Imaging Associates Radiology Camberwell 4 Prospect Hill Road, Camberwell, Victoria 3124

"I’ve come here before and it was great, but today’s experience was a stark contrast. My appointment was at 1.30pm on Tues 15th of Aug. I wasn’t made aware before my appointment that I would need to have my referral letter on hand and thought my GP had emailed it to the clinic already. When one of the receptionists (red hair) told me they hadn’t received it, she was very frustrated and her tone became passive aggressive. I apologised and explained I thought they had it, and offered to call my GP on the spot to have it emailed to them. The receptionist’s tone and body language did not shift - she didn’t say anything other than ‘well we can’t do the scan until we get it’. I called my GP right away, who emailed it to them within minutes. While waiting in the waiting area, I started to overhear the the two receptionists complain about how frustrating patients are when they don’t have their referral letters, saying we’re dumb and that it’s common sense, etc. I was totally shocked! It was so loud that everyone in the waiting room could hear it so clearly, and it felt like they made a point to be loud to make me feel bad. I was facing the other way and listened to them complain about me and other for about 3mins before I couldn’t listen anymore and approached them. I apologised a second time for the inconvenience and explained that I just didn’t know, and that I wouldn’t have been upset had we had to reschedule if the referral didn’t come in time. The receptionist said ‘well we just can’t do the scan without it.’ When it came to the scan, the technician was wonderful and so empathetic, but obviously I was so shocked by what had happened that I was tense the entire time, which impacted the images captured from my scan. She was so kind and apologised for what happened. After my appointment, the other receptionist (brunette) apologised for what I overheard and explained why they get frustrated by patients who don’t have their referrals ready. She kept saying ‘I’m sorry you heard that but it’s frustrating for us because…’ over and over, and I just felt so humiliated and awkward. I just wanted to leave but she kept talking at me, in front of everyone, trying to ‘apologise’ and tell me she felt bad. The whole interaction left me crying in my car, in public. It’s just not an apology when you say you’re sorry ‘BUT’ - stop justifying your behaviour and take responsibility for your actions. The receptionist I dealt with initially wasn’t even there either. I hope these staff members learn from this. It’s totally inappropriate to complain about your patients, let alone in the workplace, during work, loudly AND in front of them so they can hear. They’re working in an environment where patients are already feeling vulnerable and nervous - why would you think this behaviour is okay?! I hope they learn to have some empathy and how to hold themselves professionally at work. This really was not okay."

"It was great to simply walk in and have the x-ray taken. Although the radiographers told us they can assist with forwarding to the hospital for our surgery, the receptionist refused to do it or allow us to have copies. She stated that they require Hospital to request access to it. Luckily, we got our copies by downloading their app next day!"

"Very friendly reception and radiologists-caring and welcoming!"

"Very kind and empathetic employees. The rooms are also very clean and modern."