Yesterday my 83 year old grandfather suffered a medical emergency across the road from this clinic. My husband was told by an extremely rude receptionist (I think her name was Emma) that she couldn't do anything for us without an appointment. We were stuck waiting at the front desk with my grandfather awkwardly sitting on his walker. The paramedic on the phone to me was shocked and appalled that no one was helping us. She wouldn't even allow us to take him out the back to the nurses area to lie down while waiting for an ambulance. We stood around waiting while he deteriorated. He became extremely unwell, and passed out while three adults tried to stop him from falling off his walker. The paramedic on the phone was instructing me to tell them they have a duty of care to patients experiencing a medical emergency, and that they cannot just refuse to help my grandfather. The nurses and doctors were fantastic, it was just this receptionist. We had to beg and plead for her to let the staff know what was going on and to help us. Only after my grandfather deteriorated in front of a waiting room full of shocked onlookers did she press the emergency buzzer. I am trying to lodge a formal complaint with much more detail, however on the website the link to the practise managers email for feedback is just a link to another webpage. Once I am able to provide my formal complaint in writing, if not satisfied with the response I will be taking this matter further. The actions of this receptionist were inhuman, appalling and negligent.

I've been attending Mernda Village Medical clinic since moving to Mernda 9 years ago. Throughout that time I have been treated with respect, courtesy, and knowledge by the medical practitioners, nursing staff, and reception staff. I was a nurse in the acute care sector in the past and wanted to make a few comments about the care I've received and observations I've seen. Dr Deshpande has been my general practitioner, and over the last 9 years she has helped me overcome some major problems. She has gone above and beyond in the care she's provided to me. The reception staff are at the coalface of the practice. I've seen them being abused by people in a loud, aggressive, and discourteous manner whilst they’ve been trying to attend to people at the desk and deal with phones that are running off the hook. Sometimes, delays occur when patients are acutely unwell when they present, or the doctor may have to discuss a new diagnosis and treatment options. This all takes time and isn't the fault of the staff in the reception area. If it was us or a loved one requiring urgent care or extra time with a practitioner I'm sure that I/we wouldn't want my/our appointments rushed. I think the staff do a wonderful job given the circumstances they often find themselves in. None of us go to work and expect to be punching bags and cop abuse. So maybe if you find them to be having an off moment, try to use a little honey instead.

I called in 25/07 at 11:30am because I thought I had an appointment here and just wanted to confirm but the receptionist I spoke to was incredibly rude. Interrupted me when I was describing how I went to the wrong clinic for the appointment and when it turns out both this clinic and the first clinic I went to were not the ones I had an appointment at, she rudely goes “yeah that’s what I was trying to tell you we aren’t affiliated with both those places” and offered no assistance. Is it that hard to just listen to someone when they’re trying to explain their situation and are seeking assistance? From the call she could tell I’m a young woman but that doesn’t mean she can abuse her daily stresses on me. And when I was saying my thanks and goodbye to end the call, she just cut me off without saying a word?? It doesn’t cost a lot to have manners and show respect to others. Truely disappointing. I don’t recommend going here unless you have a high tolerance for rude staff. I work in retail and I have and would NEVER talk to my customers that way, no matter how tired or upset I am.

The doctors here are all wonderful. I’ve seen 3 different drs and found them all to be compassionate and thorough. Unfortunately the same can not be said for reception staff: As a new mum on one visit my pram got stuck in the door, I was struggling to get through the entry as it’s on an incline and isn’t an automatic door. The receptionists just sat there and watched for a few minutes and didn’t offer to help me even though I was clearly having trouble and embarrassed. Today I was waiting for the dr to call me to do a Telehealth for my daughters prescription extension. The dr hadn’t called, when I called to query if she was running late, they said “you confirmed YES via text to a face to face appointment” in a rude tone. As if it’s my fault that the appointment was incorrectly booked. When I booked it two days prior I even asked to confirm that it was definitely Telehealth. I never leave google reviews but felt so compelled to log in and write one as to how disappointing the customer service at this health clinic is. Just complete rudeness.

"I have been a patient of Mernda village and their team for the past 10 years, and I couldn't be more satisfied with the care I've received. The level of expertise, professionalism, and genuine concern for my well-being has been exceptional. Every visit has been met with a warm and welcoming atmosphere, making me feel comfortable and valued as a patient. [General Practitioner's Name] and the entire team have consistently gone above and beyond to address my health needs, provide thorough explanations, and offer the best guidance for my medical journey. Their dedication and commitment to their patients' health are truly commendable. At times appointment time don’t go as scheduled in my opinion where ever you go if you want excellent care it is worth the wait I am grateful to have found such a reliable and caring general practitioner and team. Thank you for your unwavering support and excellent care!"

Patients time is valuable too!! Waited for over an hour for a vaccine!!! Seriously!!! Expect better than that if you are not bulk billed and require appointments!!! Worst reception staff ever!!! They won’t even listen to you and will continue to speak over you!!! Rudest people ever!!! The great doctors are not worthy having to put up with the reception staff. Great doctors, two standouts are Dr Bimal and Dr Mansi. They always take the time to explain the issue and answer all questions. The only downside is the long waiting times, this seems to suggest that the centre is overbooking the doctors.

I tried to book an appointment for my son and the receptionist named Emma was so rude. When I asked if there is any appointment available she said we have no appointments for today. But I could see available appointment online at 04:40pm. I booked that appointment and then I contacted again she said sorry we cannot see your son today because he is a new patient and it takes longer to see new patients and we are closing at 05:30pm. Closing hours on website says 6pm. They simply refused see my son because they wanted to go home early. I wish I could give minus stars.

My family and I are regular patients at Mernda Village Medical Clinic. We are so warmly greeted by the reception staff each and every time we arrive. The receptionists have a genuine care and interest in how we are going and are so kind and caring with my children. We can confidently visit any of the doctors at the clinic. A very special shout out to Emma for always trying to weave her magic if we need to get in to see a doctor urgently and a special shout out to Dr Nathan Lay for his attentiveness to our medical issues.

Reception is incredibly rude. As soon as I walk through the doors I was met with rude receptionists lady right off the bat. I was calm and respectful but I was constantly met with rude disrespectful attitude. Something clearly needs to be done about the the receptionist, people come to the doctors for numerous problems/issues the last thing they need is to be treated like they are an inconvenience and rubbish especially if they are already going through a rough or stressful time.

Worst reception staff ever. They have no compassion. My wife took my son for him to be seen by GP, we got the Covid test done as requested, once the results arrived we went to get him seen and they could not arrange an appointment for him for next 3 days. They expect us to have a sick child and not see him for 3 days. 3 reception ladies were not at all compassionate and understanding. Do not go there unless you need someone just treated like a number and not a human being.

Receptionist is beyond rude, 8 months ago blonde receptionist refused to help an elderly man that was in a medical emergency, she’s always got an attitude and I have no idea how she still works here. I went here for 10+ years but cannot do that anymore because they now charge as a private doctors when it was always a bulk billing for children/pensioners and health care card holders. The only good thing in this place is Dr Deshpande one amazing doctor with a heart of gold.

After having lifelong asthma (47y) and a treatment plan I seemed to have little or temporary improvement in my breathing. I think I had 30+ hospital visits in 3 years before I moved to Mernda. Thanks to a strong action plan and constant investigation, (Dr Fast) it was discovered my asthma was mainly allergy induced. I now have a strong and targeted asthma plan for allergies. I still have regular issues with my asthma but in the last 3 years, 3 visits. Thank you.

Very good clinic and range of doctors to choose from. The doctors are very helpful and I would love to go back but some of the receptionist are disgusting and plain rude, especially the one with brow/orange hair who always have mean look and just talks like we are her peasants.I won't be going back just because of her. (Not using my real name because I wanted to be anonymous as I have good relations with the other people there)

Took my 14 year old son in who was seen by Dr Saty Baht. Very happy with his service to my son. Showed concern and very quick diagnosis with extra help offered by allowing me to leave with a referral to the hospital if condition worsens or doesn't improve very soon. Usually you're made to go back and its all time consuming. As a mother of 4 I can't express what a help that is. Thank you for your caring and professional service.

The doctors are great at this clinic especially Dr Deshpande and Dr Bhat. Unfortunately the ppl that run the place are pathetic! And as for the two secretaries there they need to re-evaluate the meaning of how to be professional at all times and learn how to deal with pressure! Especially blonde with the glasses highly recommend don’t deal with the immature sook cause you will want to slap her one!

Had a very BAD EXPERIENCE Receptionist need a training how to talk with patients they are loud, rude and unprofessional, when ever you call they always fully booked no appointment available and luckily if we had a chance of getting booked, their is long waiting never ever checked patients on time ruined our whole day not satisfied with service.

Wish I could give no stars. My partner went in with an ear ache, the doctor didn't even check ear and offered her botox at $5 a unit and said that will fix your ear! Then gave a flyer for his private weight loss clinic for $300 every 3 weeks. REALLY And the receptionist were rude. Wouldn't take a feral rat there for treatment.

wow! this centre doesn't take emergencies if they have no appointments and you don't have a licence to drive to the next available medical practitioner. I am appalled that a medical centre can say no to a child with a head injury when call to ask if they can come in. wow i wonder if they would do the same to an allergic reaction.

So sad to read these reviews about the reception staff. I have always found them to be kind, pleasant, friendly and very efficient at what they do. I have never heard a bad word or any rudeness from them towards the patients. I find everyone in the clinic to be more than helpful and kind. Would recommend them to anyone.

My family and I have been going to Mernda Medical to see our lovely and dedicated doctor Manasi for over 10 years now. Emma and Karen at reception are just as lovely and always go out of their way to help us wherever they can. Thanks for everything ladies, its always such a pleasure dealing with you all.

Love this place, great staff at reception, face doctor is Manasi, she's beautiful and my kids also enjoy seeing her, very helpful and friendly. They have also allowed me to advertise school holiday flyers in their reception area no hassle!! Defs recommend this place great for families too!!

I have been going here for over 2½ years and have always received great medical advice (especially from Dr Deshpande).The reception girls are also very helpful. I don't understand the 1 star reviews here. Doesn't add up at all from my experience.

Appointment at 5.10pm and still haven’t been seen at 530 One other person in clinic When I asked at reception could give me no reasons or any eta of when o would actually be seen Ridiculous for a UK text book reading sub par doctor Zero stars

Edited Dr Bimal, A great humanbeing, a brilliant doctor. Among few extraordinary men on this earth. Have no words to thank your great help and support. But they have worst reception staff, pathetic and bully, have no compassion for patients.

Absolutely disgusting after patients attending this clinic for many many years they are now charging pensioners. They cannot afford it and seeking bulk billing clinics. Get your act together. You should be totally ashamed of yourselves.

Excellent doctors especially Dr Bimal and Dr Manasi. Always kind, polite and very professional. Feel so lucky after very negative experience at a practice in Westfield Plenty Valley. Can't recommend all the staff highly enough.

Doctors are great, receptionists are appallingly rude and show a complete and utter lack of empathy, they are not the gatekeepers they are meant to be part of the team that is here to help. Formal complaint on the way.

Have no problems with Clinic itself and have a very good doctor in Dr Tan, only problem I have is their online booking system, it is hopeless since they changed from the Health Engine booking system

The reception staff here really could do with some customer service training. Everyone is stressed and doing their best, but that is no need to be rude to patients for absolutely no reason.

I wish i can give them 0 star thay are so irresponsible speacialy admin staff at front. I called 10 times even though i booked phone consultation but nobody care.please dont go there .

Absolutely disgusting GP, so awfully rude. An old smoker GP. No compassion & should not work in an industry that requires any form of compassion. Ban her from practice.

The reception staff are wonderful, and even though we have to wait sometimes, it's only because the Dr is willing to listen and spend extra time if necessary.

The female doctor a total female dog who would have made me very ill with her consult no empathy total lack of care i walked out she should not be a doctor

I am very pleased with this clinic . Dr Mona Sharma is one of the best doctor there , very kind and helpful , Dr Bimil is very good too .

The reception staff needs to be given a basic training in manners. Have absolutely no idea on how to speak to people respectfully.

Absolutely amazing doctors here, definitely the best ones in the Mernda/Doreen area (we've tried many others around here)

Ive had mostly positive experiences here. Our Gp is lovely and the other doctors ive seen have been good.

I want to rate no stars!!!! Arrive 10min ealry still waiting one f##### hour later …

No bulk billing unless you are a child under 16 years of age, pensioner or have a health care card.

worst service!! GP hesitate to give treatment to me, when I went to this clinic with paramedics

This very well may be the slowest pathology clinic in all of Melbourne. …

It's not a bad medical centre, my doctor does a good job managing my health.

Very poor wait times and shocking communication by reception staff.

1 star is generous! Absolutely disgusted with my experience today.

Great medical practice Fantastic family orientationed clinic

Dr. Shrestha. Great doctor, thorough and caring.

Terrible wait times and rude counter staff.

Very rude and misdiagnosed my child.

Excellent service