Had a VERY DISAPPOINTING experience with this surgery.

I had an appointment booked, but had inadvertently left my purse at home. I only realised this when I went to get my insurance card out to include with my details. I rang my daughter to find out what the card number was and advised the receptionist who informed me that as I didn't have my card I would have to pay $250 up front. Ummmmm didn't I just tell her that I didn't have my purse on me ? I had driven from the country so there was no way I could go home to get it.

Also, due to COVID-19 I hadn't been able to work and asked the receptionist if the Dr was helping those that were experiencing financial difficulties due to COVID-19 and if he would consider accepting my private insurance gap payment as full payment?

She advised me in a very condescending tone that the Dr would NEVER just accept the gap payment from the private insurance company and maybe I should have contacted the surgery to reschedule if I couldn't make the payment of $250 up front.

I had already been waiting a long time for the appointment because of COVID-19 in the first place and was very worried that I was going to lose all my teeth because of my gum issues, but apparently this paled into significance over payment of the account.

This receptionist left me no option but to leave without being able to keep my appointment. She never offered me any other options such as a possible payment plan or any other way I could get around this issue and still keep my appointment. It felt very much like it was all about the money and not about helping the person. In fact she was very abrupt and offered no sympathy whatsoever. I don't think she realises how lucky she was that she still had a job as there are so many others out there, including myself, that are really struggling.

I felt worthless. I have been working for most of my life, but unfortunately as I am a casual employee I am one of the first to lose my working hours.

I left the office in tears feeling very humiliated.

Later in the day, after I had composed myself, I contacted her to see if I could apologise to the Dr for not keeping my appointment? I was advised "DR DOESN'T TAKE OR MAKE PHONE CALLS WHILE CONSULTING"' I then asked if he could ring me when he was free. I got a text message to advise 'DR DOESN'T TAKE/ MAKE PHONE CALLS DURING WORKING HOURS' and to send an e-mail to [email protected] however, I felt very strongly that my e-mail would not reach Dr Chen.

I have worked for various specialists over the years and of course they take and make phone calls. What Dr would not provide communication as part of their service???? If Dr Chen doesn't communicate with his patients, apart from appoinments only, I would be very hesitant to attend this surgery, wouldn't you?

I hope this review helps you to decide if this surgery is for you.