Aurora Medcare

Disappointing GP Practice Fails Basic Patient Care

I am truly disheartened by the ongoing absence of concern, professionalism, and fundamental respect at this general practice. Whether it's the receptionists, nurses, or doctors, there appears to be a collective environment characterized by rudeness and an unwillingness to take responsibility for fulfilling their duties appropriately. Securing an appointment can feel like an impossible task. Frequently, you are informed that no time slots are open; however, when you press further or express your intention to escalate your concerns to PALS (Patient Advice and Liaison Service), suddenly an appointment becomes available. This kind of dishonest and dismissive conduct is intolerable and implies that access to necessary care is being unfairly restricted. Even if you manage to schedule an appointment successfully, you often find yourself waiting significantly longer than expected—sometimes 30 minutes or more—without any apology or explanation provided. Such a blatant lack of regard for patients' time and wellbeing exemplifies why the NHS struggles at the frontline. It’s evident that this practice does not place patient care as its primary focus; regrettably, it has turned into a facility one hesitates to reach out to. The foundation of the NHS rests on compassion, equity, and service—qualities that seem severely lacking in this instance. My sincere hope is that this feedback encourages thoughtful introspection leading to prompt enhancement in services offered here. Patients certainly merit superior treatment.

Frustrating healthcare experience with unhelpful staff

I spent an excruciating hour and a half on hold, only to have them abruptly disconnect the call without any interaction. When I personally visited the medical office, the receptionist immediately started making weak excuses and attempting to deflect responsibility for the poor service.

Poor Customer Service: Unresponsive and Unhelpful

The quality of customer service leaves much to be desired; they are often unresponsive to phone calls and fail to provide assistance when it is needed most.

Unhelpful and rude customer service representative

The customer service representative, a large-bodied English woman, displayed an extremely irritable demeanor. I observed her interacting with several customers seeking assistance, and she responded with visible frustration, seemingly annoyed and unwilling to address their inquiries effectively.

Great reception staff

First time visiting this GP. First impressions are great! The receptionist Farrah, went above and beyond to help me get an appointment for my daughter. She was friendly and caring. The surgery itself has many facilities and lots of doctors. We were seen reasonably quickly and I’m happy with the outcome of the doctor’s consultation. Thanks again Farrah!

Unavailable and Unhelpful: A Patient's Nightmare

This is the most ineffective general practitioner I have ever encountered. Appointments are rarely accessible, and when you finally manage to see them, they offer no assistance whatsoever. Their lack of care has left me in a deeply painful and challenging predicament.

Receptionist Discrimination Overshadows Exceptional Staff Members

My interactions with the receptionist, Gill, have consistently been disappointing and alarming. I have faced significant disrespect, lack of assistance, and an aggressive demeanor. On several occasions, she has abruptly terminated phone calls while I was still speaking, hindering my ability to discuss my healthcare concerns. What is particularly troubling is the evident discriminatory conduct shown towards individuals from specific religious backgrounds—a behavior I have unfortunately witnessed firsthand. Such treatment is entirely intolerable in a medical environment. Additionally, I've come across numerous reviews that echo similar complaints, highlighting a broader issue concerning this person’s professional behavior. This level of reception service complicates the process of obtaining necessary care and unnecessarily burdens patients with added stress. It requires immediate action from the management team at the surgery to rectify these problems. Conversely, some receptionists truly stand out for their excellence—Bonnie being one such individual who consistently demonstrates kindness and willingness to help. Furthermore, I'd like to acknowledge Christiana for her remarkable support during her tenure here; her kindness made a notable impact on patients' experiences. Their contributions genuinely enhance patient care in ways that are greatly appreciated by those they assist.

Farat's Exceptional Care at Aurora Medcare

I want to extend my heartfelt gratitude to Farat Farooqui at Aurora Medcare, who truly shone today (22/05/25). When I reached out with some personal inquiries, she was incredibly accommodating. She patiently answered all my questions, provided clear explanations, and even offered assistance with additional matters that hadn’t been part of my initial queries. Finding someone so considerate, attentive, and genuinely eager to assist is a rarity—especially considering how hectic things can be at the reception desk. Farat’s support significantly enhanced my day, and I sincerely value the thoughtful manner in which she addressed everything. I made a commitment to write a review based on this wonderful experience, and I'm delighted to follow through on that promise after such positive interaction. Thank you once more for your exceptional service, Farat!

Terrible experience at medical clinic with unfriendly staff

Stopped by this location for my kid's initial BCG shot. The neighborhood is sketchy, with homeless individuals hanging around. Parking was a complete nightmare - only business permit spaces available, forcing me to sit in my vehicle. The plump receptionist with a bob haircut and glasses was incredibly unhelpful. When I asked about parking options, she dismissively told me to "read the signs outside" - absolutely zero customer service.

Avoid this medical practice at all costs

Avoid signing up with this organization at all costs. Completely pointless and inefficient.

Neglected Customer: No Management Response After Request

The quality of the service has been unsatisfactory. I asked for management to reach out to me regarding my experience, but I have not received any calls.

Excellent Care from Dr. Sana at Our GP Visit

Today, we visited the GP for my son's follow-up appointment and were seen by Dr. Sana. She is an amazing doctor who provided exceptional care. She thoroughly assessed my son's persistent cough and also took the initiative to check for iron deficiency, recommending a blood test. Her professionalism and attention to detail made us feel reassured. We truly appreciate her dedication and kindness.

Terrible healthcare service that fails patients completely

Absolutely terrible medical practice. Scheduling an appointment is impossible, even with a newborn child. The staff's lack of assistance is appalling. I've made numerous calls seeking urgent medical attention, yet received no appointment. Their immediate response is to direct patients to the emergency room or call the health helpline. I'm completely exasperated with this general practitioner's service.

Frustrated Patient Slams GP for Terrible Service

This is the most disappointing general practitioner I have ever encountered. I’ve visited numerous GPs in the past, but this one stands out as the least satisfactory. The appointment system is extremely inefficient; they leave you on hold for an extended period only to inform you that all slots are filled. Additionally, the staff lacks helpfulness. When it comes to obtaining blood test results, it feels like a never-ending cycle of phone calls with no answers. My son had a blood test done weeks ago, and despite our persistent inquiries assuring us they would reach out, we have yet to receive any follow-up call. It's essential for the government to intervene against such practices by GPs. Honestly, I would rate them zero stars if possible.

Terrible service and frustrating appointment booking nightmare

This Aurora Medcare is a subpar healthcare facility with absolutely no regard for patient care. I've been attempting to schedule an appointment for over ten days, and they consistently fail to provide any available slots. I've made more than 20 phone calls, enduring hour-long wait times, only to be told everything is fully booked. Even the reception staff are unhelpful and incredibly discourteous. Aurora Medcare is undeniably a third-rate medical practice with zero professionalism.

Elderly patients failed by broken healthcare system

Deeply frustrated that my elderly mother, at 87, is unable to secure a medical consultation. She's seriously unwell and has been instructed to either phone at 8am or contact emergency services. This is an incredibly disheartening healthcare experience. My heart goes out to all senior citizens who are left without adequate support.

Mixed Experience: Nice Nurse, Questionable Service

The location is not great, but Nurse Linda is incredibly kind. A receptionist even suggested that I should share my thoughts in a review, which made me chuckle.

Great Service, Challenging Appointment System

Having been a patient at this GP practice for more than a decade, I can confidently say there has never been cause for dissatisfaction. The team of staff, including doctors and nurses at King Edward Rd, are consistently friendly and incredibly supportive. Although it can be quite aggravating to secure an appointment via phone calls, this isn't something they are responsible for. There is certainly no justification for being impolite when interacting with them. My only suggestion would be to reconsider their somewhat rigid appointment system and explore options that enable patients to schedule their appointments independently instead of enduring the frustrating process of waiting on the line at 7:58 am in hopes of securing an opening.

Unacceptable treatment

I booked an emergency appointment with doctor on 5th December due to high blood pressure in early pregnancy. I was in A&E the night before as I was sent there by my midwife but I could no longer wait in A&E after 6 hours so I returned home and booked gp appointment. I was seen by a young doctor at King's Edwards who I felt was annoyed why I didn't continue to wait in A&E and then she was complaining that my midwife should be keeping an eye on my Blood pressure. I explained to her Midwife did whatever she could do and the GP surgery knew about my high blood pressure since beginning of my pregnancy in October so they should've done something. Anyway the lady doctor then prescribed me blood pressure tablets and made comments like: 'These are twice a day high dosage and safe in pregnancy. However, be mindful it can lower your blood pressure also so you need to be careful and monitor your BP'. She didn't provide any evidence whether I need to take these continuously or only when my BP is high. This was bit shocking to hear from a doctor who actually was putting doubt in my mind about taking BP tablets so since then I did not start the tablets as I am worried they will make my BP fall low so it could cause more issue with my pregnancy. Now I am just waiting for my next midwife/consultant appointment to discuss this with them. We are humans so treat us like humans. There's many of us go through so much just to have a child so don't treat us less or a human. This is my first pregnancy and the experience especially with GP service so far made me really scared and worried. The only good service I had was from a lawecom doctor I was seen by in October. He was brilliant and I wish If I got to see him again. NHS isn't free service we contribute towards our medical care. I work full time and so much is deducted on monthly basis for services like NHS so why do these doctors treat us like they giving us free service.

Frustrating gp service fails patients in urgent need

Every time we contact our GP to secure an urgent morning appointment, as directed by the Accident & Emergency department, the receptionist claims no slots are available. This recurring response has become frustratingly consistent. The level of service is utterly unacceptable and requires significant improvement. I would rate this GP surgery's performance as completely unsatisfactory, with zero marks for their responsiveness and patient care.