Greater Knox Family Practice 43 Boronia Road, Boronia, Victoria 3155

"They changed from bulk billing to private billing. They updated the website but didn't text, email or tell me before or after my appointment that it was a paid appointment. They also didn't change the bulk billing details for online booking through Health Engine. They called me months after my appointment to tell me I had charges on my account, but are unable to send out an email to existing patients to let them know."

"Expect to regularly wait at least 30 minutes as they always seem to run over schedule - makes it very hard to squeeze an appointment into the working day. Very overcrowded parking, sometimes impossible to park at the venue. A few language barriers experienced with the doctors (not helped by masks) which has led to confusion. The reasons for coming here are much less compelling now they’ve started charging."

"I dislike leaving negative reviews. It’s with a heavy heart that I leave this one. I’m disappointed by my recent experiences with this clinic. Both times have left me in tears afterwards because I felt like I was treated coldly and dismissed. I’ve been coming to the clinic for years. I specifically started going to this clinic because it offered bulk billing. They changed to mixed billing. There is this assumption that just because I don’t own a pension or HCC that I have funds to spare. As I explained to the practice manager in an email, as I explained to the doctor over the phone and as I explained to the receptionist unfortunately I’m in a tricky position where I just can’t afford the fees. I’m told it’s only $20 OOP, but I’m not being heard when I explain some weeks I literally have $0 in my account. I’m also told by the clinic “everyone is doing it tough”. I asked to be bulk billed even in the interim while I remedy my financial situation by getting back into the workforce. I’m disappointed because as a former medical secretary I understand that this is a choice those with in charge have made. They can continue to offer people is tricky financial situations bulk billing but they don’t. It is an unethical excuse to push certain patients they no longer wish to see out the door and dismiss them without getting in trouble. I’ve always believed that healthcare should be accessible to everyone, no one should have to chose between paying a bill or going to see the doctor. No one deserves to feel priced out the door and treated coldly. May I suggest offering those in tricky financial positions bulk billing and showing a little more compassion to those who show their vulnerability. It’s not easy to admit to others when you’re struggling. I’ve always been a respectful patient because everyone deserves to be treated with dignity. I don’t feel that I’ve been treated the same in return. Please hear feedback when it is given. It gives us an opportunity to improve. Thank you."

"The actitude from one of the receptionists... I made an appointment and I was surprised to find out they were no longer bulk-billing. I had received information that they were privately billing for new patients and after hours, but not for current patients before 5pm. So I was just asking in a polite way about it because I had been in the clinic last week (with my kids) and that is not what I read in the pamphlet they had there. She told me in quite a passive-aggressive way I had not had a consultation since October last year so how could I have seen it...basically calling me a liar. So unprofessional... I get your job can be stressful but don't take your frustrations on others."

"These guys are now charging $40 for out of pocket expense after Medicare if you have not been here for at least 2 years. So if you have had the benefit of good Heath over that time or are honest enough to admit you have a slight runny nose or sore throat and then turned away within that time frame you then become penalised for this honesty/good health this bridging the time frame out to 2 years as it should only be $20 per visit. I urge people based on this if you want to use this clinic to NOT BE HONEST if you have any symptoms they ask for as HONESTY IS PENALIZED HERE in all ways. The staff at reception are very rude and the manager in the office out the back is even ruder! I WOULD AVOID GOING HERE IF YOU CAN! It’s places like this changing old common courtesy in the world."