Clinics Montu's Shift to Digital: Help or Hindrance? A Patient’s Perspective

[AnaKelly]

Digitised support. On paper, it sounds like progress. Streamlined, efficient, modern. Montu moving to digital-only services might be seen as a natural evolution—but for patients like me, already navigating a complicated health landscape, it raises more questions than it answers.

Is it really a step forward? Or is it another way of putting more distance between us and the care we need?

From the outside, digital tools could be helpful:

Booking and tracking prescriptions without hold music? Yes please.

Secure messaging instead of repeating yourself to five different people? Sounds good.

Access anytime, even in the middle of a 3am health panic? Ideal.


But here’s the rub: when your system is already stretched thin, replacing real human support with tech can feel like being left behind. We don’t just need faster clicks—we need better care.

You can’t debug a portal when you’re in pain. A bot won’t catch the nuance in your situation. And no app, no matter how polished, can offer reassurance when things go wrong.

Montu, I get it—you’re trying to keep up with demand. But digitisation should support patients, not isolate them.

What we need is a Hybrid model:

Digital for the routine stuff.

Real humans for the complex stuff.


Because here’s the truth: for many of us, the NHS has already failed to meet our needs. That’s why we turned to private options like Montu in the first place. Don’t let “digital-only” be code for “do-it-yourself.”

Let it mean faster service and stronger support.

Let it mean access—not abandonment.

We deserve a system that listens, not just one that logs tickets.

 

[JR52]

I completely agree. I always do everything on the phone as I find it a lot easier and more reliable
I was on the phone about 10 minutes today ordering 40g.as the guy is a MC patient like us and we just talk about new strains and they let me know the good feedback from the other patients. They also always ask me to let them know how I get on with the new stuff
I find them very friendly and enjoy talking to them.
I suppose that digital would be better for a lot of people though.so it is important to have both options

 

[AnaKelly]

I completely agree. I always do everything on the phone as I find it a lot easier and more reliable
I was on the phone about 10 minutes today ordering 40g.as the guy is a MC patient like us and we just talk about new strains and they let me know the good feedback from the other patients. They also always ask me to let them know how I get on with the new stuff
I find them very friendly and enjoy talking to them.
I suppose that digital would be better for a lot of people though.so it is important to have both options

Totally agree with you—it’s that personal connection that makes all the difference sometimes, especially when you're dealing with something as individual as medical cannabis. Knowing you're talking to someone who gets it and actually listens? Priceless.

I’ve had lovely chats too where they remember what strains worked last time or just ask how I’m doing—it really humanises the whole experience. That’s something digital platforms just can’t replicate (at least not yet!).

I get that digital can be handy for quick things, and for some people it's ideal. But like you said, having both options is key. One size never fits all, and this is healthcare—we need flexibility, not fewer routes to support.

Thanks for sharing, it’s reassuring to know others feel the same!

 

[SantiagoOnWheels]

Amen how many services do you try nowadays only to be met with a soulless ai that is terrible at best and outright refuses to connect you to an agent.
Or it takes a ridiculously long time. Had exactly this problem with virgin media this week. I spent no exaggeration over two hours waiting for online chat support to complete everything I required.
I really do hope Montu doesn't take this direction as they have been pretty reliable so far. I'll move to IPS is this affects business too much

 

[AnaKelly]

Amen how many services do you try nowadays only to be met with a soulless ai that is terrible at best and outright refuses to connect you to an agent.
Or it takes a ridiculously long time. Had exactly this problem with virgin media this week. I spent no exaggeration over two hours waiting for online chat support to complete everything I required.
I really do hope Montu doesn't take this direction as they have been pretty reliable so far. I'll move to IPS is this affects business too much

Totally feel you, @SantiagoOnWheels
I’m with Alternaleaf, and while I normally go through Montu, I’ve had to use IPS Pharma as a backup when stock’s been low—and honestly, it’s been a bit “meh”.

Here’s the thing most folks don’t realise: since Montu is Alternaleaf’s parent company, prescriptions go directly to Montu first. If you request for it to be sent to IPS, Alternaleaf still has to send it to Montu, who then forward it on to IPS. It adds an extra layer—and days—onto what should be a simple process.

So if you’re in a rush? That “backup option” can end up making an urgent script late. It’s frustrating, especially when you’re already juggling health stuff. Not to mention because of postal delays both times I've had to send to IPS at least one items needed a rewrite.

I’m hoping Montu doesn’t lean too far into the soulless AI route either—because when communication slows down and the system’s already got delays baked in, it’s patients who pay the price. Literally.

 

[node]

@williemed @Muiredach @GrownHealth

 

[R3d4]

Well they dont, the only thing that changed is a different page to order repeats?

And the phone still works? I Don't really understand what this one's about it hasn't made any difference at all and if you want to order over the phone you can

call back times have improved massively since the new page was introduced and really all it has done is given you a menu drop down option as opposed to what was a quite antiquated form to type out your strain requests.

Ive had a pretty faultless year with them, and an absolutely nightmare with previous clinics that were digitised , so unless I've missed some big news update somewhere i disagree

 

[williemed]

Personally I think I’d prefer dealing with AI and would bet any money I’d get better, fairer, even more compassionate service, than what I have recently experienced

 

[williemed]

Well just for fun I asked ChatGPT and it turns out my suspicions were correct

 

[R3d4]

Hilarious, I've asked chat gpt a few things but it tells me my questions aren't appropriate