Aurora Medcare

Long phone queue but staff were dismissive

I called early in the morning and found myself positioned far back in the queue, which I recognised reflected the high volume of calls the practice receives. However, my call was regarding an urgent matter, and when I eventually reached someone, I felt the interaction was handled poorly. The person who answered seemed dismissive and inattentive to my concerns. I was frequently interrupted while attempting to explain why I needed a medical appointment, and I did not feel my situation was being properly understood or taken seriously. It appeared the focus was on ending the call rather than addressing my needs. I left the conversation feeling frustrated and let down, particularly given the sensitive nature of what I was trying to discuss.

Reception staff were unhelpful and dismissive

The service fell short of expectations, and the staff member's demeanor was unwelcoming. It seemed they were not particularly interested in providing assistance, which made the visit feel pointless. It raises questions about job satisfaction and commitment to the role.

Misdiagnosis left daughter suffering for weeks

Unhelpful experience............... I brought my child to the GP as I suspected she had an allergic reaction, but the clinician suggested an alternative diagnosis. After six weeks, there was no improvement—she continued to experience symptoms. In frustration, I purchased an over-the-counter remedy from the pharmacy. Remarkably, within two days she improved significantly and the symptoms resolved.

Frustrating phone system left me hanging

The automated telephone system appears to have significant issues. I was kept on hold for an extended period as the system repeatedly cycled through the same messages without providing a clear option to connect with someone, which was frustrating given that I had only recently registered with the practice. This experience raised concerns about what the overall service quality might be like. The call was then disconnected. It was not a positive first impression of the practice.

Didn't get chance to explain my issue

The clinician interrupted me repeatedly when I attempted to describe my concerns. Throughout the appointment, they dominated the conversation for most of the time available. There's no need to remain in a situation where you feel dissatisfied.

Impossible to get an appointment by phone

This practice feels frustrating to access. In modern times with all the technology available, it seems unnecessary to spend considerable time trying to reach someone by phone only to be told that no appointments are currently available.

Receptionists dismissed my mental health concerns rudely

I have had an extremely negative experience at this practice throughout my three decades as a patient. The reception staff appear to lack adequate training in supporting patients who are vulnerable or in distress. During my interactions, I found them to be dismissive and unhelpful, showing little genuine interest in understanding my concerns. When I contacted them regarding difficulties I was experiencing, the receptionist interrupted me repeatedly and seemed unwilling to engage with what I was trying to communicate. Upon finally conveying that I urgently needed an appointment due to my struggles, the response suggested that my issues were not their concern. The appointment booking system requires calling at a specific early morning time, yet patients are made to feel that their health concerns do not warrant an appointment slot. Additionally, appointment wait times can exceed an hour, with no apparent consideration given to patients' other commitments and responsibilities. I would strongly encourage anyone with the option to seek care elsewhere to do so. I would rate this practice lower if the system allowed it, as my experience fell well below acceptable standards.

Difficult to book appointments by phone

It is difficult to reach the practice by telephone to arrange an appointment, as calls do not appear to be answered promptly.

Reception staff went above and beyond for us

The staff member mentioned is an absolute asset to this facility. Thank you for the help provided, which is given with genuine care and commitment rather than simply as a requirement. We would like to request that the clinical team continue to employ such dedicated individuals. Please pass on our commendation to them. Regards, a satisfied patient.

Reception staff attitudes vary considerably here

I relocated to this area approximately a year and a half ago. I was previously registered with a surgery in the Ilford area, which I found to be excellent. The transition was difficult as I had to deregister myself and my family when we moved to the Barking Riverside area. The reception staff, clinical staff, and healthcare assistants at my previous practice were all very helpful. My experience at my current practice has been quite different. My initial appointment was disappointing. I have had several interactions with reception staff—some have been pleasant, while others have lacked professionalism and understanding. This morning, I had a particularly frustrating encounter with a receptionist who seemed unhelpful and dismissive of my concerns. However, I have also experienced excellent support from another member of the reception team who helped arrange an emergency appointment and ensured my medication was processed promptly after identifying that my health needed urgent attention. Unfortunately, I did not get this staff member's name. During a recent phone call, a receptionist made comments suggesting that my concerns about my health were not a priority for the practice, which I found upsetting and unhelpful. This attitude added to my stress rather than alleviating it. The inconsistency in service quality is concerning, and it has made me hesitant about seeking care, as I worry about the standard of treatment I might receive. Looking at other patient feedback, it appears these issues may be recurring. Staff at a medical practice should be supportive and compassionate, yet some interactions have felt dismissive of patient concerns. The practice management would benefit from addressing these service standards.

Morning appointments disappear within minutes of opening

Aurora Medcare could enhance their morning appointment availability. It seems problematic that urgent appointments require calling at 8 am to book, yet when I called at that time, all slots were already taken despite being on the line for just a couple of minutes. The telephone queuing system appears to need significant improvement. This has been an ongoing issue rather than an isolated incident. The service standards appear to have declined from how they previously operated.

Compassionate care that goes above and beyond expectations

I've been a patient at this medical practice for years, and their commitment to patient care is truly exceptional. The administrative staff is incredible, always prepared to assist you and break down information in a clear, non-intimidating manner. Jacqueline Halling, Janet Murphy, and Ellie form an outstanding team that goes above and beyond to provide support. I am incredibly thankful for their time, kindness, and genuine concern. They were consistently courteous and warm, and I cannot express my appreciation enough.

Worst medical care ever avoid at all costs

Avoid this place at all costs or seek alternative medical advice. I was a mere 7 minutes behind schedule after a crucial medical appointment and was completely refused service. Absolutely reprehensible behavior.

GP Suspended: Doctor Faked Assault and Cancer Diagnosis

According to the Barking & Dagenham Post: Attention Patients, Dr. Gurkirit Kalkat, a general practitioner associated with Thames View Health Centre, has been reinstated despite attempting to falsely accuse a patient of assault and fabricating claims about having terminal cancer. His suspension lasted for one year starting in July 2024 after a tribunal concluded that he had committed "serious misconduct" during his interactions with a patient. During the proceedings, it was revealed that Dr. Kalkat inflicted injuries on himself by hitting his chest and colliding against a door while exclaiming "stop hitting me," all in an effort to wrongfully accuse an unsuspecting patient of assault. This GP sought to remove the said patient from his roster. In addition to this deceitful tactic, he also claimed that he suffered from blood cancer and had just six months left to live, as indicated by testimonies at the 2024 tribunal hearing.

Exceptional Care: Hope and Kindness at Aurora

The experience is truly worth the wait. The level of service provided by the doctors, nurses, and staff here exceeds all expectations. Dr. Sana Sarwar, Samantha, Dr. Okumo, and Dr. John have left me astonished with their exceptional care at this GP practice. You have instilled genuine hope in me to continue living and thriving despite my challenging circumstances. Your contributions as vital members of our Barking community cannot be overstated; after being overlooked by my previous GP for many years without raising complaints, I finally feel seen and supported. I would particularly like to express my heartfelt gratitude to Dr. Sana; thank you for everything you've done for me—it’s essential that it isn’t too late for me now that I've found this new practice! Additionally, a special mention goes out to the reception team at Thamesview—those front-of-house ladies display remarkable professionalism that deserves recognition! I have noticed how full of joy they are while genuinely caring about others’ experiences; it’s evident that kindness costs nothing yet can inspire individuals facing difficulties. My warmest regards go out to everyone at Aurora across both locations—your incredible staff makes a significant difference in patients' lives! If there happens to be any area where improvements could enhance this already wonderful service further, I will certainly bring it up with the practice management team.

Heartless practice turns away new mom and baby

I arrived for my scheduled 8-week postnatal check with my infant, which the practice had already delayed to 10 weeks. At the King Edward location, parking was exclusively permit-based, forcing me to walk 10 minutes and navigate unfamiliar streets. Consequently, I reached the office 10 minutes past my appointment time. Despite having a newborn and being a new patient, I was flatly refused service with no flexibility or understanding. The complete lack of compassion and rigid approach is unacceptable. Being turned away after already waiting weeks for this critical health check is beyond frustrating. This experience has been incredibly disappointing and has definitively convinced me to seek healthcare elsewhere. The way my child and I were treated is unprofessional and entirely unacceptable.

Reception staff attitude needs improvement

This surgery and its management appear to have challenges with the quality of their reception staff. There are concerns about the professionalism and conduct of certain team members in this role, and it would be beneficial for leadership to address these issues as a priority.

Long Wait Times and Disrespectful Patient Treatment

Today, I attempted to schedule an appointment over the phone since the online option was not accessible. I spent 50 minutes on the call but only progressed to number 3 in the queue, leading me to give up. This process lasted from 1:30 PM until 2:20 PM. Every couple of minutes, I had to listen to reminders that we patients must treat staff with respect. However, what about their demeanor towards us? I do not feel valued or respected in this situation.

Professional Excellence: Jacqueline's Outstanding Pediatric Care

Jacqueline is truly exceptional, displaying a high level of professionalism along with a deep understanding of her field. She is efficient and well-informed. This has been the finest service I’ve experienced in quite some time, and I would highly recommend this practice for all children.

Exceptional doctor delivers outstanding patient care

Recently consulted Dr. Peter Klesken and was absolutely blown away. What an incredible healthcare professional! Incredibly compassionate, attentive, and thorough. I cannot express enough gratitude - truly the most exceptional doctor I've ever encountered. Heartfelt thanks and blessings to this remarkable physician.