Our Medical Home

The young man at the reception tonight was chatting with some waiting patient( it was small/long talk not related to the business) while i was waiting at the front desk. He saw me and he still continued the chatter. He finally came to me and ask if i signed in in the system. I said its not letting me ,and then he said thats because we dont accept… Read more

anymore ( 8"30pm) And yet he saw me standing there for a while and he didnt bother tell me. I had to wait for him to finish whatever it is they were talking about.just to be told ithe que is closed. I was just dropped at the clinic. You should have told me sooner.so my ride dudnt leave thinking i will be there for a while

No respect for patient time — fundamentally broken booking system I've been a patient at Our Medical Marsden Park for some time, and my experiences here have been consistently frustrating — not because of the quality of the GPs themselves, but due to a booking system and queue management process that seems entirely designed to waste patients'… Read more

time.

The most glaring issue is the inability to book appointments in advance. There is no phone booking, no online pre-booking — you are required to physically attend the centre just to secure an appointment. To add insult to injury, the app only becomes usable once you are in close physical proximity to the centre, meaning you must drive there simply to find out whether a GP is even available. On multiple occasions I have made the 10-minute trip, waited, and only upon arrival discovered that the GP is fully booked and not accepting any more patients that day. That wasted journey — time, fuel, and effort — could have been avoided with the most basic digital infrastructure.

While the app does show GP availability, this information is not reliable enough to act on. I have turned up based on what the app indicated, only to be turned away. There is clearly a disconnect between what the app displays and what is actually happening at reception.

Today's visit was particularly poor. There was only one receptionist on duty with a queue of roughly ten people. That sole staff member was simultaneously managing file work and assisting patients in complex transactions — meaning there was nobody available to answer even the simplest enquiries from patients standing in line. Queue management was non-existent, and the wait was unnecessarily prolonged as a result.

Once you do manage to secure an appointment through the app, the problems continue. There is no queue position indicator — you have no way of knowing whether your wait will be fifteen minutes or two hours. Your only option is to stay on-site or keep returning to ask reception, which adds further pressure to an already understaffed front desk.

"A medical centre asking patients to drive in just to check availability, with no queue position tracking and chronic understaffing at reception, is failing a basic duty of care to its patients' time."

The fixes required here are not radical. Remote bookings, a live queue tracker in the app, adequate front-desk staffing, and a reliable real-time availability display would transform the experience. Until these are in place, I cannot recommend this centre to anyone who values their time.

Receptionist does not pick up the phone, on hold for 45 mins the other day and then today the same, tried again on hold still waiting and it’s been an hour. She will not pick up phone and tell person on the other end to hold whilst serving a client.

⭐️ 1 Star – Absolutely Disgraceful Behavior from Our Medical Kellyville I’ve held off posting for a while, but after what happened last night, I feel everyone in our community needs to know how awful this clinic truly is. At 9:39 PM, we rushed to… Read more

Our Medical Kellyville after noticing blood coming from our 1-month-old baby’s belly button. We were terrified — any parent would be. The receptionist, Katrina, told us to wait. We waited until 10 PM, only for her to then tell us the doctor couldn’t see us anymore because they were “finishing for the day.”

Let that sink in — a 1-month-old baby was bleeding, and they refused to see him because it was closing time.

Even worse, one of the doctors was standing in the lobby chatting with random people the whole time. When we asked if he could quickly check our baby, he said he was “too busy” and “finishing in 10 minutes.” He then spent another 20 minutes doing absolutely nothing.

When we questioned this, the receptionist was rude, dismissive, and completely unprofessional. She even said, “Doctors don’t have to see anyone, even if someone is dying on the road.” That comment alone says everything about their attitude toward patients.

This is not healthcare — it’s heartless, money-driven negligence. Our Medical Kellyville has always been disorganized, but refusing to see a bleeding newborn crosses every ethical and moral line imaginable.

If this is how they treat sick babies, I can’t imagine how they treat everyone else. Please — avoid this clinic at all costs. Go anywhere else, even if it means driving further. Your health and your loved ones’ safety are worth more than dealing with this disgraceful place.

The staff on duty, including receptionist Katrina and the doctors who refused to help, should be ashamed of themselves. They should not be allowed to work in healthcare at all. Doctors available but did not attend the baby Dr. Ian Davies Dr. Rokshana Hassan Dr. Ravi Vallabhaeni Dr. Mohammad Asaduzzan

The receptionist that worked on 22/03 at Our medical in Cranbourne just lets her friend jump infront of other patients that have been waiting after 2 hrs to see doctor Moyo, I witnessed it right in front of me ! After also hearing her friend tell the receptionist various times "please im happy to wait like everyone else" the… Read more

receptionist advised her to go sit down its all good

Her friend was the very next patient in ! Whilst everyone else has been waiting over 2 hrs !

When I confronted the receptionist she didnt know how to respond as she knew she was caught out

Absolutely appalling behaviour , Everyone is at the doctors for a reason and just because you are friends with the receptionist doesnt mean you get special treatment

The Police, funeral home and us have been trying to ring since Thursday and no one pick up the phone, went to Annerley on Saturday and did nothing. Doctor told reception he would be getting a call and still no one bothered to answer the phone. Receptionist told my daughter that police could come in and wait to speak to the Doctor. My Daughter went… Read more

again on Wednesday after trying to ring Monday and Tuesday with no one answering. only to be told by Doctor he was waiting for Funeral home to sent him and electronic on line Government form, so he could fill it out. My family will never go there again.

Logged in using the App, made an appointment, which is a total failure, previously we could see the number of people in front of the queue, but not sure why the management removed that system which is useful when clients could have refreshments whilst waiting for the turn, the management doesn't care about thousands of reviews, I think they're… Read more

making enough money and don't care about the customer service. I think the members should report to higher authorities to have a look at reviewing the appointment system, maybe get back to the old card system

I arrived at the practice and was the first person there. After an hour I asked how much longer my appointment would be and was told that it may be another hour. Avoid this practice if possible. If I could give zero stars I would.

1 hour and 55 minute wait so far and they've finally told me still habe 6 in front. Looks like they only ever have 2 drs on and they seem to take their tike and walk around socialising with other area colleague's. Spend the $25 gap and go to a private practice

had appointment at the Caroline Springs clinic, the Doctor i saw was incompetent, could not speak English and was about 90y/o, no joke it took 30secs for him to get from entry door to seat. Doctor name was Arun Kumar.

Rostered on Drs show up late or not at all. instead of amending the website roster to reflect actual Dr availability, management require patients to physically go in to check whether or not their Dr is available which is ludicrous. You can’t just phone in to check, like a normal medical centre, you’re required to waste your time, take a chance by… Read more

going in repeatedly over and over again until you (hopefully), go in on the same day your doctor is in! The app doesn’t allow you to book in with a specific Dr unless your physically on the premises, making it virtually impossible for patients to “guesstimate” when their Doctor might be in. I’ve made six attempts to see my doctor in recent months. My most recent attempt was twice this week. I went in early, ahead of my Drs rostered 9am start time on this particular day, only to be told (unsurprisingly by now), that they were expected to start later despite what the roster said. I returned the following day, as according to the roster my Dr was supposed to be in all day. Again I was told, that contrary to their rostered days/times, they weren’t expected in! Why is the roster on their website if it’s a bunch of fairytales?! It is frustrating to say the least and UNPROFESSIONAL on the part of management. Can I suggest that a roster made available to patients online needs to reflect actual Drs real availability?! I can’t be the only patient repeatedly inconvenienced by this set up. I’ve even offered to come in and amend the roster myself, if they can’t find a staff member to do it. How do other centres manage? I’ve been in on every day of the week trying to get test results ordered months ago. I feel sorry for the exasperated reception staff who practically beg you to complain to management as they have to bear the brunt of patient complaints about how this centre is run. It’s a shame because it could be a great medical centre with better management.

Complaint Regarding Poor Reception Service I would like to raise a formal complaint about the unacceptable treatment I received from the receptionist during my recent visit to your medical facility. As a newly arrived migrant in Australia, I came to the clinic with my 11-month-old baby, who was experiencing a chest infection and had trouble… Read more

breathing. Despite the urgency of the situation, the receptionist showed no empathy or sense of priority. She insisted on completing the app registration before offering any assistance, ignoring the critical condition of my child and my repeated concerns.The lack of compassion and professionalism was extremely distressing, especially in a medical environment where patient care should be a priority. This experience has left me deeply disappointed, and I do not recommend this clinic to others, particularly to vulnerable newcomers seeking timely medical help.I hope this matter is taken seriously to ensure others do not go through a similar experience.

I waited for 4 1/2 hours for the first available Doctor. I got [Name Removed] I had come in because I lost my new heart medication script from the last doctor and needed a new script and the instructions given to me from my last consult with another nice doctor. [Name Removed] asked me what medication it was. I was unsure as it was a new… Read more

medication. He became very impatient, rude, and dismissive. He said he did not have time for me after 1 minute in his office. I asked if he could show me the screen so that I could point to the new medication. Then he picked a medication and wrote a script for another medication, when I said that I thought it might me the wrong script, he was very rude. I said in a polite way, please to not speak to me that way, then he kicked me out. The receptionist was kind to get me another doctor. When I was waiting for the other doctor, another lady told me that [Name Removed] had misdiagnosed her son with nappy rash when she thought he had foot and mouth on his face!!!. When she tried to show him the notes from the child's kindy that foot and mouth was going around, he became rude and dismissive This behaviour was very confronting for me and unexpected. I have a heart condition and thought that he would have just given me the correct script

Worst medical centre go elsewhere – I am writing to formally express my disappointment with the service at Our Medical Marsden Park on 21/02/2025 at 1900 hrs. I visited with my 9-year-old daughter for her ongoing regular treatment with Dr. Deepani Peiris, only to be told that the clinic was at full capacity. Despite the centre being open until 2200 hrs, we were turned away and asked… Read more

to come another day.

As a shift worker, it is already challenging for me to align my schedule with medical appointments. My daughter’s treatment is quick and could have been accommodated, yet we were refused service. This was not only inconvenient but also deeply disappointing, given that the centre was still operational at the time.

I would like to raise the following concerns:

1. Service Denial- Turning away patients while the clinic is still open is unacceptable. This practice leaves patients without necessary treatment and creates frustration within the community.

2. Lack of Real-Time Updates & Booking System in the App- Your mobile application does not indicate when the centre is at full capacity. If this information were available, patients could plan accordingly or seek care elsewhere. Additionally, the app should allow patients to book appointments from home rather than requiring them to visit the clinic and wait, only to be turned away. A proper booking and queue update system would significantly improve the patient experience.

3. Staffing Issues- I witnessed multiple patients being turned away, which indicates a need for more doctors on-site to handle demand. Expanding your medical team would improve service efficiency and patient satisfaction.

It is concerning that Our Medical Marsden Park has a Google rating of just 2.3, based on over 1,000 reviews, highlighting a consistent pattern of dissatisfaction among patients. If these issues are not addressed promptly, we may escalate our concerns to the Health Care Complaints Commission (HCCC) for further action.

I urge you to take immediate steps to improve patient care and operational transparency. Please provide a response detailing how you plan to address these concerns.

Poor Medical center – One of the most shocking medical centers. This center doesn't care for patients, they care for numbers. I was on hold for 45 minutes and no one attended the call. I was asked by them for some special test, where they had to call me back, but I never got a call. Rude staff. Even the reviews do not work for them.

An absolute disgrace to the Medical fraternity!! – NO STARS, minus 5 Stars. If these over rated bell hops think I'm going to wait an hour and a half AFTER my due appointment to see them, they got rocks in their head. They are overbooking with $'s in mind, NOT your health and well being!! I sat there watching people going in and out like a production line to the ONE Doctor, at sometimes 5 minute… Read more

intervals, yet over an hour and a half wait for me beyond a booked, scheduled AND confirmed appointment. In between this I watched astounded as this Doctor covertly put other people (Chinese) to the front of the line, via a mobile phone. These patients were walking into the Doctors consultation room unannounced, without being called?? How does that happen, without your name being called? The Doctor is txt'ng them to come in on a mobile phone, that's how! They must think people are silly and can't see what they're doing. Their time I pay for, so thinking my time is less important, so they can ride the money train, is an absolute joke on them. Avoid this place like it was a den full of rattle snakes. Don't complain if you end up a victim after reading my review and all the others, you've ALL been duly warned!!

Big thank you to all Medical Dental Kellyville – Our Medical Dental Kellyvile, I would like to use this oportunity to thanak you Diane who is recipitionist as I had first contact with her is very professional and very helpufull. Dr Malik took an interest, his knowelege, experince and taking the time to provide a good explanation of each procedure,why it needs to be done and how much it… Read more

cost. I suffer from chronic pain, fibromyalgia,whiphiplash enjury, tinnitus. Dr Malik is treating me with the laser therapy before he is starting fillings treatments. Usally after the fillings I would be in bad pain and I would have the brain fog for few months but with dr Malik treatment I am able to function the day after the treatment. The nurse Janelle is understanig my chronic isusses and taking it very seriously. Janelle is encouraging me,communicating with me like what is next step of dr Malik. Janelle's calming voice is giving me strength to keep going. Her touch is exacttly timed when pain is started to feel. She is positive, always happy and very dedicated and highly professinal. She always cleans thoroughly while dr Malik is working on my tooth and doing it with hight dedication towards the patient and Dr Malik. I wrote about my issuses as it took me long time to find a dentist who can treat me with all this issues. Acutally Dr Rati osteopath recommended Dr Malik. I would liket to thank you all team and looking forward to see you in January 2025.

Kristina Vincic

I can not believe that GP's would ever speak to a 70 patient with a long history of injury to humiliate me – 70 yrs was referred to 2 GPs with same surname both rude and professional males

Bad experience – I saw Dr Charles Hayes and he could not of been less helpful, I am 63 years old and when for test results for my knee xray with progressive arthritis follow up., he said there is nothing that can be done its old age. No discussion of physio, injection nothing , he said the specialists were a waste of money. I just walked out thinking thats all I … Read more

got was your old and I am lucky its not worse than it is. I have trouble walking up stairs. The reason i had the xray was to take to my orthopaedic surgeon for a review as it stems from an genetic condition. Unfortunately I didn't get that far with Dr Hayes as apparently according to him I was just too old. I would hate to see how he treats serious conditions.

Don’t go. They don’t care – My Medical Home has become an utter joke. The service that they provide is below 3rd world country standards. I put my hand up and admit I thought I had another repeat on my script for my type II diabetes medication . Last night I went to the centre at 8pm. Usually at that time you can see a doctor. Nope fully booked out. I asked the… Read more

receptionist if she can kindly perhaps ask a Dr if he be happy to do a e-script only without needing to actually be see. Lady receptionist said cannot be done. Go to hospital for script. Hospitals just don’t give scripts out.

Move forward to this evening, get there 7pm after work three hours before closing time. Same thing cannot take any bookings. Once again I pleaded if Dr just can give script even if I was willing to wait 3 hours and be the last patient. . After being asked to lower my voice which I never raised my voice, and even after making it clear I am not blaming the front desk, one Dr who at this stage was at front desk said put him down if he’s willing to wait, however reception said no. When I said to this Dr that service has declined badly in last 12 months, he said cause Drs on holidays.

They tell me to use Telehealth which I said I did but doesn’t allow to use drs from centre, receptionist then informs me the service only available from Tuesday-Thursday between 12-2pm or try come during the day or earlier. I said my work hours I cannot get there at 7am when they open or any earlier than I arrived tonight.

While I was pleading with reception a young family came in with their son tie which looked to be bleeding badly, asked if they can see Dr as they see it as an emergency. Nope they just said take him to the hospital. Didn’t look at it closed or cared at all.

I called Norwest Health Medical centre and asked if I could see a Dr for tonight. She said they are fully booked out for tonight. I told reception my dilemma, and she ok come in as a walk in and we will fit you in, and Dr will see you when they can. Waited max 15 mins and was seen.

So we all should abandon this centre. Go to surrounding medical centres for next month so they feel it in the hip pocket.

Poorly Managed Medical Practice – Gave this medical practice 5 stars approx one year ago.. Not now. Tried over two days to be seen.This place is a circus and would rate below Nepean Hospital Emergency and that is saying a lot. I agree with most of the 1 star reviews particularly when on the second day I arrived 30 minutes prior to opening and discoverd that 15 patients had booked… Read more

in via an apt and were before me. I understood that it was first in first seen. Where is the apt booking advertised/promoted. Never again.

Waste of time – This medical centre has a lot of potential, the technology for check in and services at the Our Medical Kellyville centre is great. However, patients are waiting up to 3.5 hours for a standard consultation. No telephone appointments available, this is ridiculous. You have to wait 3+ hours for an appointment then return and wait again 3+ hours just to receive pathology results. Waste of time. Would not recommend.

Pathetic experience – Pathetic, is the only way to describe my experience today, I was diagnosed as covid positive from a swab on the previous day and recevied results via text, doing the right thing I tried to call the centre to find they don't take phone calls until 9am. So I used thier app for telehealth, three times I went through the process after it… Read more

continually dropping out. Eventually I got through to the centre around 2pm and was told well put you in the queue for telehealth. After 1 hour I calkwd back and was told It normally takes a few hours, after 4 hours enough was enough. I couldn't x all the center because they stop answering phones at 5pm. So I went to the center.when arriving after a 35 minute drive I went to book in using the app and was informed they were not taking anymore patients. So I enterthe centre with a mask on and when stating that I had covid I wS told to get out and wait outside ( in the pouring rain). I refused and told the person mt story she asked my name and said your next in line on telehealth now get out..... what a pathetic jouney

Avoid – Twice I have gone for help once I had to spend the entire time correcting the Dr on the fact that he kept calling me a different patients name and I told him this is not me or my diagnosis...he didn't want a bar of it, so I asked to see someone else to which he opened to door and kicked me out (dr so).... today had baaad stomach pain, aches,… Read more

chills, lowwww BP, and was advised to drink water and sent me on my way... nonpain management or tests or ultrasounds. Never answer the phone and showed them my phone while being in the waiting room that iv called the phone before I got here, it's still ringing and no answer... no empathy at all

Terrible Organisation – Terrible Organisation. Long wait time to see our GP. 7 in front when I went in. Waited 2 hours queried how much longer to find I still had 5 people in front of me. We left without seeing him in the end as we had to pick grandkids up. I've swapped four emails with the business manager re having a system to make appointments. Doesn't seem to… Read more

care at all. Flatly states that the company won't be implementing an appointment system. Great GP though. Dr Ward is absolutely fantastic.

Called to get a Telehealth consultation. Waited 35 minutes on hold to be told they only do them between 11:00am and 2:00pm.

I give up. At the end of my tether with their terrible system. Would give 0 stars to there company if I could.

Not good service – On going to doctor , doctor told me my sugar was high gave me paper work but didn’t think to look at result on paper report until my friend looked at report to find they where another patients report Then wait on phone yesterday almost 2 hours no answer then manager told my friend she would get call back within 2 hours didn’t happen what a joke

Crap – They say they close at 10pm. I got there 5:30pm and waited an hour and a half just to get told to leave at 7pm. Day before I got there 8pm and got told to leave when I got there as they’re not taking anymore people

WHAT A NIGHTMARE – If you don’t have a phone in this medical facility you are screwed, you cannot sign in because they want you to have their app ( I DON’T WANT ANOTHER APP ). Try ringing and getting through to reception ( best of luck ), seems that at this Medical practice the least amount of human contact and common sense the better. Give this place the wide berth.