Te Waiora Your Community Health Service - Te Waiora Your Community Health Service 10 Ladys Mile

Useless! Tried to take my sick baby to get her chest checked, they dont answer the phones so I turned up in person, got told it's not their day to see casual appointments and that they were fully booked! The carpark and entire waiting room was empty, like not one person....they wouldn't even let my baby see a nurse!

Asked at reception to make an appointment to see a female doctor. Was told there was no available appointments till the end of July. Only urgent appointments left. I then repeated myself and asked for an urgent appointment to see a female GP. Was told I could see a nurse in a couple of days and that one would call me to tell me the time later that day. It's been a whole week no call to let me know appointment time. It's ridiculous that a receptionist expects me to disclose my medical needs to her, in front of a que of other patience so, she can follow through with my request to get in to see a GP. Nobody ever answers the phone or replies to messages left. And blood tests I had done 6 months ago with serious information on still hasn't been sent to me or notification of what's in them. They sent out one follow up letter that was lost in postage and called that the job done.

My only complaint is being put on hold and having to listen to that song, Tears in heaven! Omg half of us ringing are at deaths door, suicidal or support a dying loved one. Last song I wanna hear.. Change the dam song!!

I recently switched to Te Waiora after a horrendous experience with my Levin-based GP. The moment I walked into Te Waiora I could sense this was a much more inclusive centre (not just old, white and stale). Dr Robinson and all other staff I have dealt with have been fantastic and treat their patients with courtesy and respect. I cannot understand the low Google average review as my experience thus far has been completely positive.

They wont answer the phone and it can take days to just get through. Most of the nurses are great, but there are a few that are rude, un -caring, and robotic. The Doctors they use change all the time and I havnt found one who seems to know more than I do about whats wrong. Today one of the Doctors made me feel eternally grateful that I even got to see him at all after my appointment was changed with out my knowledge from seeing a nurse to seeing him . What a huge expense to build this complex only to have so many complaints about it.

Impossible to get through on the phones, huge surprise if you ring and you get through. Its always on some sort of answer machine, then time to time u cant leave a message due to their voicemail box being full. Would of thought being a doctors practice they would put you on hold or in some sort of que. They need to make better use of the patient portal app, can only ever book an appt with one gp through the app and they don't use the message option either. One of the receptionist doesn't have a polite friendly matter and looks like she's very unhappy working there

Just like some of the other complaints. Getting someone to answer the phone is like going fishing in the middle of the desert…. You ain’t catching nothing!!

Trying to get a human to pick up, when phoning in, is like pulling hens teeth - so frustrating. I did query this one time and was told they have 6000 patients and it is impossible for them to answer every call. I have on occasion phoned right on the dot of their opening time - so I do not anticipate 6000 patients would be calling all at once and I am guessing some of those patients would be babies and children. I have read back a few years on some of their reviews, up to 3-4 years ago and people were complaining about the same thing all the way back then! To be fair - COVID hit last year, so one may be a tad forgiving, at least over the last 21 months (as at March 2020 or thereabouts to Dec 2021). The stress on the health sector has thus been horrendous to say the least which I am guessing may have compounded any existing issues within the practice (that is just a guess on my part - so unsubstantiated). Just over six months ago I wrote a letter of complaint dated 1st June 2021, which I had hand delivered over the counter at Te Waiora. On another occasion I saw the person the letter would have been given to and asked if she had received it - she said yes and they are working on it BUT; still no reply to my letter and still no reassurance of the failure in their computer call-up system having been fixed. I did not end up following up re a reply to my letter, simply because COVID had hit and the issues facing the country took precedence at that time. I had had the wherewithal to follow-up because I come from and work in the health arena; but there are many of our people who do not and who may not feel confident enough to question and challenge consequently may let things slide and not present for their screening. With all that being said, good work should not go unnoticed so thank you to the reception staff at Te Waiora - those of you who offer a smile when a sick person enters through those double glass doors - who speak with kindness no matter how frustrated you may get with tetchy patients, acknowledging you have a screen staring back at you that requires your attention to do what is required as part of your role. To the nurses and doctors who work under strict time constraints (I could go on). I will put up a couple of photos of my letter of complaint because there is alot in that letter I feel may articulate the sentiments of others. Noho ora mai - may you all strive for wellness and most of all, stay safe.