Lifeline Medical Centre Otahuhu

Dear Management,nI am writing to express my disappointment regarding my experience at your clinic this morning.nWhen I arrived, I was politely speaking with your receptionist, Sara. Unfortunately, I found her manner to be very rude, dismissive, and unhelpful. When I asked if I could see Sital, she abruptly replied that I could not and that I would have to see Payal instead. It wasn’t what she said that upset me, but the way she said it.nI felt so embarrassed and uncomfortable that I told her directly that I found her behaviour rude. People come to your clinic because they are already stressed, worried, or unwell. The least we expect is to be treated with kindness, patience, and respect.nOne of the reasons I chose your clinic was because of the excellent service I had previously received, and I have even recommended your clinic to others. Sadly, I no longer feel the same. Since the newer reception staff have joined, I have noticed a significant decline in customer service. I left feeling that my concerns did not matter and that there was little care shown towards clients.nI kindly ask that you look into this matter. If needed, you may review your CCTV footage from this morning, as it will show the interaction. I hope this feedback is taken seriously so that other patients do not have a similar experience.nThank you for your time, and I hope appropriate action is taken.nKind regards,

nnI am extremely disappointed with the customer service at this clinic.nnI called to book a vaccination appointment for my 13-month-old son and waited on hold for around 20 minutes before my call was answered. The first staff member answered but did not say anything and disconnected the call. When another receptionist answered, she seemed to be in a hurry and did not take the time to listen to what I was saying.nnEven after I clearly explained that I was booking an appointment for my son, she started trying to book an appointment for me instead. After I corrected her, I was simply told to call back in 10 minutes because she did not have the information she needed. This meant I was expected to call again, wait on hold for another 20 minutes, and explain everything from the beginning.nnUnfortunately, this is not the first time I have experienced poor service from the reception team. Similar issues have happened on multiple occasions, and I have previously raised these concerns with management. Although I was assured that improvements would be made, nothing appears to have changed.nnAfter reading other Google reviews, it is clear that many patients have experienced the same problems, including excessive hold times, calls being disconnected, poor communication, and reception staff who seem rushed and do not listen carefully.nnThe doctors may provide good medical care, but the reception team is the first point of contact for patients, and the current level of customer service is disappointing. Patients deserve to be treated with patience, professionalism, and respect, especially when calling about medical care for their children.nnI hope the clinic takes these concerns seriously, provides better training for its reception staff, and improves the appointment booking process so that patients do not continue to have the same experience.

I have had a really great experience with Lifeline Medical Centre Otahuhu. They have such an amazing and caring team, especially Dr. Imran — honestly, one of the best doctors I have come across. He always takes the time to check everything thoroughly, listens carefully, and provides excellent medical advice and support. I truly appreciate the care and help he always provides.nnI would also like to give a special mention to Payal at reception. She is so humble, kind and incredibly helpful. Her customer service is always excellent, and she is always willing to help with a smile.nnThank you so much to the whole team, especially Dr. Imran and Payal, for always making me feel supported and well looked after. Highly recommended!

We have been going to this clinic since I was a child, so over 20 years now, and I can honestly say that although the doctors are good, the service and receptionists are not.nnThere have been multiple instances where I have called reception and been placed on hold for over half an hour, only to be hung up on without warning. I then have to call again, and its a toss-up on whether they hang up again or actually listen to what I have to say. This happened just this morning. I placed a call at 12:12, and I was 6th in line. As soon as I reached 1st place in line, at 12:32, I was hung up on without warning. Twenty minutes waiting, progressing in line, and now I am on hold again at 7th place. Why?nnFurthermore, this appointment should have been made last week, where I requested to be called back by their automated system. I left my full name, along with my number, and my issue for calling, expecting to be called back in a couple of hours maximum. I ended up waiting the whole day, never received a call back, and now I am stuck calling today.nnAt other times, when my call is answered, the receptionists hardly wait to even hear my issues before hanging up. Every time I feel rushed and unable to voice my problems, and I highly doubt the receptionists care either way. For a doctor's office to act in such an unprofessional manner is completely unacceptable. Moreover, the rudeness and rushed manner of speaking averts my mother, whose English is not as good, from calling this office. How many other customers are they losing from this behaviour?nnOther issues at reception here include doctors not calling back when we request over-the-phone appointments. We were very happy with this service when it actually operated well, but there have been many instances now where doctors don't call at the appointed time. My family lives over 30km away, and we cannot always make the drive out to Otahuhu, so we used to be very happy with this service. Unfortunately, I have lost all faith in any of it.nnWe kept the same practitioner because we thought the workers here cared about their patients. It is slowly becoming obvious that all they care about is their paychecks.nnMy second call has now been on hold for 22 minutes. If this one also gets hung up on, I will be switching clinics.

Friday morning was freezing but had to get up as I had an appointment with the doctor at 9am. Got there and was told to go upstairs as she’s sitting upstairs. Got upstairs and door was closed so I waited. Waited for ten minutes and just as I was about to knock, doctors opened the door. Went in took a seat, she asked what was wrong with me. So I proceeded by telling her why I was there. Not even five minutes to our session and she said that she had to go as she had another patient waiting for a procedure downstairs. I hadn’t even finished telling her all the things that I went in there for. But she kept trying to kick me out of the room and telling me that she really had to go. I’m like I booked this appointment and I’m paying for your time. This isn’t the first time that something like this has occurred but this is the first time I’m addressing it. Then she prescribed me some medication for muscle pain. I asked if the medication was sedative because I DO NOT want to wake up in the morning feeling crogy and tired. She told me ‘No mo it’s not sedative’ got to the pharmacy and the technician handed me the medication and he said that the medication makes me sleepy so make sure I don’t drive after taking it. It’s says on the box too that the medication can cause sleepiness.nI like this clinic and that’s why I keep going there. I have no problem with other doctors. Although I think they should listen to the patient as they’re trying to explain the symptoms and how they’re feeling. That is the whole point of going to the doctor. I’m really disappointed and I didn’t even see the nurse to check my vitals. My bloodnpressure, and my blood sugar.nI want things to change at this clinic. Receptionists need to smile snd greet patients properly. Then the doctors and nurses.nnUNHAPPY PATIENT

Directions to Lifeline Medical Centre Otahuhu with public transportation

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