CompleteHealth Australia Rouse Hill 2-4 Aberdour Avenue, Rouse Hill, New South Wales 2155

"I am seeing 2 doctors here. One for my liver and another for my pituitary gland. Went to Norwest initially to see consult with the specialist for the liver. All went well. I got sent to do a blood test and an ultrasound for the liver. The doctor is in between the Norwest office and Rouse Hill office. Receptionist was lovely. Went to Rouse Hill, there were 3 receptionists there, all looking down on their computers typing away. One thing I know about a customer-facing role is if a customer is in front of you, don't keep them waiting. I felt a bit awkward, none said 'hi' or made eye contact for about 3 minutes. I gave a little cough to remind them, I am here. I got told to sit down to wait for the doctor. Had my consult with the doctor after 20 minutes, which is fine. They didn't have my results, so they called the pathology. I paid the specialist fee here. The doctor advised to get more blood test and an IV contrast CT scan. I did that. The assistant Arifin sent me the referral note, I asked to clarify the referral note as the first note to initially do the blood test wasn't legible. I got no response from Arifin. I had to make a call to my friend who is a nurse at Westmead to see if she can read it. She had another doctor read it for me just in case. Second thing about working in a customer facing role. Make sure you follow-up on requests. A week goes by, I texted the doctor who said that the results didn't come. I called the facility, they sent it. So, texted again the following day, doctor say's scan looked fine, but no blood test. I called the facility again, and they confirmed that the blood test were sent. I texted the doctor again on June 1. No response to this day. Also, I won't pretend to know how doctors work, but I have had so many needles that couldn't go in and both my arms are black and blue, it would be appreciated if the blood tests can be requested in one sitting so as a patient, I don't need to go back several times to get the needle. So many different blood tests that could have been done on the same day instead of different days. I have also been requested to do a liver biopsy which I am not to keen on. Second doctor was lovely. All good there. I had her check my liver blood test and she advised that nothing is jumping at her here. So, I assume there is no more issues with my liver. I will finish up with the second doctor for my pituitary here for my second issue, and hopefully no more issues after. I think that there should be a bit more follow-up and granted the doctor might be busy with so many patients, the assistants should be assisting him in this regard. These consultation fees are very high but I have to wonder on the quality and level of service being provided if I, as the customer has to coordinate everybody else within this process. These customer follow-ups should be tracked and actioned by either the doctor or their staff."

"I am so very grateful to Dr Julianna and her team (especially Tiffany on reception). They were very kind and I was able to have my daughter come in and be seen at the earliest convenience. Dr Julianna was very kind to my daughter and thorough with her check up and testing. She helped get us into another specialist who helped my daughter, who had been sick for 8-9months and hospitalised 4 times. I would highly recommend Dr Julianna and her staff to help you and your sick child."

"Very poorly managed custermer request handling ... cannot get through via 1300 number nor via website contact page.. or even via email. Seems like they want us to come personaly to the practice to make an appoinment . Are you living in past ?"

"Such a horrible experience particularly from Katrina at Rouse Hill in the mornings; Never rushes to answer the phones, makes patients wait unnecessarily and has a rude and dismissive tone. I've called for the 4th time to chase up information she said she would have 2 days ago. I have told my GP to never refer me to anyone under the Complete Health Banner, and I will AGAIN tell the specialist how incredibly bad I have found the reception staff."

"This practice receptionist Tiffany was so abrupt , obnoxious and plain rude . She was asked to provide copies of tests from February 21 to our GP which clearly was not done . Politely asked if it could be done today (assuming uptill5pm aest working business hours ) such a decent request . Started telling me I’m rude etc screaming saying she has to answer phones , cancellations etc . This is absurd . Reminded her today means uptil5 pm , and for her to calm down . Not impressed. If you can avoid this practice and go spend money else where please do so . They need calm compassion listeners ."