Our Medical Penrith - Jamisontown, New South Wales

karla edwards

A great experience today when things just don't go to plan.
Cathy was very welcoming and helpful when I was a little stressed and needing medical attention. She talked me through the process, entered me on the system and directed me on next steps.
The urgent care nurse continued to offer a personal approach. She was informed and calming and spoke about steps going forward. The Dr involved and nurse in the treatment room were both amazing and very knowledgeable.l and made me feel at ease throughout my treatment. I would definitely go back if needed.

Anthony Ashdown

There's a lack of consistency in care from one practitioner to the next. What one Dr may do varies wildly from the next. There are serious privacy and private data handling concerns that are also not consistently managed. This business is a prime example of why private equity has no place in public healthcare.

The wait times are abominable. The centre may close at 10, but they stop taking patients as early as 6pm at times, which is terrible scheduling management. And if you don't like the wait times, you can subscribe to their membership plan and skip the queue. Yup! That's right! If you can afford the additional cost, you get priority treatment. Which means a person who cannot afford it, or doesn't want the membership could be waiting hours, ahead of everybody else who comes in who paid the membership fee.

It's unethical, and it should be illegal. But they don't care if it's unethical, just so long as it's not illegal.

aseri

Nope… not ‘exceptional healthcare’ @ Penrith as claimed on website. Doesn’t feel like the receptionists or doctors care about patients especially a newborn. One doctor was very lazy to talk about newborns pathology report.. was very awkward talking to someone and leading the conversation of consultation when it seems like they don’t want to do their job. Made me question if I was even in Australia with the quality of human interaction we got from the doctor.

Also was wierd seeing 3 doctors scrolling on their phones on their desks? Checking notifications? Seemed very unprofessional.

Medical centre needs some sort of company culture change with their overall staff. Why be a doctor or receptionist if you don’t want to show empathy to the patients?

Maybe the boss was off those days. Employees were slacking on the days I went.

Alicja Krotofil

I've had hiccups at other medical centres before but I've never been so frustrated and upset with a medical experience as I was here. Before I go on, I hope someone else reads this and considers this before they choose to go here. Its important to feel heard and cared for when seeing a medical practitioner, in my opinion people who are GP's should have compassion for individuals and the public wellbeing and I know when I see a GP I always expect to be treated with respect and care. My experience at the Our Medical in Jamisontown was the exact opposite.

I chose to go here as I knew they did walk-ins and were bulk-billed, which is great for me as I'm a student and have limited money. I arrived 20 minutes before opening and was 3rd in line when opened. However, after check-in, the app told me I was 22nd in the queue. After reading online about it, I discovered that if you have a PAID membership, you can basically come in anytime and skip the queue. So many people came in over an hour later than I did, and were seen by a doctor almost immediately. Not really a great system and as a place that accepts walk-ins, quite unfair to people such as myself who were first in, but had to wait over 2 hours to see someone. I thought this was a place perfect for people who have limited funds but turns out its only worth it if you pay anyways.

Asides from this ridiculous system and the ridiculous wait time, I had a very bad experience with the GP i saw. The doctor i saw was Dr Haque. She called me into the room while still sitting down and typing something up. She did not greet me or say hello to me as i came in, nor did she say anything for the next 5 minutes as I sat there. She finally addressed me and said "so what do you want" without even looking at me. I was hesitant to explain my issue as she was doing something else the entire time. She only addressed me and looked at me once, when i pointed to the problem area on my body. She asked no follow up questions, or asked about any other symptoms or my general wellbeing, she just typed up a script and gave it to me. She did not say goodbye or acknowledge that the appointment was over at all. The worst part is that, she told me the previous patient had left their phone in the room and ASKED ME to do her a favour and to give it to the receptionist as I was leaving. I was so frustrated and upset that I practically left in tears.

When i see a GP, I expect them to be interested in helping me and to take the time to understand my issue. And if not that, then to at least be polite enough to greet me as I come in. I couldn't believe I waited 2 hours to be treated that way. Some people would say to be happy with the service as it's free but I don't agree. I shouldn't have to subscribe to a paid membership to be treated with respect. I hope the centre takes a long, hard look at how their Doctors treat patients.

Emily Pennock

After checking my self in at 4:50pm I asked how long the wait was and how many people were in front of me (as I’m aware that they normally take forever) I was told there was 10 people in front of me and about a 2 hour wait. Asked for a specific female doctor as this is a option on the app to be able to pick what doctor you’d like to go to. 6:38pm I go back to the front desk to ask how many people were in front of me I get told there is now 11 people in front of me and a hour and a half wait STILL! I said how is there more people in front of me then when I first got here. The ladies excuse was there is people have pick first available they get in first. I said how does this work when I’ve asked for a specific doctor and have been on the list to see her? She clearly wasn’t a first available doctor. Will never be going back here again she was a rude cow and not willing to help me at all.

Mary

Unfortunately, like many people I am disgusted with the treatment from this medical centre.
My husband arrived the other night at 5pm with chest pain, the lady at reception had told him they are not taking patients, whilst trying to communicate his needs for URGENT care, he was turned away again! Lucky we ended up in a safe place because if we didn't he could have DIED!! After a very close call (heart attack). I went in to the medical centre the day after (after 4pm) and asked to speak to management as was told she had gone home for the day and they again at 5pm were not taking patients!!
I left my name and number for her to contact me but received nothing.

Yesterday I took my school aged child to the medical centre to see a doctor as he had surgery and wanted to get an opinion on his recovery to be told at 5.45 they are not taking patients again!!
I do feel sorry for the receptionist as I expressed my frustrations on him, he took my name and number and explained that the management team would get back to me and here I am still waiting!!! This is not good enough, these people need to be held accountable. Put more doctors on to support the demands of the people and the needs for the service.

I really do hope my details haven't been binned! And I do hope that I can express my frustrations to the people actually responsible for the mess they leave behind for everyone else to deal with when they go home.

RUN, RUN RUN, if you are thinking of attending this medical centre, please think again.. I will never take my family here again

Sarvin Rodd

I’m writing to address a serious issue with the appointment system at the medical center. My experience today was extremely frustrating. We arrived early this morning and were the first ones at the center to see our chosen doctor, Dr. Shahla who is the best Dr ever. We waited about 20 minutes for her to arrive, and when she did, we immediately selected her as our doctor. However, despite being the first ones there, we watched as five or six people who arrived after us were seen by Dr before us, causing a delay of two hours before we finally saw her.

I approached the management to explain the situation, and the manager acknowledged the issue but stated that there was nothing they could do about it. I expressed my frustration, saying that this was unfair and upsetting, and that they needed to find a solution. Unfortunately, the response was that there is no solution, which is completely unacceptable.

The system clearly has a bug, and it’s causing patients unnecessary frustration. It’s unfair for those who arrive first to have to wait longer due to a system error, and the medical center needs to address this problem to ensure a fair and efficient process for all patients.

Everlilly K

4 hours waiting time!
Arrived at 7:50am and went in at 12pm. Their booking system is terrible and needs to be reviewed. Obviously it is not working and there are a lot of angry people. Very under staffed, room completely filled with sick patients and only 3 doctors on shift. Why have so many seats if you cannot cater to all these sick people?
Doctor was very apologetic, it’s not their fault. Only can blame the businesses management.