Terrigal Medical Centre

My experience with one of your doctors was very disappointing. During the entire consultation the doctor was using headphones, as she was in a waiting call (I could hear the 'waiting music' on the other side). When her call was answered, she simply paused the consultation and started talking to the person to solve personal issues. She didn't even apologised or explained anything. Even my physical examination was done while she was having this phone call.My health was definitely not treated as a priority.

We’ve been seeing a doctor for years she is brilliant the nurses are very lovely however their prices are ridiculous if there is a mistake you have to pay for it even if it’s not your fault! Is it least $80 to see a doctor and they charge before you even have the appointment. We forgot to pay for an appointment because we got rushed off for bloods and The receptionist rang and said you hadn’t paid and we said will be back to pay on Monday she said every day that you are late we will keep ringing you until you pay your bill. No compassion. Disgusting behaviour from receptionists

Waited 45 minutes for a 9:30am appointment. No one followed me up with my blood test results and when I asked for a follow up call it never happened!

Great doctors but some of the rudest “customer service” I’ve ever experienced, not interested in listening or helping just getting proving you’re wrong and.getting away and doing something else.

Rude receptionists, doctors that are dismissive and don’t listen to you, and crazy high prices. In the last year I’ve had to pay full fees for a doctor that completely tuned out what I was saying, talked over me and gave me an irrelevant referral and another doctor that accidentally marked me as having attended my appointment and moved on to the next patient while I sat in the waiting room just outside her door for over an hour, never getting called in (no apology at all). Frequently had GPs take other phone calls in the middle of a consultation. Also get charged $89 every time just to get recurring scripts or to receive test results that come back normal. Never had a positive experience, never going back.

I have been a patient of Dr. Douglas for at least 20 years. Recent experiences suggest to me that all is not well with her.I have been seeing her 4 times a year, my most recent visits being in September and December 2022. 8 days after my September appointment I had a separate appointment with a 2nd doctor to whom Dr. Douglas had previously referred me, and which Dr. Douglas and I discussed briefly in my September appointment. In this separate appointment I learnt that my previous referral had expired (such referrals last for 12 months). I then set about obtaining a new referral from Dr. Douglas.Over the next 4 weeks I made 5 attempts by phone to obtain this referral, all unsuccessful. In one of these calls I was told that Dr. Douglas was unaware that I was seeing this 2nd doctor. The 2nd doctor's secretary then phoned Terrigal, asking for a new referral. She was informed that Terrigal had no record of any outstanding referral requests (I had made 5), but then did receive a referral from Dr. Douglas. Unfortunately this referrral was simply a copy of the previous one that had expired. I then decided to wait until my December appointment for this new referral.In my December appointment with Dr. Douglas I was informed in rapid succession that it was my responsibility to ask for new referrals when they became due, that on no account could referrals be issued without a prior consultation (I had seen Dr. Douglas just 8 days previously), and that I had been rude to Terrigal staff on multiple occasions (untrue - I am very careful not to be critical of, or rude to, support staff, but I imagine I made my dissatisfaction clear). Interestingly, a new referral was sent directly to the 2nd doctor within a few minutes of my departure. And she said she would be unable to continue to be my G.P.In this December appointment, and on one recent earlier occasion, Dr. Douglas came close to tears. On the first occasion she accused a patient of shouting and ranting at her (I was seated a few feet from her room and heard nothing), and then she complained about always having to work until 10 pm.At this point in time I cannot, in good faith, recommend Dr. Douglas.

Very rude, reception staff at both Terrigal and Avoca Medical Centres with maybe the odd exception, i actually dread calling if i need to make an appt. A little courtesy and a friendly manner go a long way. No one actually wants to be at the doctors, why not try and make it a more pleasant experience for all.

After going to this clinic since I was a child and now taking my two children for the past 7.5years, I have unfortunately had a very disappointing experience with one of their practitioners (Unfortunately our regular doctors Dr Bennett & Dr Tongue were unavailable - both fantastic doctors). I was charged $180 (2 x appointments of $90) to ask 2 quick questions of this particular doctor (one question about my 5 year old and one for myself) this took no more then 10min for both of us! She then put it through as 2 seperate appointments and charged me $180 NEVER have I ever had this happen from the other doctors there. Since questioning the practice manager I was informed that it was basically tough luck, ask next time if they will charge you twice. It’s apparently up to the discretion of the Dr themselves. I think discretion in this case was thoroughly lacking and $$$ focused.

The one star is for DR Janet, several other Dr’s are great as well. The issue at this practice as it is with many others, is the excessive fees which are explained by the receptionist as necessary due to the loss of earnings for the doctors thanks to the government. The gap from Medicare no longer satisfies or supports the doctors earnings. I am fully aware these issues exist between doctors and government subsidies and that Dr’s have a right to choose. Now there simply is no gap, not at this practice anyway. After more than 15 years as a loyal patient at this practice, along with my four children, I have not once asked to bulk bill an appointment despite being a single mother for many years. There is no consideration or allowance for me to receive bulk billing today after a random unprovoked physical assault by a stranger, “ ironically near the practice” which saw me hospitalised. Aftercare or duty of care for a loyal long term patient who is suffering does not exist. It was suggested by the receptionist after explaining my plight, that I enquire at another practice nearby that may be able to help me. I seriously doubt it, I’m not a patient, and if my own clinic won’t help me, why would they. Quite frankly I am offended and extremely disappointed.Ps. I am very well aware that you are a private practice, hence I wrote what I did. Sometimes a bit of compassion and empathy wouldn’t go astray, especially when the practice would have been reimbursed by my victims compensation shortly afterwards. All I was asking for was an updated referral.

I see a lot of criticism for DR Janet Drewitt-Smith posted; I can agree that she’s very efficient, no nonsense and sometimes has a coffee during our appointments. But she is also the most observant, educated and thorough DR I’ve had. I’ve moved further away, but when I don’t know what’s wrong, or for a second opinion, I make the trip to see Janet. She’s guided me through 3 pregnancies, helps me manage a strong family history of cancers and has been right multiple times when other Dr’s have been wrong. She doesn’t bulk bill, not even for children, but I always feel confident after seeing her that I know the correct next step for whatever issue we’ve seen her about and as I work and have a young family, that’s what I need in a DR.