Moncure Community Health Center

"It appears that the customer care on the dental side of the clinic has drastically changed for the worse. Myself and a few of my family members are patients on the dental side of the Moncure Health Center. Today is Thursday. Since Monday, 07/17/2023, I have been trying to set an urgent dental appt due to a toothache one of us was having. Hold times have been 10-15 minutes each time I call and then there is only a recording to leave a message with the promise of a return call. Monday, I left two detailed messages explaining the urgency. No one returned my calls. The dental clinic is closed on Fridays. After trying again today to reach the dental clinic, I tried to call the physicians' side of the clinic and stayed on hold for 15 minutes before hanging up. Next, I called a sister location to see if the clinic may be completely closed for a while as has occurred before. No, it wasn't. Early this afternoon, I finally managed to talk to someone on the phone from the physicians' side. She was nice and tried to help. While on the phone, she messaged the person in charge of returning calls and scheduling appts in the dental clinic. The person replied to her immediately! That person said that she checked messages two times each day and had not heard my message. Interesting. She asked the lady that was helping me to take my name, number and details of what I needed and that she would call me back. I gave the nice lady the info as well as why it was extremely important that I schedule an appt date before they closed today. I know dental clinic is not open on Fridays, so I also let them know that due to important circumstances other individuals ABSOLUTELY needed to be informed tomorrow if there was an appt for Monday or Tuesday. I also explained those circumstances. To make matters worse, the dental records at the clinic substantiate the severity of the dental situation. The nice lady sent the information to the lady on the dental side and told me that the clinic closed at 6pm, but I should receive a call back, shortly. At 5:30pm, I had not received a call, so I spent the last 30 minutes the clinic was open trying to get them on the phone. I was racing the clock. I even called the sister location back to see if they could message the dental clinic like the previous lady had done for me. The lady who answered was nice, too. She did not know who the person was they needed to contact and the manager wasn't there, so she could not help me. After several more attempts to reach both sides of the clinic, a lady on the physicians' side answered at exactly 6pm. I had already surmised that no one was going to answer on the dental side. The physician side stays open until 8pm. It was a desperate hope that due to the circumstances of the situation perhaps, the lady could have someone on the dental side call me before they left. All she said was that I would have to call back on Monday."

"Probably the worst clinic i’ve ever been to!! The receptionists always look like they never wanna be there! The call waiting times are way too long. And everything in this clinic is messy and unprofessional. When you go for blood tests or any types of tests they don’t even call! So unreliable. Not a good clinic by any means."

"Front staff lady is very rude and with a snappy attitude. They also have a mask mandate in place, yet I saw a person in the back that looked like an employee without a mask. I pointed it out and they had a lame excuse. Mask mandates are not in place anymore btw, they can’t be forcing people to wear one."

"Incredibly rude administrative staff. I am new to the area and chose this facility to make my new PCP, after chatting on the phone with someone regarding an appointment I will surely never step foot into this facility. If the front desk staff are this way I can only imagine what the doctors are like."

"I had to get one of my molars extracted today since I cannot afford root canal and crown. The dentist, I feel so bad I didn’t get her name, was absolutely wonderful. She took her time and got it all out. I know it made them late with other appointments but she was so good. Also the assistant was so caring and thoughtful. I am so grateful to both of them!!"