I have had the most horrible, disheartening experience with the receptionist staff at Etu Pasifika South Auckland Medical Centre on Cavendish Drive.
My son had recently tested positive for Strep A. I popped by to pick up some medication from the pharmacy before school pick up.

While I was there, I thought I’d ask the receptionist if they could do a swab test on me to check if I also had strep throat.
I asked if I could see a nurse for the swab as I didn't need to see the doctor. The receptionist confirmed that there were no patients and one of the 3 nurses were available and could see me shortly.
I also mentioned to the receptionist that I was previously seen by a nurse who had been rude to me a few times.

After waiting 30 minutes, I asked if she could double check if the nurses knew I was waiting as I was getting late for school pick up. She walked to the back and I heard loud laughing. When she returned she had a louder tone and said to me "YOU HAVE REQUESTED A CERTAIN NURSE, SO WAIT". I informed her that I was fine with anyone as it’s just a throat swab. She then said aloud "SIT DOWN". I was shocked, and I asked her not to speak to me like that. She then said, "Our nurses are busy and they have other work to do besides see patients, they aren't sitting around and doing nothing". I was in utter shock.

When the other receptionist (Coreen) came out, I tried speaking to her, but the other receptionist wouldn't let me get a word in. I was horrified, I felt crushed and bullied. When the nurse came out, I asked her to cancel my appointment as I felt unwelcomed. I requested for the complaint form, but the nurse still insisted on seeing me so I walked with her to the room.
On the way to the room, 2 nurses and Dr Tarucilla were walking past and asked me what happened, and at that point, I was extremely upset and responded, "There’s no point asking as it's normal for patients to be treated this way".

When I was in the room with the nurse, I explained to her what had just happened and that I wanted to make a formal complaint. She insisted that I do not make the complaint. I mentioned to her that the way the receptionist spoke to me was not okay and that I will report this incident to the medical council and the health and disability department. I also mentioned that I have noticed the receptionist’s rude behaviour towards other patients too, especially elderly patients.

She was not happy that I wanted to report the incident, but she did the swab and informed me that she would contact me with the results.
I finally managed to get an appointment today after that incident to check what the results was for my swabs as there was no update on the myindici app and I had not received the results. A couple hours later My appointment was CANCELLED and I received a voicemail stating that I am in the process of being TRASPASSED.

I contacted Dr. Heather and tried to get an explanation and explain what had happened but it seemed that there is no professionalism or fair treatment at Etu Pasifika South Auckland Medical Centre. I also informed her that I had phone recording evidence of what the staff had said to me and that it will be sent to the council with my complaint. Dr Heather wasn’t bothered with what the staff were doing or how their behaviour was affecting patients.

I understand that the medical centres are always under the pump and they could be short staffed but it does not give their staff the right to talk to people with no respect and also bully patients.
The centre also closes early as they please without any warning.
It is discouraging that I have to find a new medical centre for me and my son and these staff get away without any consequences. I already know my complaint will go unnoticed but I hope there is some hope that the staff will be educated on how they should be treating patients. I have reported the incident to NZ health and disability.

One important thing to note is that all the lovely nurses and doctors have all left this centre and only a few remain.

Will they trespass anyone that speaks up?

Worst service ever , im a registered patient here for more than 5 years , it takes 2 weeks to get an appointment doesn't matter the sickness,i had bad cough and been coughing my lungs from time to time on the day of my shudule i have ask to rescheduled around 9am, i tried calling clinic no one answered left call back mesaage , no one replied , so i had to walk in and was asked to reschedule again ,on a different date and time , do they even care what happens to patients health

Dr Francis Katoa: He has been a tremendous help to my Family dealing with Illness and Mental Health Well-being, He has been our GP since relocating to Auckland in 2019 we have as a family followed him and will continue to. Is an integral part of the health and well-being journey of my family so much so my family can rely on his support, and we have the utmost trust and respect for Dr Francis given the complexity of my family's Mental Health issues.

lovely new staff and receptionist! the pharmacist who is based there is amazing

lovely new doctors and nurses!

came here with my mum from aitutaki, we have met dr toeaso and dr francis who have been amazing, the nurse silivia was wonderful also. a wonderful clinic, thank you as youve made my mum feel comfortable at your clinic :)

Great clinic. It’s FREE!!! Can understand why’s it’s so busy in comparison to before the new owners, you had to pay for everything. Awesome clinical staff. Always going the extra mile