"Covid testing"

This response has been published by Care Opinion on behalf of Star Health.

Dear polarisng89,

Thank you for taking the time to give us this feedback and our sincere apologies that you had such an unpleasant experience. Last week we had unprecedented demand for testing, but this is no excuse for providing inadequate or incorrect information.

In response to your feedback this is what we have done:

1. We have updated the statement on the Star Health website to advise there may be a wait in times of high demand.

2. The appointment booking site is controlled by the Commonwealth Department of Health and we have provided feedback that it is incorrect - the site indicates bookings are by appointment when we are actually offering a walk-in clinic as this best meets the needs of our diverse community (and ordinarily there is not a long wait). Unfortunately, we cannot alter the text ourselves but can add information and we have added the following statements:

Please note: Whilst appointment times are available online, Star Health remains a walk-in clinic to support the many people within our community who do not have access to a computer/internet. We’re sorry for the confusion caused.

Please note: We will do our best to see you at your allocated time, but there may be instances where there are some delays. We ask for your patience and cooperation.

3. We have changed the link on the Star Health Website from a link to the above appointment booking site to a link to the more appropriate registration form instead.

Please do not hesitate to let us know if you feel there is anything further we can do to improve the experience of users of the screening clinic. Thank you again for valuable feedback which has helped us to improve our service.

Kind Regards,

Kath Baggaley

Acting Quality Manager