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A Disappointing Experience with Marham — Appointment Coordination Needs Improvement

I would like to share my recent experience with Marham regarding appointment management and patient communication.

I booked an appointment with Dr. Rehana Yasmeen through Marham for 22 August 2026 at 2:00 PM at HOPE Hospital, Karachi. I reached the hospital on time and waited, but the doctor did not arrive. The hospital staff later informed me that there was a road/traffic issue and the doctor would not be coming.

I then rescheduled the appointment through Marham for 25 August 2026 at 2:00 PM, and the appointment was again confirmed through Marham's WhatsApp system.

Today, I reached the hospital for the rescheduled appointment and waited for almost two hours. The reception initially told me that the doctor would arrive by 3:00 PM, but even after that, the doctor had still not arrived.

The main issue is not simply that a doctor was delayed. The bigger concern is the lack of coordination and communication between the doctor, hospital and appointment platform.

When an appointment is confirmed, patients reasonably expect that:
• The doctor is aware of the appointment.
• The hospital is aware of the appointment.
• The doctor is available or the patient is informed in advance if there is a change.

Patients spend their time, travel expenses and effort to reach a hospital. Having to make two separate hospital visits and wait for hours without clear information is extremely frustrating.

I hope Marham's management and support team will investigate this case properly and improve the appointment confirmation and real-time doctor availability process.

A confirmed appointment should provide certainty to the patient, not uncertainty.

I have screenshots of the appointment confirmations and communication as supporting evidence.

@Marham — I would appreciate a proper explanation and resolution regarding this experience.

#Marham #Healthcare #PatientExperience #HealthcareTechnology #CustomerExperience #AppointmentManagement #DigitalHealthcare

THEY ARE UNPROFESSIONAL, THEY RECEIVE PAYMENT AND AFTER THEY NOT RECEIVE YOUR CALLS AND THEY DROPPED YOUR CALLS AFTER A LONG HOLD , EVEN THEY GIVE A PAIN TO YOU REGARDING CONFIRMING PAYMENTS AND REPLYING ON MESSAGES, STRONGLY NOT RECOMMENDED,

"Extremely Poor Experience with Marham"
This was one of the worst experiences I have ever had with a healthcare appointment service. Marham confirmed my patient’s appointment through WhatsApp and subsequently rescheduled it for today. The appointment was again confirmed through a phone call from 042-32591427 and a WhatsApp message from 0311-1222398.
Based on these clear confirmations, we travelled to the clinic in Islamabad. However, upon reaching the clinic, we were shocked to learn that there was no appointment confirmed for my patient.
I simply cannot understand how such a serious level of miscommunication and misinformation can occur in a healthcare service. We relied completely on Marham’s confirmations, only to reach the clinic and discover that the appointment did not exist.
This failure caused us significant embarrassment, inconvenience, wasted time, and, most importantly, unnecessary distress and risk for the patient, who required medical attention.
This is completely unacceptable, particularly when dealing with patients and medical appointments. I strongly expect Marham to investigate this matter, explain exactly where the communication failure occurred, and take responsibility for the inconvenience and distress caused.

I am leaving this one-star review not to attack Dr. Muhammad Zaheer personally, but because I genuinely hope he improves the appointment management system at his clinic.

I booked an appointment for my mother through the Marham app at Central Hospital, Stadium Road, Sargodha. Our original appointment was 6:55 PM, but it was rescheduled by the clinic to 7:30 PM, and we received a confirmation from Marham. We respected the scheduled time, arrived 10–15 minutes early as instructed, collected our appointment slip from the reception, and paid the consultation fee of Rs. 1,500.

When we reached outside the doctor's room, the doorman informed us that patients with token numbers would be seen first. We understood that a short wait might be necessary, so we waited patiently. However, as time passed, more patients continued to arrive through the hospital's token system and were seen ahead of us, despite our confirmed appointment time through Marham.

After waiting for approximately one hour, I asked the doorman why our appointment time was not being honoured. His response was that because we had booked through Marham, the appointment time printed on our booking did not matter, and that we would only be seen after the token patients. He even blamed the hospital reception for issuing timed appointments through Marham.

This clearly indicates that the clinic is operating two separate appointment systems—a token-based system at the hospital and a time-based booking system through Marham—but they are not coordinated.

As a patient, this is extremely confusing. If a clinic offers online appointments with specific times, patients naturally expect that those appointments will be respected within a reasonable timeframe. If consultations are actually conducted strictly according to token numbers, then the clinic should not offer timed appointments on Marham. Instead, patients should be informed of their expected queue position.

According to Marham's booking process, patients receive a confirmed appointment date and time only after the doctor's availability has been confirmed. That creates a reasonable expectation that the treating doctor and clinic will make every effort to honour that appointment. While delays can happen in medical practice, completely disregarding the confirmed appointment time without any explanation is poor service.

The most painful part was that my mother was already in pain. After waiting for about an hour without any indication of when she would actually be seen, we had no option but to request a refund and leave. We then had to search for another doctor, resulting in nearly two hours of wasted time and unnecessary stress for both of us.

I respectfully request Dr. Muhammad Zaheer to thoroughly investigate this incident and review how appointments are managed at his clinic. If online appointments are being offered through Marham, they should be properly integrated with the clinic's token system so that patients are not disadvantaged simply because they booked online.

If the doorman knowingly ignored our confirmed appointment time and deliberately refused to follow the clinic's appointment process, then I believe serious disciplinary action should be taken, including termination of his employment if warranted. Staff members dealing directly with patients should understand the clinic's appointment system and treat every patient with professionalism and respect.

On the other hand, if the doorman was merely following the clinic's instructions, then the responsibility lies with the clinic's management and the treating doctor to fix the appointment process. In that case, timed appointments should either be honoured within a reasonable timeframe or discontinued altogether so that patients are not misled into believing they have a scheduled consultation when, in reality, they are simply joining the end of a token queue.

This review is intended as constructive feedback. Dr. Muhammad Zaheer may be a competent doctor, but the appointment management and patient experience at the clinic need significant improvement. Patients visit doctors seeking medical care, often while already suffering. Their time, expectations, and dignity deserve to be respected.

I booked an appointment through this clinic on and paid the stated fee. Later, I was told the doctor was not available and asked to pay more to see another doctor. I tried to follow up multiple times, but did not receive a clear response or a refund. This was disappointing and unprofessional. I would not recommend this service.

This is now the fourth time I've had a terrible experience with Marham, and nothing seems to improve. At this point, it's a recurring pattern rather than an isolated incident.

Customer support is unbelievably slow and unprofessional. A simple appointment correction took hours because agents would reply once, disappear, then leave the conversation without resolving anything. What should have taken a few minutes ended up wasting almost an entire day.

The appointment management is even worse. On multiple occasions, the doctor I booked simply didn't appear. Instead of resolving the issue properly, I was either told to wait indefinitely or offered a completely different doctor at random. If I book an appointment with a specific doctor, I expect that appointment to be honored or at least handled professionally when something goes wrong.

The refund process is equally frustrating. If an appointment doesn't happen, your money isn't returned immediately. Instead, you're told to wait around two days just for the amount to be credited back to your Marham wallet, leaving your money tied up for no good reason.

After four bad experiences, I have completely lost confidence in this platform. A healthcare service should be reliable, responsive, and respectful of patients' time. Unfortunately, Marham has repeatedly shown the opposite poor communication, unreliable appointment management, slow support, and a frustrating refund process.

I would not recommend this platform unless these issues are seriously addressed

I booked an online appointment but no one received the call. No call was re scheduled or amount refunded. It’s a full on scam.

They are scammer take your money and doctor won't come

Aslamu Allikum
Please never use this platform, they took 3000 for doctor appointment and i sent them screenshot and all the procedure i did whatever suggested by there helpline, but nothing happened, no consultation no refund taken place.
Not recommended

They are scammers, I paid my fee. There were no Doctor No refund No customer service at all they will tell you on call that they will refund but that never happens.

I paid 3000 PKR for an online consultation with Dr Faryal Amjad. The payment was successfully taken from my card, but the consultation never took place. After the appointment time passed the booking disappeared from my account and no appointment appears in my history. I contacted support multiple times by message and email but received no response. I am still waiting for this issue to be resolved. Don’t trust them scammers

Scam scam scam !
People please don't use this app for any doctor. I personally use and paid the money as well first the doctor answer the call and say I am at road and I will call you back after 30 mints. But after 30 mints nothing happened no call and no mgs are receive. It's mean they are all scam . They just showing you a green garden but the results are zero. On WhatsApp or helpline call they gave you very good service but that was just a Green garden. So please don't wasted your money 💰

I am deeply disappointed with Marham. I booked a video consultation, but the doctor never joined. Even worse, there is no one online available to provide support or assistance to patients. As an overseas patient, I wasted my time and money waiting with no help at all. This service is highly unreliable. Avoid if you want professional care.

Its more like a sxam! Tried to book a doctor. Paid pkr 3000. Now their app is not working where i live. They are not responding to my calls or messages. No refund either.
Never book any doctor using this website or app. Its all a lie.

Very bad experience, they are very humble payment is pending but after payment they are irresponsible. Bekaar management, unprofessional staff and waste of money. Kindly don't use this sevice.

Worst service, booked an appointment for 3:15 and no response after that neither from a doctor nor Marham. They are liers that they provide the customer service, Infact there is no person. Looks like a big scam

Already paid for video consultation but they never reply back and let alone getting the video consultation. Scammers. Stay away and save your time and money.

Bad service,unprofessional staff, don't know why they playing with people
Booked appointment Dr.Adil Manzoor through Mahram for 9:15am fee paid after 3 hours waiting, no call, no update

Very disappointed with this service. I paid for a consultation but never received a call from a doctor. I’ve tried contacting support multiple times to request a refund, but each time the call gets disconnected after a minute or two. This is extremely frustrating and unprofessional. I would not recommend this app based on my experience.

Pathetic, horrible and waste of money. I booked consultation, did the payment and waited for my turn. Doctor was online, i was expecting it to the call but asap my waiting time ended it doctor went offline and annoying pop-up of can't connect to sever. What kind of service is this, ig most of doctors are not available on marham they just show online and get the money, that's it.