Upper Hutt Health Centre

The standards have significantly declined in recent years; it's nearly impossible to secure an appointment. I was informed that if I wake up early enough, I might snag one of the four same-day appointments, as they no longer allow bookings in advance. I'm parting ways with them and taking my chances elsewhere.

I have been visiting this medical practice for years and adore my current doctor. However, the recent switch from Manage My Health to the Vensa Health portal has been a complete disaster, with half of the portal not functioning online. It left me in tears trying to navigate it, and I'm no fool. They should have stuck with Manage My Health; at least it was mostly functional and easy to use.

I consulted with one of their physicians in mid-January 2024 and was prescribed medication. Fast forward 5 months later, my condition remained unchanged. Frustrated, I returned to the clinic to speak to the practice manager about this unacceptable situation. Despite her unavailability at the time, I received a call from the general manager two hours later. I expressed my dissatisfaction with the lack of progress and the unfairness of having to pay to see a doctor again just to receive another prescription. I made it clear that I was not willing to be a guinea pig for their doctors. I explained that I cannot afford to spend money without assurance of success. However, she simply stated that it was unfortunate the medication didn't work and advised me to see another doctor, which would require more money I don't have. There was a complete lack of empathy for my situation, and no effort was made to offer a solution. I was appalled by her behavior and had expected better from someone in her position. It felt like taking your car to a mechanic, paying for repairs, only to find out the issue wasn't resolved. Then, having to return to the same mechanic, pay again to fix the same problem that should have been resolved initially. It's outrageous! The conversation was going in circles, highlighting that this practice prioritizes profit over patient well-being. She refused to acknowledge the doctor's error and offered no resolution. Instead, she became impatient on the phone and abruptly ended the call. This behavior is utterly unacceptable. I have been a patient at this practice since 2008, and this is the most poorly I've ever been treated. To add insult to injury, I had to pay for this treatment. I wonder how many others are in a similar situation but are too afraid to confront them as a healthcare provider. It's no surprise they have so many one-star ratings.