Bookings & scheduling
Booking appointments across our services — same-day, same-week, routine and follow-up. Phone, WhatsApp, online, in-person.
Front of House · Reception
Simona Ognyanova.
Reception & Patient Liaison · English & Bulgarian
Simona Ognyanova is part of the reception and patient liaison team at MHW Clinic. She handles bookings, enquiries, insurance support and front-of-house duties, and is one of the first people patients meet on arrival. She speaks English and Bulgarian.
About Simona Ognyanova
Front of house, welcoming.
Reception is the part of the clinic everyone passes through — whether you're booking, arriving for an appointment, asking about insurance, or following up about a referral. Simona brings warmth and clarity to that role, alongside the practical skills required to handle the flow of a busy private clinic.
Her day-to-day work covers bookings across all channels (phone, WhatsApp, online, in-person), patient registration and onboarding, insurance pre-authorisation support, follow-up scheduling for ongoing pathways, and coordination with our clinical team to make sure patients are seen on time and well-prepared.
She speaks English and Bulgarian, which is useful for a small but growing share of our Bulgarian-speaking patient base. For anything beyond reception's scope, she routes patients to the Practice Manager, the right clinician, or the relevant administrative team member.
What they do
Where they help.
Where they fit into the clinic. The day-to-day work and the boundary of scope.
Patient registration
New patient registration, paperwork support, identification, consent forms for GP correspondence. Practical onboarding for first-time patients.
Insurance support
Practical help for patients using private medical insurance — pre-authorisation processes, claim forms, what to send your insurer.
Bulgarian-language reception
Reception support in Bulgarian for patients who prefer to handle their bookings and queries in their first language.
Where to find them
Across the clinic.
Related services and pages.
If you’re contacting us
What to expect.
How to get in touch
The reception team is available 7 days a week, 9am–7pm in person and by phone. Out-of-hours queries are handled by our AI reception system and routed to the team the next working morning.
What we can help with
Bookings across all services, insurance pre-authorisations, registration paperwork, follow-up scheduling, complaints, billing queries, and signposting to the right clinician for your concern.
What we can’t do
Reception and operations staff don’t provide clinical advice. For medical questions, we’ll book you in with the right clinician. For anything urgent and clinical, we’ll signpost to the right service — including A&E where needed.
Languages spoken
Our reception team collectively speaks English, Turkish and Bulgarian. We’re used to supporting patients who are new to UK private healthcare and need things explained clearly.
Operations team · English & Turkish · Whitechapel
Speak to Simona Ognyanova.
Reception is here 7 days a week to help with bookings, enquiries, insurance and patient support. In-person at our Whitechapel clinic, 9am–7pm. Phone, WhatsApp and online out-of-hours.
Common questions
About Simona Ognyanova — in brief
How do I book an appointment with Simona?
You can book an appointment with Simona directly through our online booking system at partner.pabau.com, by WhatsApp on +44 7903 284 189, by calling 020 7916 0029, or by emailing info@mhwclinic.co.uk. Same-day and next-day appointments are often available.
What languages does Simona speak?
Simona speaks English and Bulgarian. Patients who prefer to be seen in Bulgarian can request Simona specifically when booking, so no interpreter is required.
What does Simona specialise in?
She works in clinical support. For a full breakdown of her clinical interests, see the ‘Clinical focus’ section above.
Is Simona regulated and supervised?
Simona works under the clinical supervision of senior team members at MHW Clinic and within the wider clinical governance framework of the practice. The clinic is regulated by the Care Quality Commission (CQC).
Where is Simona based?
Simona works at MHW Clinic, 97-99 Whitechapel Road, London E1 1DT. The clinic is a 4-minute walk from Aldgate East station and a 6-minute walk from Whitechapel Elizabeth Line station.
Does Simona accept private medical insurance?
MHW Clinic accepts self-pay and most major UK private medical insurers including Bupa, AXA Health, Vitality, Cigna and WPA. Please confirm cover with us at the time of booking, as not every consultation type is covered by every insurer.