Aurora Medcare

Good practice but needs better allocation for appointments

Generally GP services are adequate in this practice but appointment times are very limited, it took me 2 months to book an appointment with a GP, having an issue that can't be dealt with emergency services leads to poor care of patient requiring attention to improve the quality of life.

Switching practices helped me get proper care

I would strongly recommend considering other GP practices in the area and checking reviews before registering here. After many years at this practice, I finally switched to a new GP with better reviews, and I honestly regret not doing it sooner. During my time at this practice, I was almost always seen by a different clinician at each appointment, which made it very difficult to build continuity of care. Unfortunately, I often felt that my concerns were not properly listened to. I was eventually referred with an incorrect diagnosis and ended up having surgery after four years with the specialist I had been referred to. After the surgery, my condition returned and the symptoms became even worse than before, with complications occurring more frequently. I was repeatedly prescribed different medications, but the underlying cause was never properly investigated. When I moved to my new GP, I essentially had to start the process again because my previous concerns had not been fully explored. I also remember trying to explain my symptoms during one appointment and asking if certain tests could be repeated. I was told that my previous tests were fine, which was confusing because earlier results had actually shown concerning findings that warranted further investigation.

Felt dismissed during my appointment

The clinician at my appointment was quite dismissive and seemed disengaged. I was concerned to find a note added to my medical records regarding my arrival time, which felt unnecessary and unhelpful.

Thorough health checks and genuine understanding shown

The clinician at this practice is absolutely excellent. They demonstrated remarkable kindness and compassion throughout the appointment, conducting comprehensive assessments to confirm my health was current and well-managed. They truly deserve recognition for their outstanding care.

Phone queue always impossibly long

It is consistently difficult to secure an appointment due to ongoing issues with accessing the telephone system.

Polite receptionist made the visit pleasant

Was attended by a member of staff who was very polite and caring. Thank you to this staff member and I hope others at the practice demonstrate the same level of professionalism and compassion.

Checkout staff were disrespectful and judgmental

Poor service at the checkout with a lack of courtesy and consistently negative assumptions made about customers.

Reception team made us feel welcome

We attended an appointment for my daughter, and she was seen by a member of the clinical team who was exceptionally friendly and made our entire family feel comfortable and at ease. I would highly recommend this practice for having wonderful healthcare professionals. I would also like to express appreciation for the reception staff, who were very accommodating and welcoming.

Appointment delays ignored while lateness isn't tolerated

Patients at this centre do not seem to respect others' time. The appointment system does not function effectively. In my view, the situation appears to be deteriorating. I was scheduled for an appointment at a specific time, but after waiting for over half an hour, I spoke to reception staff who indicated they were unable to assist and advised me to wait my turn, stating this was standard practice. I found this frustrating and felt the situation was inequitable. Additionally, if a patient arrives even slightly late, there appears to be no flexibility or accommodation offered. I struggle to understand this approach.

Receptionists helpful but locum didn't listen properly

I would like to leave feedback about the reception staff who are absolutely wonderful, however I was disappointed with my experience with the visiting doctor. I felt my health concerns were not properly addressed and that a thorough examination was not carried out.

Phlebotomist was rough and unfriendly

Had a blood test appointment where the phlebotomist was unwelcoming and the procedure was uncomfortable. The experience was unpleasant enough that I would prefer to use other healthcare facilities in future, as I have found the staff there to be more courteous and competent.

Shockingly Bad

Rude Reception staff especially the old blonde one. G. I think her name is. Medications consistently messed up which can cause a danger to my life. Told nothing we can do come back 48hrs later. No responsibility or concern for the patients wellbeing given this medication is vital. Staff on reception are badly trained. Don't know that take 2 tablets every 12hrs means to take 4 a day, insisting it's only 2 so according to them ive taken too many so won't give prescription. All because they don't understand that a day has 2 lots of 12hrs. To make matters worse, 2 separate receptionists said same thing on 2 separate occasions smh so due to their incompetence was left without meds with no offer of help to resolve. I've lost count how many times this has happened and there's zero compassion or attempt to rectify. Very dangerous lack of care. Making a formal complaint has not improved the service or quality of staff employed.

Poor communication about test results follow-up

I am extremely disappointed with the lack of communication regarding my child's test results from several months ago. It has been an extended period of following up for results with no progress. I have already provided the relevant contact information for the practice to obtain these results, but nothing has been done. To be told by practice staff to simply repeat the test is dismissive and careless.

Receptionists stayed patient through busy periods

Our initial interaction as patients is consistently with the reception staff. They form an excellent team. Regardless of how hectic the schedule becomes, which happens regularly, they maintain a friendly, considerate and professional demeanor throughout. I would also like to extend my gratitude to all the clinical professionals involved in my care; particularly on this occasion the nurse practitioner and the doctor who provided my treatment.

Long phone queues and dismissive staff responses

I am very dissatisfied with my experience at this medical centre. I have a partner with a chronic condition requiring regular management and a young child. Whenever I attempt to book appointments for my partner, the call queue is consistently full from early morning, with no available slots for several weeks. The reception staff come across as dismissive and impatient during these interactions, which is deeply frustrating. My son recently developed a significant eye infection with considerable inflammation and discharge. When I sought an emergency appointment, I was directed to attend accident and emergency, a walk-in centre, or to contact the NHS helpline instead. Following this advice, I contacted the helpline and was able to secure an appointment at an alternative provider the following day. This experience left me feeling that the practice is not adequately meeting its core function as a general practice. I found this situation extremely disappointing and would rate my overall experience very poorly across all aspects of my contact with this medical centre.

Kind reception staff made all the difference

Excellent GP practice with outstanding care. The reception team were very kind and helpful, providing wonderful support throughout my visit. I am highly satisfied with the service received.

Reception desk covered in appointment stickers

I attended an appointment at the health centre with a visiting healthcare professional. The facility is conveniently situated near public transport, with a few parking spaces available at the front entrance. Upon arrival, there are reception desks visible in the entrance area, which display numerous appointment-related stickers. The clinic room itself is well-sized and comfortable, and the staff members present were all very supportive and attentive. We found the visit to be a positive experience overall.

Staff remained caring despite ongoing pressures

I have been a patient at this GP practice since childhood, and throughout my time there they have consistently made genuine efforts to provide helpful and accommodating care. Despite the challenging circumstances and pressures that NHS staff experience, the team here regularly demonstrates compassion, professionalism, and commitment to their work. I would particularly like to acknowledge a member of staff who recently provided me with valuable support during a challenging period. They showed genuine understanding, patience, and flexibility, which helped to make a difficult time more manageable. Their empathetic approach and attentiveness made a meaningful difference to my experience, and I am very appreciative of the care they provided. Thank you to all the staff at this practice for the dedication they show to their patients — your efforts are truly valued and appreciated.

Hard to get through on the phone

I was unable to secure any appointments during my time as a registered patient with this practice. The registration process itself proved to be quite challenging, and I found it difficult to reach the surgery by telephone.

Reception team made booking appointments straightforward

I want to express my sincere appreciation for the incredible reception team at my GP surgery. Every interaction I've had with them has been consistently positive. They are welcoming, patient, and always go the extra mile to help, whether it's arranging appointments, answering questions, or offering reassurance during busy times. Their professionalism, kindness, and genuine care make a world of difference. It's clear they work hard and manage a demanding role with grace and compassion. Thank you all for the excellent service you provide every day — you truly are the heart of the practice!