ways.

Difficult to even book – Be prepared to wait a minimum of 20 minutes on the phone to just make an appointment. Their online booking form on their website is equally as slow. Still no response after 3 days! Not sure why it is so difficult to have a call back option.

Not for me – I need a ultrasound guided cortisone injection and this mob wants to first do an ultrasound then come back a week later for the procedure. Other places will do it on the one visit. Reception says it is head office policy but my take on it is they make more money with two visits at my cost financially and at the expense of extending the time I'm in pain. It seems incredibly self serving.

Not better than terrible – The address of the Deakin centre of CIG is mentioned in appointments just 173 Strickland Crescent, Deakin. Well 173 Strickland Crescent is a big complex with many buildings. I had to go through a big hassle to find them exactly where in that big complex are they located. Secondly, the reception staff nearly shouted at me for not knowing the rules… Read more

of their queue system. Thirdly, despite mentioning several times that I want a male sonographer to do the ultrasound for me, I was called by a female sonographer. Ultimately, I got the male sonographer to do the ultrasound and he was nice to me.

People There Very Helpful – The patient bookings took a few minutes to get in as they have been very busy, the people on the phone lines were always trying to help. They seemed very intelligent and new what they were talking about, when I got there the receptionists were lovely, very high quality x-rays and nice doctors there.

Terrible! – You can’t get a hold of them. Can’t get an appointment. The staff are rude rude rude and have no idea what they’re doing. They cancel and reschedule you at the last minute and lie about the reasons and give excuses about a new phone system for the last 3 months. Surely a business can’t function this poorly for much longer. No accountability or… Read more

recourse to complain. Operators have said to me that they themselves don’t know what they’re doing and I’m better off going elsewhere!

Should be called “Crappy Imaging Group” – I’ve heard too many bad rumours about this place..... Reception staff look like they don’t want to be there, low morale type of vibe. Not smiling on entry and seem to be not knowledge about procedures. I don’t think they are looked after by management at all. When leaving they seem to want you out the door, Q scan have better customer service as I let people know Canberra Imaging has a poor customer service

Trying to make appointment by phone – Waited 37 minutes on phone and got to number 1 spot. Waited 8 minutes in that spot before giving up and hanging up. Have previously (few weeks ago) found counter-staff rather arrogant and unfriendly. Would go anywhere else whenever possible

Quoting misleading service charges over phone on booking an appointment – Quoted what charge would be for service with medicare component taken out. Then on the day charge full price , totally misleading practice. If you are going to quote a charge for a service, say the cost that the person has to pay on the day. This would distress a lot of low income people who came unprepared for the extra charges.

Very Poor Customer Service – If I could give it no stars I would. Canberra Imaging Group (CIG) failed to inform a vision impaired single mother of two children that she was entitled to a Medicare claim for their service. They then proceeded with the service and sent an expensive bill. When queried about the Medicare claim CIG fell back to the old "our policy" argument and… Read more

refused to assist the single mother in any way, stating that she must pay the expensive bill. Furthermore, the patient is currently a regular playing member of one of the Canberra Raiders under age teams; a supposed "partner" of CIG. CIG obviously have little regard for not only their customers and their business partners.

Very poor customer care! I'm sure a supposedly professional business like CIG could do better. It's no wonder that their FB page can not take posts from the public.

I used to use CI all the time for an ongoing medical problem; NEVER AGAIN!!