Metro Pain Group (VIC, Clayton)

Could not fault the hospital or nurses prior and during my procedure. After care 3 weeks on almost non existent. I had a call 2 weeks on from RFN but missed the call. I replied by text and had no reply. As I still had pain I texted again on the number provided if there were any ongoing issues and again no reply. Very disappointing as contact is almost impossible.

Not sure where to start really !! I know this is long but I want you to know the details, I’m sure they’ll have a different spin on what they think happened, but this is my story !! I've had 2 procedures with Dr Paul Verrills (on my coccyx) and the post care follow up was horrendous. 1st procedure was in June 2024, unfortunately I had a terrible… Read more

reaction to the anesthetic (not their fault) and I was terribly sick. I thought it had worked but 8 days after the anesthetic wore off I was back to where I started, it hadn’t worked. In my follow up documentation I was give it said I would be contacted within 2 weeks. I contacted them just under 2 weeks as I’d had no improvement and didn’t know if I’d done something wrong. I was told when I left the hospital if I had any issues to contact them. When I spoke to the receptionist, she advised me she didn’t have a follow up appointment booked for me at all, so booked one in. A week later I got a call, I explained everything, and she said she’d speak to “the team” and booked a telecall with Dr Verrills in a couple of days (I never had that call). When the nurse phoned back, I was told she’d spoken to “Mark” and they’d decided they could either do a less invasive procedure or I could see a surgeon. She was still going to speak to “the team” as she hadn’t done that yet like she said she would and get back to me in a couple of days. I never got that call, so I called, and the call was rescheduled. I never received that call either so I called back, and they couldn’t explain why I didn’t get the call. They booked me in for another call and I finally spoke to the nurse. She advised they’d do a more invasive procedure (described what that would entail) or I could have my coccyx removed (I mean what the hell !!) and asked if I’d like to proceed with the procedure. I told her I’d need a more information about that and asked what the cost was, she had no idea !! I asked if I could speak to Dr Verrills about it and I eventually/finally got to speak to him a couple of weeks later, she did also send me some info on the new procedure. I explained I’d needed to think about it and work out if I could afford it as I’d already paid for the 1st procedure, and I had some house issues I needed to action. She said no worries just call back when you’re ready. I finally got the courage to call back in November as I was a bit traumatised from the 1st procedure and the after care, I couldn’t get in until January 2025. I had the 2nd procedure (no reaction to the anesthetic this time thank goodness). This time the pain was so excruciating the evening of the procedure; I was so disappointed it hadn’t worked again. I waited for just over 2 weeks and phoned them as I just didn’t know what to do. When I finally spoke to someone, and they got back to me about the next step she advised they’d install a Spinal Cord Stimulator (never mentioned this before as an option after the 1st procedure). She proceeded to tell me about the procedure and asked if I’d like to proceed. I asked her for more details and the cost (again she couldn’t tell me what it would cost), I can’t believe they would expect me to just agree to such a major procedure— an SCS unit is implanted in you and you can’t have an MRI once implanted which isn’t an option for me and my other medical needs which they obviously didn’t think about)—based on a phone call from a nurse, NOT the pain specialist who I’m paying. I asked her to send me some written information and the cost breakdown and I’d let her know. I received a text a couple of weeks later asking if I had received the information, she sent about the SCS and if I’d like to proceed, to which I replied, “I haven’t received any information” I also told her I was still waiting for details on the procedure cost. She checked my email address (which, of course, is correct since they’ve sent me multiple emails in the past). One and a half week’s later I get a text message “just checking in” as it had been 6 weeks from my procedure and “the pain should have settled now and I should be feeling the benefits of the procedure” and they’ll contact me again in 6 months – um sorry are they serious !!!! So, I’d had enough of their neglect and sent them an email with a breakdown of everything that had happened to me and the neglect I’d felt from people who are in an industry who are meant to care for you. Surprise surprise, I received 2 phone calls first thing the next morning (amazing how quickly they contact you when your angry). 1 call wanted to talk about the email and clarify a few things, I was at work and could talk so told her that and ended the call, I was beyond wanting to discuss this again. The 2nd was from a girl one of the nurses asked to call and send me the information (hilarious) I advised her I didn’t want the information sent, she confirmed that and I said to tell them it was to late and not to bother. I also told them I’d be putting a review on Google reviews (guess this is why they called so quickly) as I didn’t want anyone else to be treated the way I’ve been treated from people who you trust when you’re in chronic pain. I will NEVER go back to this clinic or refer anyone else, I’ve since found someone else who is kind, understanding and ready to help me. Who is fitting me into his fully booked appointments and who I speak to directly instead of going through his nurse. All I can say is keep looking for someone who is everything I’ve found, DO NOT go through this clinic.

Perfect - valued – First visit and Dr Nutter listen, was attentive, engaging and above all NOT dismissive. He provided an array of potential treatments and gave realistic hope. Brilliant.

Fantastic team, great experience – Customer service is amazing. Very well cared for by all nursing staff & Dr Verrils. Deb was fantastic prior & following procedure. Great service.

A better man now – I have been a client for 6 years, throughout that time the Metro Pain people have been professional, polite, genuinely caring and interested in my health outcomes. Their service and support have been above and beyond all expectations. Thank you.

Bitterly disappointed – Attended on referral by GP to David Vivien 2016 for lower back pain management as alternative to surgery. Reading poor reviews, I'm not surprised. Absolutely dreadful patient management, appalling administration, disgusting service throughout with no relief after many $'s charged for radiofrequency Neurotomy. Find an alternate pain management centre!

Terrible and treated like a cash cow – Absolutely the worst experience I've ever had suffered weeks with undiagnosed issue and couldnt careless absolutely disgusting and will never ever return

No better off – I took my wife to see Dr Nutter. After 3 expensive procedures she is no better than before. The entire experience was very unprofessional. He did one part of the procedure and then went on holidays for a month. My wife was in pain for another 6 weeks before the 3rd procedure could be done, which did not work. As for his book keeping/billing… Read more

people, they were absolutely hopeless and tried to double bill for procedures that had been paid for. After 3 weeks of sending them proof of payment, they finally agreed that the payments had been in fact paid. The latest is that we have been billed for a phone consultation with Dr Nutter, which was a follow up for the procedures. Prior to the 3 procedures we were advised we would not be charged. The phone consultation was approximately 5 minutes. My wife advised Dr Nutter she was no better off. He advised her that there was nothing further he could do other than to refer to another Doctor at neck, back and pain.. he then advised he was getting out.

PERSISTENCE & GRATITUDE – Sorry that this review is so long winded but i needed to paint a picture of my circumstances and my journey to recovery. In March 2023 I had an Epidural and cortisone injections in my back one of many I have had since 2015 when I started seeing Paul Verrills at Metro Pain Group. Unfortunately for me one month along and the injections had not… Read more

worked so I was back to see Paul to find out if there was anything else he could do to help me as I was in massive pain. I was triaged first by Mark Teiermanis and when Mark looked at my previous CT scan he mentioned that he felt there was something irregular on my scan and he would talk to Paul about it. Once Paul and Mark discussed my scans I was referred back to my Neaurosurgeon who then referred me to Dr Matt Barnes an Orthopaedic Surgeon at Epworth Richmond. Mr Barnes comments about my hips when I first saw him was that they were HORRIBLE. What Mark had seen on my scans was that I had severe osteo arthritis in my lower back that had eaten away all cartilage in both my hips and i was bone on bone so I needed 2 new hips. So my first hip replacement was performed on 28th June 2023 the second hip replacement was on 30th August 2023. I will FOREVER be grateful to Mark Teiermanis for insisting that he saw something on my scans followed up his concerns with Paul Verrills which led me to my 2 new hips and a life with 85% less pain in my back and sides. I am now able to stand up straight and totally straighten my right leg. I think I have grown in height as well. Again many, many thanks Mark because if it wasn't for you and your insistence that 'there was something there' i believe you said at the time I may never have found out that my hips were both gone and my pain wasn't all coming from just my back. Thank you so much, Liz Tunstall

Shocking bedside manner – We have not visited his clinic and this review is not based on Metro Pain Group but solely on Dr Stephen Nutter. My wife had to have emergency surgery and whilst in the waiting area waiting to go into surgery he had the audacity to come and ask for her credit card details before he would put her to sleep!!!!!!!!!!! she was in a huge amount of… Read more

pain and being in the theatre room had nothing on her!!!!!! He then proceeded to ask for next of kin details so he could get his payment. He called me and said because it was late at night he needed payment before he could proceed. What an absolute joke and piece of S$&t of a human. Have never experienced anything like this in our life and family and friends are also disgusted at what we had to experience. You're a joke "nutter"

Unprofessional & Appalling Approach to Client Relations – After several years of putting my trust in MPG and achieving varied success with some of their treatments the last several months have been an extremely poor experience trying to get even so much as a response from Dr Neels Du Toit or anyone in his team. They have clearly given up on me! I am a TAC client with a difficult neuropathic condition and… Read more

I understand that there may not be a good resolution for my issue, but I never expected to be treated with such disdain and lack of professionalism as has been the case recently. In the last 8 weeks TAC have sent them 3 email requests on my behalf, but have not received any response. Additionally, I have left phone messages, sent emails and have spoken to Paige from Neel’s team who has twice promised a quick response to me but failed to even give me the courtesy of a call back. If MPG don’t wish to have me as a client, just letting me know this would be significantly more acceptable than the ”ghosting” approach they have used for the past 8 weeks. I rarely write poor reviews as I recognise there are often differing perspectives and understandings in play, but my feeling of complete abandonment and the absence of any level of professionalism from this group has compelled me write this. I recommend avoiding any dealings with the Metro Pain Group.

The king has no clothes! – If in doubt, do not be worried, others out there are better! I spent 10 years at MP having RFN. After each operation the surgeon would walk through, not to check on welfare, but to get thanks and plaudits from the poor? If a complaint was raised it was passed to the nurse! You deserve better, and better is out there! Do not be afraid of checking for other providers, I did and cannot be happier.

The Best Dr and General Service So Far – My only regret is not coming here sooner. Dr Stephen Nutter was fabulous, and really listened to me and understood the pain I was in. He took everything seriously, was easy to talk to, and gave me a variety of honest options of steps for moving forward. All of the staff I interactes with were lovely and reliable, with kind reception and a… Read more

helpful attitude to make the appointment as smooth as possible.

Can definitely recommend this group if you're struggling with chronic pain!

Perfect can't wait to see them again – Thay always try to find the best way to make you better. If you have an issue with your injury don't hesitate from my experience there the best.

Pain relieved – Efficient, professional staff with caring attitude. Pain relief substantial, improving quality of life and daily activities. Highly recommended.

Highly recommended – Fantastic Doctors and staff. Always very helpful and caring . Nursing staff in hospital and day surgery are absolutely fantastic.wouldn’t go anywhere else for pain care.

Metro pain group is the most professional group of specialists in Melbourne – I came to neuro pain group after over 20 plus years of living in pain. Many specialists and doctors did not listen to me and were not looking at the root cause of my chronic pain. I came to see A.prof Bruce Mitchell and in one consult, I walked out with tears from relief and understanding that "it was not all in my head". Hands down, Bruce… Read more

Mitchell has been my saviour. I've not had any quality of life since my teens and now I'm in my 40's with high hopes that the next phase of my life will be somewhat pain reduced and I can finally enjoy life like other people! Thankyou so so so much Bruce! You have no idea how thankful I am.

Not recommended – I do not usually write reviews however decided to for people who may be going to have a neck denervation at the Metro Pain Clinic which I had to C2/3 and C3/4- both sides of my neck. I experienced a number of issues with the clinic. The worst- I was not told that I would likely have severe neck pain post procedure- maybe being a nurse myself I… Read more

should have realised that, and that the higher up the spinal cord that is treated the worse the potential pain. The first I heard of it was the pre-admission nurse who advised me on the day of my first procedure. The post procedure pain was incredibly severe and although significantly better now that I am 4.5 weeks down the track I still require pain meds. The anaesthetist provided me with a script for strong analgesics to cover 4-5 days and no other advice. I wish that I had been told what to expect- I would have more thoroughly investigated my options. I had to rely on my GP for pain medication which is strange because I thought that the Metro Pain Clinic would manage pain apart from just undertake operations. I would have expected a pain management plan and not have had to rely on my GP who although excellent is not a pain management specialist Surely The Metro Pain Clinic must have a pain management protocol post procedure apart from a nurse phoning on day 3 and after 4 weeks to ask how you are. Another issue that I experienced was the inability to contact the clinic. I did try to make contact re my pain but phone calls were never answered and messages not returned. 6 weeks after my initial consultation and after many attempts I emailed the clinic to ask if maybe I needed to find another service; I was then contacted quite promptly. I cannot fault the professionalism of the nursing staff but I do feel the medical management was sadly lacking their duty of care. I have heard through medical circles that there are a number of other very good pain management services.

Excellent Service – I received expert advice from a knowledgeable physician in A/P Bruce Mitchell. His team are friendly and easy to deal with. Would not anticipate ever changing. . Thank you team Mitchell :)

Excellence in holistic pain management – I have been under the care and expertise of Doctors Cohen and Buchanan for the past 2-years. With their guidance, expertise, and care I have better management of my pain. While I continue to have significant pain, I know I can always contact my primary physician for a prompt consultation. The staff both at MPG and Monash House are fantastic. I could not recommend MetroPainGroup any higher.

Highly recommend – I have made more progress under the care of A/Prof Bruce Mitchell in the last 12 months than any other Dr in the last 20+ years - his knowledge and treatment options have enabled me to function at a higher level including returning to work He is inclusive, empathic and works with you to find the best pathway forward Jaimee and the team of… Read more

administrators keep us well informed and manage any enquiries promptly, with care and understanding - everyone is always polite and friendly

Wonderful team! – The team care and are focused on the best treatment/outcome for the patient. Living with chronic pain can be overwhelming, having a doctor who listens and can think outside the box when it comes to treatment makes it easier to live with.

Find another provider 2 – For ten years I used Metropain for annual lumber spine pain relief. This year I questioned an administration fee (Monash house apologised and refunded thanks to Amanda) and the attitude changed. For my indiscretion, I was used to entertain the "Team" whilst under sedation. Metropain refused to apologise and tried to shame me further by claiming… Read more

credit for work Amanda had done. I am stunned by the unprofessional, immature and arrogant attitude shown to me.

Everyone Listens – All listen to patient. Making one a part of the therapy and result is very empowering. You are not just the body on the table. Calming patient also helps greatly

The best medical experience – I have been a patient of Paul Verrills for about 13 years. The team at Metro pain have literally saved my life, and given me a life worth living. From the warm greetings at the front desk, to a great consultation in minutes of arrival, to a really easy booking service for my next procedure, every step was caring, professional and personalised. I can’t rate this team highly enough.

Great Doctors and support staff – After suffering ongoing pain for years from an MVA and nothing was working, Dr Dan Bates has a great bedside manner, is direct to the point (and the pain) with solutions and options.

Find another provider – Sometimes waiting weeks for responses to phone calls and emails. Do not listen and seem intent on a particular form of treatment without exhausting less intrusive methods first. Recommend treatments in which they are known to have personal and financial interests without declaring those interests to the patient.

Wonderful, caring staff and real solutions for pain management – As always, I found the staff attentive - Bruce listens to you and tries to find personalised solutions for pain management. The nursing staff and caring and the facilities clean and safe. Covid protocols all taken into account.

Genuine Care and connection – Bruce and the team were great. They explained my options and what was involded in each scenario. They gave me time to digest and ask quetions and then delivered what they said they would. Great follow up care also when i was concerned with an outcome. They called me back and talked me through what i was experiencing. very reassuring.