Monarch Medical Centre

Reception staff lost all their warmth and charm

I am utterly let down by how this medical practice has deteriorated, with reception staff displaying zero professionalism - they barely glance up from their computers and fail to even acknowledge patients. The previous staff always greeted you warmly with genuine smiles and appeared impeccably presented. My wait to see the doctor extended far beyond an hour, and when I raised concerns, an unfamiliar woman came downstairs who was not the physician I was originally scheduled to see. She conducted my consultation in an outdated treatment room devoid of chairs, forcing me to stand throughout our discussion. There was no computer in the room, and I had to explicitly ask about her professional role as she did not introduce herself. Given my complex medical history, it was crucial that my medical records be readily accessible. During the consultation, an adjoining door allowed a male staff member to walk through the room twice, seemingly working on computers in an adjacent space. This intrusion made me feel deeply uncomfortable and embarrassed. Additionally, the consultation room was noticeably unclean.

Frustrating care with endless admin errors

Healthcare providers seem hesitant to authorize even standard prescriptions, prioritizing financial savings for their practice. Additionally, the administrative team appears overstaffed, with redundant roles leading to frequent errors in patient documentation.

Missed my morning telehealth slot

Scheduled a phone consultation via their website for 9:40, received a confirmation reminder the previous day, yet no call came through. When I proactively contacted them, they casually stated the appointment could occur at any time. Since I have work commitments, I specifically chose a set time slot, making this experience incredibly frustrating as I ultimately missed the call.

Dr Nisha and Ruth made my day

I only write reviews when I feel compelled to do so - I won't pretend that Monarch has always provided top-notch service, but lately, I've been genuinely impressed, and that's entirely thanks to two exceptional team members: Dr. Nisha and Nurse Ruth!! What an incredible experience it has been working with Dr. Nisha during my recent consultations; she's the first physician in years who truly listens and validates my concerns!! I'm committed to seeing her exclusively from now on! Similarly, Ruth is attentive, warm, and always brightens my day with her delightful presence! I sincerely hope the clinic does everything possible to retain these remarkable professionals!! Additionally, the reception staff consistently maintain a welcoming atmosphere!

Fast appointments with caring doctors

The team here is truly exceptional! Every interaction exceeds my expectations, and it's clear they are deeply committed to patient care. No other general practice I've experienced offers such rapid scheduling and responsiveness.

First visit went better than expected

Upon my initial visit to this medical practice, I found myself impressed by the quality of service provided. Securing an appointment with the general practitioner was smooth, and I was welcomed by a warm and helpful reception team. The medical facility itself appeared well-maintained and immaculately clean. A truly excellent healthcare establishment!

Doctors who ignored her serious health concerns

I witnessed a deeply troubling situation where a young woman in my social circle was consistently disregarded regarding her medical distress. Had she not sought private healthcare, her condition could have been fatal. The medical professionals repeatedly undermined her, treated her with contempt, and actively resisted her requests for pain management that would have enhanced her daily functioning. I strongly caution anyone against engaging with this shockingly unethical healthcare provider. Their treatment is absolutely unacceptable, and they do not deserve anyone's trust or patience.

Dangerous medical care put my friend at risk

Absolutely revolting and incompetent employees. They nearly caused the death of my dear 24-year-old friend through their callous disregard, completely dismissing her severe pain. Avoid this establishment at all costs. If the rating system allowed it, I would assign zero stars without hesitation.

Ruptured cyst and dismissive doctors

I suffered a 6cm ovarian cyst rupture with internal bleeding requiring a blood transfusion and urgent surgery. After visiting A&E and experiencing horrific symptoms (projectile vomiting, diarrhoea, inability to keep anything down, excruciating full-body pain, intermittent consciousness, blood in urine), I contacted my GP who dismissed my condition as "nerves". I was repeatedly denied anti-sickness medication due to supposed addiction risks, while enduring unbearable pain that even maximum cocodamol barely alleviated. Instead of addressing my critical symptoms, medical professionals turned pain management discussions into invasive addiction interrogations. They should have recognized the signs of a ruptured cyst, contacted my surgeon to expedite surgery, and taken my condition seriously. Their complete failure to understand my medical emergency meant I was forced to pursue private surgery - a luxury many cannot afford. Without this option, I could have developed life-threatening complications like sepsis or blood clots. Adding to my distress, referral samples for gastroenterology mysteriously vanished three times. When I spoke with the practice manager about the traumatic experience, she bizarrely suggested I should have contacted my surgeon directly - despite my seeking medical guidance precisely because I was unaware of my condition and desperately needed professional intervention. My already fragile mental state, compounded by my father's stage four cancer and recent loss of my brother, was further devastated by the manager's unprofessional response. When I attempted to explain my emotional context, she abruptly shut down the conversation, referencing her own personal grief - completely inappropriate for a professional interaction. At 24, my life has been dramatically disrupted. I've been unable to complete university due to these health challenges. All I want is basic health and compassionate medical care. This practice has been nothing short of traumatizing. While I recommend Dr. Nisha as genuinely caring, the remaining staff demonstrate shocking incompetence.

Frustrating wait times and unhelpful staff

Absolutely the most useless front desk team imaginable. You're limited to phone consultations, only to be informed you must schedule an in-person visit. Whenever you manage to secure an appointment with a medical professional, the constant delays mean taking valuable work time, which then creates significant workplace complications.

Freezing wait for a botched appointment

I was instructed to make an 8am appointment, and when I called, they scheduled me for 10:20. Upon arrival, they claimed no record of my booking, with the receptionist apparently scheduling it for the wrong date. As a healthcare professional with limited time off, this was particularly frustrating. The receptionist offered an emergency slot without specifying a time, and this occurred on a freezing, snowy day. I waited for two excruciating hours without being seen. When I approached the desk, they assured me I was next in line, so I reluctantly continued waiting. Eventually, I requested the name of the person I had spoken with and expressed my dissatisfaction with their service and care standard. Ultimately, I left, feeling completely cold and defeated. This wasted my entire day off, and I won't be able to reschedule for another 10 days. I'm now questioning whether a similar situation will repeat itself. Despite being a long-time patient, I've noticed a consistent decline in their service quality. I'm seriously considering changing medical practices altogether.

Anxious and struggling with asthma attack

I contacted my GP's office for an emergency inhaler prescription. They informed me it was sent to the doctor for signing. As my asthma worsened and anxiety increased, I visited the surgery to follow up. The receptionist stated it would be 'a few hours' and when I explained my difficulty, she dismissively said 'I can see that'. Despite explaining professionally that I work in healthcare and understand the prescription process could be quick, she responded with 'ugh we always get people like you kicking off'. I clarified I wasn't being confrontational, just genuinely struggling, and shared that my previous inhaler-less episode resulted in an A&E admission. I emphasized my anxiety and medical understanding. Eventually, she checked with the doctor and confirmed the prescription was already at the pharmacy. The reception staff displayed zero compassion and seemed to portray me as aggressive, despite my polite and professional approach as a healthcare worker. I was appalled by their attitude and the way I was spoken to in a public setting, which was both unprofessional and insensitive.

Just another average ride

Pretty average, nothing special.

Terrible welcome at front desk

Unhelpful front desk staff displaying a dismissive and unwelcoming attitude.

Ruth's morning care was incredible

Ruth, the nurse I saw today, truly exemplified exceptional care. Her compassionate approach went well beyond what I expected during my appointment.

Quick help from friendly staff

The administrative staff member was exceptionally courteous and managed to secure me a same-day consultation. I'm truly delighted that this is my chosen healthcare provider.

Frustrating wait for an empty clinic

Scheduling an appointment is incredibly challenging. The clinic appears deserted, but they claim to be overwhelmed. The front desk staff are extremely discourteous and unaccommodating! They constantly gossip and show no concern for patient needs.

Doctors never pick up the phone

Absolutely terrible general practitioners - I've been with this clinic for years, and their communication is abysmal. They never pick up the phone, which is completely unacceptable. These GPS are incredibly frustrating.

Empty waiting room and no doctors

In September 2023, I went to the medical centre and found it completely devoid of general practitioners. The waiting area was utterly vacant, with only a practitioner present. What happens to the funds we contribute? This situation reeks of potential misconduct. The practice is an absolute embarrassment. They're actively soliciting new patients via a window advertisement, clearly motivated by NHS payments for each patient registered, regardless of actual patient care. They subsequently decline to provide medical attention. I've formally lodged a complaint and reported them to the Care Quality Commission.

Terrible service at morning rush hour

Absolutely worthless - if there was a way to rate this lower than the minimum, I'd jump at the chance.