Offspring Medical - Hawthorn

Extremely forgiving doctor and staff for being late to appointment, and extremely good use of appointment time.

I now drop into the office as historically it has been a complicated and time consuming process to manage appointments and the necessary referrals. Anita was great and we worked through to the best outcome.

Reception staff were great, polite and helpful. Building is not accessible for prams or wheelchairs which is pretty alarming for a paediatric clinic. Reception staff were often having to lift prams up and down, they did a great job but it’s very inconvenient. On this day our appointment was just over 25 minutes late with no acknowledgement or apology of it being late by the doctor, which I find rude. Other experience have been online and with another specialist which I can’t fault. Appointment wait times aren’t to long which is great.

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The specialist himself - great. Receptionists (multiple) in person and over the phone - unfriendly and inefficient.

Our specialist at Offspring kindly fast-tracked my son’s care. He was kind and professional and gave us plenty of time. The reception staff have always been easy to contact, and the management has been coordinated.

Could not fault Meredith she is amazing but the whole practice is not set up to help the customer. There is no hi caps meaning the parent of the potentially sick child has to make sure they keep the invoice to spend more time at home on admin. Then there are the amazingly long wait times if you call. Why would you not outsource that. As a parent of two children I have no longer than about 3mins of time in between one of the kids needing me for something. When I first called I had to spend 30mins on the phone. There is no excuse possible for your practice to have similar wait times to Australia Post. Your reception team seem to move at a snails pace and usually two of them will join in on a conversation with a client. You have enough staff to be handling the call volume. If not outsource it. Thirdly you are a paediatric specialising medical clinic- why do you have ONLY stairs at the front door- surely you see many babies in prams and have a higher percentage of clientele who would need a ramp to get in. All of these things I have listed seem to be common sense which is why they frustrate me so much.

The doctor we saw was amazing and so lovely with my child it’s nice to have a doctor with empathy and that can really work with children

Dr Sam Mehr was excellent. Highly recommend. Efficiently dealt with our concerns within one appointment. Very grateful to Dr Mehr. Location of practice was good some parking nearby

Lovely staff, can't really fault the experience. To make it easier for the reception staff you could note to new patients that there are steps at the practice entrance? They had to help me with the pram and it was quite awkward. If I'd known I would have just used the carrier instead and saved them some trouble. Not a big issue, just an idea!