Douglass Hanly Moir Pathology

my pathology was very softly spoken had to tell her to speak up as i couldnt hear her then when she put the needle in it didn't feel right and started blending more than normal as i was leaving, she told me to wear my hearing aid next time which i though was so rude ,a a few hours later i noticed a heap of bruising which i don't normally bruise 3 days latter bruising is very visible

I had to undergo mandatory pre-employment drug screening for a seasonal position with Australia Post. At no point was I informed I would be liable for the costs of this testing. Why would I be? I know I'm not on drugs - the testing is required by the employer so obviously they should be paying for it. I have thus far been harassed by DHMs account… Read more

department for almost a year chasing up payment of this debt, despite clearly communicating with them and collections multiple times that I don't believe it's my debt and requesting documentation proving that it is. I said if they provide this proof then I will gladly pay. I also emailed the address provided by collections that they said I should contact to request this. I have heard nothing else from collections, but DHM continues to harass me, only saying that since Australia Post has refused to pay that it is now my debt. Sorry but this isn't good enough reasoning and I am refusing to pay out of principle. DHM is continuing to harass me about this because I guess they think I'll be an easier target than Australia Post and I find it pretty disgusting. I will never pay this debt without evidence it is mine, and DHMs accounts department should be ashamed of themselves.

In April 2026 I attended the St Ives collection centre for partner carrier screening, following my wife's earlier screening which identified her as an SMA carrier, with normal results for CF and Fragile X. Three weeks later a $101.30 invoice arrived for the Fragile X (FMR1) component. It took ten weeks and five separate teams to resolve. Here is… Read more

what went wrong.

THE TEST SHOULDN'T HAVE BEEN RUN ON ME

Under Medicare item 73452, male partner testing is rebatable for CF and SMA only. Fragile X is explicitly excluded, because the female partner's result already determines reproductive risk. This is stated in the MBS item itself and in the published guidance of other Australian pathology providers.

DHM knew this before the test was run. In their first response to my complaint (29 May), the Accounts officer wrote that she had checked with their Genetics department and that I did not meet the Medicare criteria for Fragile X. Despite that, the component was run as part of a bundled panel, no one disclosed it would attract a fee, and no one offered me the option to decline it while proceeding with the components that were indicated.

WHAT I WAS ACTUALLY TOLD BEFORE THE TEST

• The referring hospital antenatal clinic advised the partner testing would be free. • My wife was told at an earlier DHM attendance that if her screening returned positive, my test would be free. It did return positive. I was charged anyway. • On the morning of collection I raised this with the receptionist, then confirmed it with a second staff member. Both said DHM would manage the billing with head office, and that if an invoice was issued I should contact DHM and present my wife's report which is exactly the process I then followed.

FOUR DIFFERENT EXPLANATIONS FOR THE SAME CHARGE

29 May: the account was correct because I had signed the Financial Consent, and because I didn't meet Medicare criteria.

11 June: a new documentary basis appeared I was told "the non-claimable sticker was signed on the day", reportedly confirmed via the clinical supervisor and the collector. The invoice was reduced to $50 as goodwill.

1 July: after I reviewed the request form and could find no such sticker, I was told: "We do not have sticker specifically for this test." The documentary basis was withdrawn, and the position shifted to a verbal claim relayed third-hand, three months after the event that staff had told me I would receive an account. That directly contradicts my recollection, and doesn't sit with the same staff also telling me what to do if an invoice arrived.

23 July: a new term appeared "you did sign the financial consent sticker" merging the generic Financial Consent section with the sticker that had just been confirmed not to exist.

OTHER PROCESS FAILURES

• A written request (1 July) to escalate to a senior team member or to Sonic Healthcare customer relations was never actioned or acknowledged. • When I escalated myself to Patient Services, the matter was routed back within Accounts to the Accounts Receivable Team Leader rather than reviewed independently. • Automated overdue notices continued to issue while the dispute was formally open and unanswered. • At no point across four Accounts responses was my own first-hand account of the collection centre conversation engaged with.

WHAT WAS HANDLED WELL

Once the matter finally reached the Quality Department, the response was professional and considered. They accepted that the antenatal clinic had advised us the test would be free, described the collection staff's advice in terms consistent with my account, apologised for how the matter had been handled, and confirmed the feedback would go to management. I paid the reduced $50 on principle; the final receipt shows $51.30 written off.

WHY TWO STARS

Not one, because the Quality review was genuinely well handled and the apology was real. Not three, because it took ten weeks, four inconsistent explanations, an ignored escalation request and a self-initiated escalation to get there over a test that shouldn't have been run on me in the first place.

ADVICE FOR OTHERS

If a panel is ordered, ask which components are clinically indicated for your specific situation, which are included by default, and which will attract an out-of-pocket cost. Get the answer in writing before the blood is drawn. You are entitled to decline components, but nobody will offer you that framing unless you ask.

I was told by Douglass Hanly Moir Redfern lab person to do my own throat swab - in the toilet! – On 6 June 2024 I attended Redfern Douglass Hanly Moir Pathology with a script from my GP to have a swab taken to test for several viral infections that are currently commonly spreading. The lab attendant elected a throat swab rather than a nasal… Read more

swab. She told me that I had to go to the toilet and do the throat swab myself. I told her I couldn't do that. She then said "what do you want?" I said, "I need someone to do it for me." And not in the toilet! She looked at me blankly with no response. I retrieved my paperwork and left the rooms. My family member recently had a similar swab done (throat & nose) at Laverty's, where the lab staff did the swabs. I asked the NSW Health Care Complaints Commission to instruct DHMP to better educate their staff. The HCCC replied that such action is outside of their jurisdiction. In future I will attend Laverty's for all my pathology requirements.

Just paid a $75 invoice under duress as I can't be bothered being harassed by debt collection agency. I attended a collection centre and my Dr had clearly stated what tests were required. This place decided to do extra tests and charge me for them.… Read more

It had be explained to me that "if" extra tests were required i would be charged. I showed the nurse what my Dr wrote and was still asked to sign my referral to show that the nurse had spoken to me. I initialed the paperwork circling multiple times that my Dr had said no further tests required. They simply reply with "we know better and you have to pay." Discusting service. Have told my Dr to send me somewhere else in future.

I went to your pathology clinic at Glendale in Lake Road 3rd November 2025, arriving in the cold corridor outside the premises at 7:45am, and waited in the foyer for the doors to open. There were no chairs to sit on, and I am a 77 year-old disabled… Read more

man. (If I ever come again, I will have to bring my own chair.) Three other younger men arrived and waited outside the doors with me. We all went into their rooms together and I took the number one card, as directed by their rather unprofessional sign. The man younger than I, who arrived second, was taken by the first attendant, and the youngest man who arrived fourth was taken second by the second attendant, and I was seen to in third place. (I waited ten minutes to be seen.) After my blood was taken I asked my attendant if I could leave a complaint and she told me to go to reception, where I waited another ten minutes to be seen. The secretary there told me that their premises are a separate entity and that I should complain to them, so I waited a further ten minutes to be seen back at pathology. Their pathology attendant said I should complain online, but there was no business card on which the website was written, so she wrote the company’s name on a piece of scrap paper and I asked her if I could borrow her pen to write down the website after which I left, having spent 40 minutes longer there than I should have, had their procedures been properly and professional organised. To improve their business I would suggest that they: 1. Train their attendants to follow their own patient priority procedures properly. 2. Provide seating outside the premises for the less-able patients. 3. Have a professionally-design business card containing their website address.

I Went to Albernarle medical practice in rose bay for blood tests this week. YULIANTI was the technician there. She was extremely gentle, friendly and professional and very efficient. Many thanks for excellent service and for explaining whatever I asked. I hope to get you next time I need blood tests.

I was attended by a young lady called Bree at your Toukley branch yesterday. It is not often I choose to comment on service received but on this occasion I was so impressed by Bree’s work ethic, interaction skills and overall friendly disposition that has prompted my review.

Samia was lovely today at the clinic in the city on Bathurst Street. I usually don’t have to wait too long and all phlebotomists are gentle

I would not recommend this laboratory. A clearly indicated RH factor test was incorrectly processed as a rheumatoid factor test instead. As an emergency physician, I fully understand the distinction and what was ordered, yet the laboratory has attempted to deflect responsibility by implying the “doctor” ordered the wrong investigation. The… Read more

handling of this issue has been extremely disappointing. Correspondence has been dismissive, customer service poor, and there has been no meaningful attempt to acknowledge or rectify the error, including refusal of a refund despite the incorrect test being performed.

Mistakes can happen, but transparency, accountability, and professional communication matter. Unfortunately, my experience reflected none of these.

I went to DHM for regular blood tests plus Urea Breath Test. The form included "copy to patient". A UBT usually means a delay of ~2 weeks to get the results. After waiting nearly 3 weeks I called DHM and was told the results were finalised 2 days ago but I needed to wait for until next week (1 week after my doctor receives the results) before I… Read more

could get them. I am the customer, not the doctor, regardless of DHM protocol says. Eventually spoke to a very rude and abrupt supervisor [Name Removed] who said that's the protocol and basically "take it of leave it". She wouldn't provide any employee identifying number to I could lodge a complaint. I will "leave it" thanks [Name Removed] - today, there are more than enough competitors out there for anyone to put up with senseless protocols and rude staff.

waiting in lab in campbltown private hospital for an hour and ask another person to jump before me and i had to do the test on 8 they are so slow and don’t care

Checked the opening hours and they close at 5pm. I called five times from 4:33 pm on Friday 13 March and the phone rang out every time. No answering service, it just rang out. Then I thought I’d go to the website to see if I could book online. What a web of deception that website was. It sends you round and round in circles and you achieve nothing except wasting your time. DHM you are a disgrace.

I took my 15-year-old daughter to Douglass Hanly Moir Mascot for a blood test. The evening before, I called to explain she has a genuine needle phobia and asked whether someone would be available who could take their time with her. I was assured there would be. I also reminded staff again on arrival. We were seen quickly and the blood was drawn… Read more

efficiently, which I appreciate. However, my daughter was visibly distressed and in tears. She had not slept the night before due to anxiety but still showed up and faced her fear. After the blood was taken, a staff member said to her: “Well, do you feel st^pid?” When my daughter did not respond, she followed with: “Well, you should.” No young person confronting a genuine phobia should be spoken to that way. It was unnecessary and cruel. Compassion costs nothing.

I had an overdue bill. I tried to pay it online but my invoice reference number came up incorrect every rime. I contacted DHM on numerous occasions and was given a 4 digit pin to access direct payment. Each pin failed to open the online form. I tried ringing three times and hung up after 15-20 minute waits on hold. A staff member finally responded… Read more

on the phone and sorted my payment, offering no reasons for the breakdowns on their site. Frustrating

Had a procedure in hospital and received invoice from DHM. As I had private health insurance and procedure was done in hospital I called the accounts team to query bill. They replied I have to pay. After paying, I put in a claim to Medicare and realised that the invoice was incorrect; hospital admission was not documented. I rang back in next two… Read more

days and someone else from the accounts team advised there was missing information, hence account incorrectly invoiced. They told me that they will process the claim on my behalf and I should receive funds in 9 days. 3 weeks later , I still haven’t received my funds back, they are keeping the money I paid them, I have no apology from them for getting it wrong twice and during my follow up call , a male from the accounts team is gaslighting me and telling me he has no record of my initial query regarding incorrect invoice. Extremely poor customer service particularly when they made the mistake twice and then refuse to refund the payment. They have taken my money and wasting my time chasing my $434.

There's an option to BOOK AN APPOINTMENT online, which I did. I assumed doing that means you are seen close to your appointment time. Apparently NOT. I've walked in to the Surgery and despite having an APPOINTMENT was told I still need to take a ticket and wait with everyone else. What is the point of making an appointment? Just say (on your Website) you don't do them and at least people won't plan their day around the FALSE PROMISE.

I walked into Richmond NSW collections centre at about 1.25pm. The woman in the staff room immediately closed the door after I came in. She did not offer any information like ‘I am at lunch but someone will be available to serve you soon’. Another lady had come and gone. After nearly 15 mins I rang the phone number thinking perhaps I would get… Read more

an answering machine that might say lunch between 1and 2. Someone eventually came walking up to answer the phone. He had let someone out a couple of minutes before so that was the first sign I had that anyone was there apart from the woman in the staff room. I asked him when someone would be available to serve me as there was no-one at the desk. He said, ‘that she was at lunch’. That was it. So I asked him when she would be back or someone would be available. He didn’t offer something like ‘she is at lunch but I am available now so can help you’. I continued to press for when someone would serve me as it was sounding like I was going to have to wait until the other woman came back from lunch but I couldn’t establish when that would be. It was about then that she came out of the staff room all aggressive saying I am being rude. By that stage she was pretty right, with having this non event conversation with this young man. Again, however she proved HER rudeness with her immediate aggressive behaviour as soon as she walked out the door. So clearly she wasn’t there to try and de-escalate as she should have been but raised voice etc. In the meantime another poor lady walked in, standing there feeling uncomfortable I am sure and the young man eventually took her in. So clearly he could have served me in the first place but chose to be belligerent, offering no information with a little smirk on his face. The other woman then said, ‘well you will have to wait now, won’t you’. You can imagine the tone of voice etc with a comment like that. Completely unprofessional. Well no, I didn’t have to wait I left and won’t be back.

I am posting this as a warning. Douglas Hanly Moir’s accounts department forced me to pay for their own error. They admitted my doctor filled out a form incorrectly, but instead of billing the practice, they insisted “someone has to pay” and decided that someone was me. When I refused, they handed my details to a debt collection agency who… Read more

harassed me with multiple calls, spoke abusively, and threatened my credit rating. The DHM rep even told me to “take it up with ASIC” if I didn’t like it.

In the end I paid under duress to stop the harassment, but I have reported this misconduct to ASIC. Healthcare providers should never misuse debt collection in this way — it’s intimidating, unethical, and shows no regard for patient care.

I feel sorry for the staff. If they had a system, or if they think they, do, it's not working. Book appointments and then turn up and wait anyway. Electronic forms still have to be emailed to them even though it comes with a QR code. Strange. The number system is so old hate. Seriously. Update your technology. It's easy to see they don't have any competition.

Pathetic. A few months ago I attended DHM Pathology at Bondi Junction. I needed blood taken for testing. Having had blood taken regularly, I know the process. I have small veins so I always inform the nurse that I need small or butterfly needles. I told the nurse and got no response. He went ahead and attempted to insert the needle and find a… Read more

vein. He dug around in my arm causing some pain. He said he couldn't find a vein, could he try with the opposite arm. Again he dug around and couldn't find a vein causing considerable discomfort. I asked for another nurse. I told the new nurse that I had small veins and needed butterfly or small needles. She said they had run out. At that point I was so angry that I left. I also noticed that the premises had rubbish on the floor, it was dirty. Some days later I went to Laverty at Edgecliff. The nurse did a fantastic job, took my blood with zero pain.. The premises were spotless. I complained to the Health Care Commission who took months to respond with "After considering all of the information, we have decided not to take any further action". This whole experience has been extremely poor. DO NOT USE DOUGLASS HANLY MOIR use Laverty.

Absolutely disgraceful customer service - get told my daughters appointment would be cancelled if I didn’t send through the pathology request however never got sent an email address even though I was told I would. I then called multiple times to follow up and get an automated messaged and hung up on each time. Called the enquires line on - 1800… Read more

222 365 and got transferred to the supervisor on that line who was so unbelievably rude and didn’t even say her name answered the phone as “yes”. Gave me so much attitude and no apology for the run around as I had been trying for 24 hours to get a hold of them.

My daughter visited the Gibbs Street Miranda Practice. What a shocking ordeal for my daughter - the door was flung open while doing ECG - her shirt was open for all of reception to see. The person performing tests wiggled the needle, it was like she was trying to hurt her, she then failed to obtain enough sample and so had to go again, whilst… Read more

grilling her on why the tests were being performed. The tests were ordered by a doctor, is that not enough reason. So unprofessional, so unkind, so unethical.

My partner was given a referral to have a nasal swab at Lakewood NSW as he had flu symptoms. He was advised by Douglas Hanly Moir’s employee , to go out to his car and do it himself and then bring it back…… Absolutely disgusting service. He couldn’t believe being told to do it himself.