Elna Medical Clinic Plateau Mont-Royal

Earlier this week I was told over the phone to arrive as early as possible on Saturday in order to book an appointment for this week. I arrived at 7, and others arrived soon after. The clinic is listed as opening at 8. It is now after 9, and it’s still closed. People in the line up are obviously either sick or in pain, sitting on the floor, no one knows what’s going on or whether anyone will show up today or not. This is similar to my past experiences at this clinic, you have to arrive hours before they open, and even then you’re lucky if you get an appointment. If you’re not going to open on time or at all, post it online. Large group of exhausted people are losing their patience here.

Had an appointment with a dermatologist at this clinic, and it all went smoothly. Came it at the time they gave me and in less than 15 minutes I was being evaluated by their dermatologist. I was out of there in less than an hour. The appointment was scheduled 2 weeks earlier via their very fast email service.

Yet again, i went on Saturday at 10, they are supposed to open at 8.... still closed. It really seems like the clinic open on Saturday when the staff feel it or not. It's very unprofessional and experience that 2 times already...Nothing to complain about the service inside but it's not too much to actually respect your hours of opening. Especially when you close at 13h the same day

I had a very poor experience at this clinic. I understand it's a pandemic, and it complicates the healthcare system but this was unacceptable. Their appointment making service was very efficient, and I was able to make one just fine. But once I got there, I had to wait 45 mins for someone to see me. Then they said I had to see a nurse (very minor/easy procedure), and then I had to make another appointment to see a nurse (on a different day). They could have easily saved my time by telling me I wouldn't be able to see the nurse the same day.

This review focuses on the walk-in clinic policy limiting 5 individuals to see a doctor. This morning (Saturday) my wife and I showed up at the clinic nearly 1-hour before doors opened at 8:30am. We had no idea that after waiting for an hour we would be turned away because we were seventh in line. Fine, I get it that policies are in place for limiting walk-ins. But what I think would be helpful is providing clear and visible policy rules online, visual signs once at the clinic, or similar, for obvious reasons. There's a reason this clinic averages 1.9 stars (at time of review) and I think it's less to do with staff competency and more to do with poor / lack of communication.

would not recommend. waited hours on end for the clinic to open and no employee ever showed up we all abandoned and had to come back another day to try again. then when I was actually was able to get an appointment i experienced what i feel is discrimination.

Elna review2 appointments with this clinic. Positives and negatives.I first visited to book an appointment. A receptionist told me where to go online and book it. I did. My appointment came and went. I received no phone call (during covid it was just calls) at the specified time. I was not sure the precise issue. I have an Ontario health card. I suspected that as the problem.I then visited the clinic. Receptionist Nancy finagled me an appointment for the following day. She was helpful and kind. The other receptionist, after I articulated my frustrations with an appointment coming and going without receiving the call that I was supposed to, said “it’s just a day” (a paraphrase by memory). I didn’t appreciate this sentiment because I felt I had a valid concern. If you’re promised an appointment and it doesn’t occur, you have valid cause for frustration. And perhaps an apology is even in order.This appointment occurred and it was helpful. No complaints there.My second time booking an appointment I visited the clinic again because I figured there was something with my Ontario health card that caused a problem with my original tapmedical.ca booking. The receptionist told me to book online with them and so, hesitantly, I did.Then the appointment time came and went and I received no call. I then visited the clinic and explained to the same receptionist what happened. She responded that I had to book online. I was perplexed and frustrated at this point because that’s what I had just done. 2 times. And both times it didn’t work. But luckily I knew Nancy was helpful last time so I waited for her to come back. When she returned I informed her of my problem. She inspected the system, saw that I did indeed have an appointment (not sure what the problem was: was it my health card? Something else? Human or system error?), and proceeded to finagle me a future appointment. She also apologized which was soothing for this frustrated customer to hear.The appointment was in-person and the doctor was genial and helpful. I received my referral. He told me to come back in 4 days after the ultrasound for the results. But the ultrasound technician informed me that the result was nothing to worry about so I let it lapse past 4 days (6/7+ days?). Then I went in and the doctor was on vacation. No need to follow up.So in light of this, I don’t suspect I will return to Elna. And, since I’m from out-of-province, I was a paying customer! Since the “review us now” email only includes a 5 star rating option (perhaps include a form for feedback?), I figured I’d write this detailed account here.Suggestions: email system for ultrasound results; train receptionists that they should handle edge cases re: online booking and that apologies are usually appreciated by clients when they were promised appointments and they don't occur (to take her side, maybe she was told be superiors to only say “you have to book online”. In this case, my criticism is with her superiors).Overall, I must give 2 stars (even though I promised a one-star talking to Nancy because of the first appointment lapse). One stars for missed appointments and unhelpful interactions with that one receptionist (she sat to Nancy's right). 5 stars for Nancy (give her a raise maybe). 4 stars for medical services rendered. Averaged to 2.4. Thank you. Please follow up with any questions.

Update: Unfortunately, despite the earnest response to my original review and my subsequent follow-up with the clinic, I have to say their service is completely unacceptable as a healthcare entity. After repeated follow-ups for test results regarding a worsening condition, the best I received was ghosted emails, a reply email asking for my RAMQ (not followed up with), and an unhelpful receptionist upon calling. After 2 months of seeking help, I now have to start from square 1 at another walk-in clinic. Disgrace of public healthcare resources.Original:I’ll update this from one star when they fix their patient experience. The clinic was supposed to contact me after getting lab tests done. No word after weeks. The clinic is impossible to reach: they do not answer the phone. They have not answered my emails. They do not have walk in appointments available on the Tap Medical app. (I was only able to book my first appointment after reception guided me to check the website at 6pm one day). My health condition worsens after not being able to access to care, and not receiving a follow up that was promised. :(((((

Very poor service. They will make you wait for 30 minutes on the phone saying they are all busy and then pick up and hang up on you right away. Do not recommend this clinic! If there was, I would definitely rate this not even 1 star but 0 star!