Auckland Medical Group

Reception staff actually follow up on queries

Relocated to this medical practice last summer and have been very satisfied with the decision. The front desk team consistently demonstrate friendliness and helpfulness, and when they're unable to immediately resolve a query, they make the effort to locate the necessary information and follow up. Obtaining appointments has never presented any difficulties, whether these are conducted over the phone when that suits my needs or in person when face-to-face consultation is required. Online prescription ordering is straightforward, with medications consistently prepared and available without delay. I'm grateful for the welcoming atmosphere and reliable service provided by the entire team.

Prescription delays and dismissive staff attitude

The prescription submitted on Friday remained incomplete by Tuesday, which was problematic given its importance for managing a chronic respiratory condition. The staff interactions were disappointing, lacking in empathy and understanding. My husband continues attending this practice as alternative registration options have been limited during recent circumstances.

Doctors who genuinely seem to care

Excellent healthcare professionals who have provided me with outstanding care. I genuinely feel that they demonstrate authentic concern for their patients.

Reception staff attitude made things worse

This surgery falls short of expectations. The management appears ineffective, and the overall standard of staff performance reflects poorly on the leadership. Due to concerns about the level of service and care provided, along with difficulties obtaining in-person appointments, I have felt compelled to escalate my concerns further. The practice seems to be operating with minimal engagement, with clinicians relying heavily on telephone consultations and providing treatments that do not adequately address my needs. It appears that accessing proper medical support requires going through accident and emergency services instead.

Impossible to get through on the phone

I have attempted to contact the surgery numerous times this morning without success. The telephone system is extremely frustrating and difficult to navigate.

Hard to reach by phone, staff lack empathy

I have been registered with this surgery since my early teenage years and am now in my mid-twenties. Overall, the staff come across as pleasant and approachable; however, obtaining an appointment requires calling at a specific time in the morning, and the vast majority of the time the line is simply unavailable. On the rare occasions when a call does connect, there appears to be little consideration given to whether the person calling may be experiencing vulnerability or distress. Both my partner and I have faced significant mental health challenges in recent years, yet the support offered has been limited to medication without adequate guidance on how to use it appropriately. As someone without medical training, I found myself uncertain about decisions that should have been made by healthcare professionals. Additionally, I have dealt with a persistent digestive issue for many years, and despite raising this repeatedly, there has been minimal effort to investigate or resolve the underlying cause. I recognise that general practices across the country have faced considerable pressure and resource constraints. Nevertheless, this does not justify the shortcomings in how patients are treated and the lack of genuine care demonstrated. The appointment system in use appears disorganised and operates on a strictly first-come basis, which has contributed to the perception that the practices in this area seem distant and indifferent to patient needs.

Rude receptionists but helpful when you finally get seen

When I manage to get an appointment with a clinician, they tend to be quite supportive. However, the front desk staff can sometimes come across as unwelcoming. I've been attempting to book an appointment for several days, and although I eventually secured one, it was subsequently cancelled. The practice appears to need additional capacity to handle demand.

Reception barriers made getting prescriptions difficult

Registered during the Covid lockdown period. From March 2020 onwards, I found the medical team appeared reluctant to address my health concerns during telephone consultations. When I contacted the practice to request a respiratory medication, the process felt unnecessarily difficult, and when I subsequently asked for a repeat prescription, it was not provided promptly. I felt that administrative staff played a significant role in these delays rather than clinical decision-making. I was then encouraged to attend the practice in person for blood tests in July 2020, despite having had similar tests completed in January before lockdown restrictions began. I was uncomfortable attending due to infection control concerns at that time, and when I declined, I sensed frustration from the nursing team. By mid-August, my confidence in the practice had diminished considerably, and I decided to seek care elsewhere.

Reception rudeness mars otherwise solid care

Overall, the medical practice has been satisfactory during my time as a patient over several years. However, I have experienced instances where some reception staff have been dismissive and discourteous. This approach is particularly concerning when interacting with patients who may be in vulnerable situations. I have reservations about whether raising concerns would lead to meaningful change.