Hamilton East Medical Centre

Still holding my personal information and access to ManageMyHealth hostage nearly four years after leaving this clinic due to hostile, unsympathetic doctors and receptionists both.

Frustrated beyond belief that I may have to take these idiots TO COURT to get this sorted out!

My partner and I were patients at this clinic FOUR years ago. Had a very negative experience with Dr Zig Khouri where he belittled someone who'd just been through something traumatic when we went in to get mental health help. We immediately tried to transfer our records to a different clinic. They transferred mine but they refused to respond to requests for medical records for my partner for three years. During that time they disabled his ManageMyHealth account to such a degree we had to talk to their dev/tech support team. We weren't patients! They had no right to do it and we have not even had a smooth doctor's appointment anywhere else without something Hamilton East has done coming up. We left early 2020, it is now late 2023 and it just will not end.

Have been with this practice for roughly 10 years and everything used to be great! My doctor was Mark Vaughn and he was absolutely wonderful. He would go above and beyond to care for myself and my family. He has since resigned and Dr Chin has taken over his patients. Unfortunately today I took my son in with 3 different problems. By the time I got to his skin conditions which I was only needing cream for, I was told sorry your out of time next time double book an appointment and quicker than I could blink we were usherd out the bloody door. I have NEVER felt so let down! It is hard enough to get an appointment let alone get time off school to have him in there. Absolutely appalling doctor. Also a week before hand I had a chronic endometriosis flare up and instead of giving me pain relief he refused and instead referd me to ED. If things are to complicated for him to deal with then your unfortunately just another number. All for the money and stuff all care given! Highly disappointed.

Extremely unsympathetic and unprofessional staff. An absolute disgrace to the Healthcare industry wouldn't recommend anyone go to this clinic they will take your money and boot you out the door after belittling you and offering no help, solutions or solid advice. Extremely rude reception/admin Staff. Doctors that belittle and mock you. Absolutely terrible.

I'd like to specifically shout out the ladies at reception in this clinic, because they really are superstars and make the whole process so much easier. Specifically Edyn, she was so lovely and really went out of her way to help me when I was having some issues with the phone appointments. I'm not sure who reads these reviews but if management is reading this give Edyn a raise! Matter of fact give all the reception ladies a raise because everytime I've interacted with them they have been super helpful and kind, and when you're sick and needing help that's really all you could ask for.

No one answers the phone.if they finally do, you have to wait a week or more for an appointment and not even with your own doctor.used to be good.

Was their client for 15 years. Due to low level of interest from GP initial symptoms of spine collapse due to osteoporosis were missed - changed GP to better one, but it was too late - I became disabled and lost income as can't work. I used to be a doctor myself, so can see what was done wrong.
For this 15 years they lost all normal stuff, only shareholders are sitting waiting for retirement and other stuff is quickly rotating. No one will care about you - as soon as you become complicated case for them, they will try to get rid of you, using all methods, even illegal. And when (not "if", but "when") they will throw you away, they will stab you in the back as a farwell, by no repeating a script for your essential meds for next period while you look for another clinic to enroll to.

I think the care here is really excellent. However, the call / support seems to be a bit patchy. Everyone is always super kind once you get them on the phone but good luck getting through. No matter what time of day I call, I'm waiting on the line from 5-10 minutes at minimum. I find the Centre says they are open at 8am but they do not start answering the phones until at least 8: 30am. During Level 3 lockdown, my family had an appointment for flu shots and were told to call from the parking lot to have someone escort us in. But they never answered the phone for over 10 min while we waited in the parking lot!
Update: HEMC has now added a feature to their phone system which tells you your place in the queue and this helps.

The GPs are reluctant to check skin spots for cancer - send you to the skin specialist next door. Didn't offer covid vaccine till late in the piece. Still can only book virtual consults if you use the online booking system, even though Waikato is in orange traffic light system.

Unfortunately the more patients you turn over better for business which is a priority. Max 15 minutes consult face to face with GP $54.00. (Charges are based at 15 min intervals) The GPs are great, Administration need to place more emphasis on the PAYING CUSTOMERS. After all that I'll be moving to another Clinic where people are important)

Waiting is way too long. I called on Wednesday morning, the earliest appointment is next Tuesday and this is in summer.
I hate to think what it's going to be like in winter months.
HEMC used to have emergency doctors which they don't now (as receptionist said to me). So if you are sick, you need to go to another clinic (they said to us to go to Anglesea!). So what's the point of registering?

Disappointing.

Revirw updated s the experience has improved. Still no emergency doctors but way better service now.

I thought the admin is getting better this year but not really. Our entire family are patients at HEMC only because of Dr. Asit Parekh. I know a few nice and kind admin staff but I must have been unlucky last a couple of years. If you mishear and give a wrong answer, you will be yelled at. They don't have patience with the patients. The review section should be divided in accordance with teams.

My entire family has been with HEMC since 2003. Were very good then but over the years and lately the administration has gone down is putrid right now. My wife in the high risk category had her appointment for the covid vaccine on friday 20th August at HEMC. She got a call on the 19th saying no vccine will be given as scheduled due to logistical issues. This is contrary to the government policies on vaccination as informed by the PM. My wife contacted the Corona hotline for vccinations and got an appointment for the 20th of August at a pharmacy. If the pharmacy could do it why not the HEMC? Lethargic disorganised inefficient administration at HEMC. We remain with the HEMC because of our GP Dr. Nishkala Pasupati but are now entertaining thoughts of moving out as enough is becoming enough.

Kai Ora,
I had my second Jab at HEMC. It was excellent experience. The staff is so welcoming with smile on face & dedicated to the patient. Thanks for serving me & keep giving ur best.

Had our covid vaccine this afternoon at HEMC. Informative, quick, professional service. Felt like a very slick well oiled machine. Overall an amazing experience. Also felt very safe within the current level 4 covid restrictions. Well done to the amazing staff who made this a very pleasant outing.

Really great service, reception were quick and ended up getting my vaccine on time. Doctor was approachable and friendly to all my questions. Highly recommended.

Lovely practice with friendly staff! Went for my first covid vaccine and was in and out with no hassle.

This place has been taken over from one of the most thoughtful & caring drs who has now retired to the biggest disappointment of a dr. Never met such a rude & uncaring doctor in all my 55yrs.

Clean and tidy, reception hard to get a hold of when trying to make an appointment, typically have to wait over a week to get an appointment

Extremely rude staff. Not empathetic. Don't allow you to talk at all. Super patronising. Horrible experience. Specifically the staff answering phones; they are rude to no extent and would start yelling if they get asked to repeat incase if it wasn't understood. They make sure to make feel worst then what you are already feeling. Customer service sucks.