SmartClinics West End Family Medical Centre - West End, Queensland

Alexandra P.

I have had mixed experiences at this clinic. While I received excellent care from Dr. Mrunali, I’ve noticed a decline in service quality since her departure.

Recently, I requested a referral for a NIPT test, but Dr. Rams Harvey gave me the wrong form. As a result, when I went for my blood test, the lab was unable to proceed. Not even a month later, I needed a referral for antenatal appointments at Mater. I saw Dr. Shau, who assured me it would be arranged. A week later, I called to confirm, and the reception assured me the referral was completed. However, when I contacted Mater, they had not received it.

This forced me to book another appointment with Dr. Shau, who then attributed the issue to the clinic’s system. To make matters worse, she was reluctant to bulk bill the appointment, despite the fact that the mistake was not mine.

At this point, it feels like the clinic is more focused on collecting fees than providing proper patient care. I have experienced compassionate and professional doctors in the past, but unfortunately, that has not been my recent experience.

John S.

What a terrible service at the reception, at SmartClinics West End Family Medical Centre.
Receptionist was very unfriendly. On call earlier I booked an appointment for my son and said would be bulk billing and at the moment to leave they charge as a full consultation (literally 5min). Ok! I was happy to pay and get the Medicare rebate however the receptionist said that is it and I asked her about the rebate as she replied was not possible because I need to be done the payment using the debit card. For her surprise I did the payment by debit card. She was embarrassed and said: “oh I already sent through and it’s done”. No more information.
What a terrible service and if you are not happy to work in a reception area please do not do it!
I hope I never need the service from Smart clinics again…. And if something happens and I need to come back then I hope do not meet the same receptionist.

Amazon G.

Reception staff were lovely. But this was not a good doctors experience, terrible in fact.
The doctor interrupted every sentence I tried to say and went on to tell me they had 20+ years experience and was trying to help me even though they made me cry by laughing in my face at the issue I was having. Just awful. I got up and walked out of the appointment after 3 minutes because I felt so uncomfortable. I apologised to reception, refused to pay and then left. They should be audited or put under observation because that is not the correct patient etiquette/care. Go somewhere else, these a reason these lots of appointments spare!

Donna R.

Dr Renata Rams Harvey (TERRIBLE)

Worst service I’ve ever experience and to be charged $60 for a 3 minute conversation saying she couldn’t assist me over the phone because she had to examine me physically. Why would all this not be mentioned when booking a Telephone appointment? She didn’t even ask what was wrong or why I was calling, has no customer service skills.

My appointment was at 8:30am (first appointment) and she called so late with no apology or anything, was rude and did not help at all.

I would give 0 stars if I could, never attending this clinic again.

Smile3333

Worst experience. Waited for more than 30 minutes. Doctor said to prescribe me with a new ear drop but in reality she prescribed me the same one, almost making me pay for another unwanted prescription. On the surface, the doctor is polite but at the end you can see how the doctor is not willing to answer your more questions. Cost of 15 min appointment is also high for $110. Very regret to try this clinic today and will not recommend to anyone.

Mark A.

A fantastic clinic with wonderful staff. I have been a patient there for the last couple of years and always seen Vanessa. She is extremely thorough, compassionate and I am very comfortable discussing any and all topics with her. Thank you for always making my visits stress free.

Maddison T.

Dr Jacqui is amazing - actually listens to your concerns and has a plan for next steps! She is someone you can have a conversation with and not feel like she is rushing you or doesn’t care. Would recommended her and the clinic to anyone - the reception staff are also friendly and super helpful!

Winnie X.

This was my first time booking a GP appointment in Australia. Using the HotDoc app, I specifically searched for bulk-billed GP services, expecting the consultation to be free or reasonably priced. After thoroughly reviewing Dr. Campbell's profile and the appointment details on HotDoc, I found no indication that there would be any charges. I have previously tried booking other GPs through HotDoc, where the pricing was clearly stated upfront during the booking process.

Believing that the service would be bulk-billed or inexpensive, I traveled a long distance from my apartment to SmartClinics for this appointment. To my disappointment, the consultation lasted less than 20 seconds. Dr. Campbell briefly stated that the issue was a sebaceous cyst—a diagnosis I already knew before consulting him. He then began typing a referral letter, but when I asked any further questions, his just repeated response was, “I don’t know.”

Dr. Campbell informed me that he would provide referrals for both a private hospital and a public hospital. However, the letter he handed me only included a private hospital. He said the public hospital option should wait for over a year.

After returning apartment disappointed and feeling that my concerns had not been adequately addressed, I received a message from SmartClinics asking me to pay $112 for this consultation. This unexpected charge feels like an act of deception, as there was no prior notice of fees either on HotDoc or during the clinic visit.