Aurora Medcare

Broken healthcare system destroys patient trust

I am deeply disheartened to compose this review, having been a loyal patient at this medical practice for over 15 years, personally knowing the staff from receptionists to doctors. However, since the transition from Thames-view Medical Centre to Aurora Medcare, the quality of service has dramatically deteriorated. While I understand COVID has significantly impacted the healthcare industry, causing backlogs and financial strain, having a medical practice that is virtually unreachable is unforgivable. After reading numerous other reviews, it's heartbreaking to see how far the practice has fallen. The emergency appointment phone line that disconnects patients while they wait in the queue is simply unacceptable. It feels like they are actively discouraging patients and suggesting we seek care elsewhere. In the past six months, I've experienced two medical emergencies, both requiring me to visit walk-in centers because the GP services are inaccessible and A&E services are overwhelmed. At this point, I only use the online system for repeat prescriptions. Like many other frustrated patients, I will be searching for a new GP practice, which saddens me deeply after such a long-standing relationship.

Heartfelt praise for exceptional healthcare team

The staff at both Thames View Centre and Dr John's surgeries have consistently demonstrated exceptional professionalism and compassion. From the welcoming receptionists to the attentive nurses and skilled GPs, their dedication shines through in every interaction, whether in person or over the phone. During the challenging times of the Covid-19 pandemic, their unwavering commitment to patient care has been truly remarkable. They've gone above and beyond, offering invaluable guidance, support, and treatment with genuine empathy and understanding. Words cannot adequately express our gratitude for their tireless efforts and courage in the face of adversity. These healthcare heroes undoubtedly deserve the highest recognition for their bravery and unwavering dedication. Our family extends our heartfelt appreciation to each and every one of you. We offer our sincere prayers to Allah SWT, beseeching Him to bestow excellent health upon you and your loved ones, and to shield you from the trials of viruses and illnesses that we face. Ameen sum Ameen.

Grateful patient praises nurse and receptionist

I'd like to express my heartfelt gratitude to nurse Gwen for ensuring my visit was so pleasant. The entire staff's warmth is noteworthy, with Mel at the reception desk being particularly welcoming. Your efforts are truly appreciated, everyone!

Grateful patient praises Christmas Eve clinic visit

I'm grateful for the unexpected yet remarkably positive experience I had at this medical facility on Christmas Eve. Despite the holiday, the entire staff, including the doctor who attended to me, demonstrated exceptional professionalism and care. The efficiency of the appointment was impressive, with everything running smoothly and promptly. The assistance I received was both thorough and beneficial. This visit has completely changed my perspective, and I now find myself considering this place for all my future medical needs. What a delightful surprise it turned out to be – I'm truly thankful for their dedication and service.

Gentle nurse Gwen: A kind and caring experience

Nurse Gwen's compassionate approach and tender care left a lasting impression. Her gentle demeanor and kindness made the experience remarkably comfortable. Without a doubt, I'll be requesting her services for future appointments.

Heartless reception fails mental health support

The service was abysmal. When I reached out regarding my mental health and seeking available support, I was cut off mid-sentence and brusquely informed that no appointments were available. The receptionist displayed zero empathy, completely failing to inquire whether I was experiencing a crisis or if I was alright. Instead, I was hastily dismissed and told to call back at 8am the next morning. After my own research, I discovered a 24/7 mental health helpline that the staff member never even mentioned or offered to provide. I'm deeply concerned about how such callous interactions could devastate individuals in more vulnerable situations than mine. This GP practice desperately needs a comprehensive staff review and must recruit more compassionate, professional personnel. Their predominantly one-star reviews speak volumes, and I'm convinced people would rate them even lower if possible. The treatment is utterly unacceptable and potentially harmful to patients' mental and physical well-being. Such unprofessional practices demand close monitoring and appropriate evaluation by regulatory bodies.

Declining medical care with unhelpful staff nightmare

The medical practice was satisfactory several years back, but has since deteriorated dramatically. With the exception of one or two staff members, the reception team is absolutely dreadful. Getting an appointment seems impossible, as they consistently refuse to schedule any. I'm bewildered as to how this facility continues to operate. The local council should seriously investigate and intervene.

Dysfunctional business fails to meet basic expectations

Completely ineffective operation, requires leadership overhaul and personnel replacement

Frustrating booking experience with unhelpful staff

Whenever I attempt to schedule an appointment, I'm consistently met with unavailability. I'm experiencing persistent discomfort in my lower chest area, and their customer service is incredibly frustrating. They interrupt and dismiss me, repeatedly stating they're fully booked and telling me to call back the next day. This approach is completely unacceptable and provides zero assistance.

Terrible healthcare with zero patient understanding

Worst GP practice I've encountered to date. When we're unwell, we rely on doctors. This practice is absolutely dreadful. It's hard to comprehend how the government or local council permits such substandard medical facilities to continue operating. Securing an appointment is nearly impossible, and when you finally do, the doctors barely acknowledge you, quickly assess your condition, and promptly dismiss you. The reception staff try their best within the practice's restrictive guidelines. For instance, if a doctor forgets to write a prescription, you might call to explain the situation and request a simple follow-up. One would expect basic common sense to prevail. Instead, they respond robotically: "Sorry, the doctor can't help. You'll need to book another appointment." Seriously? Another appointment for a prescription just moments after seeing the doctor? This explains why patients struggle to access medical care. The lack of empathy towards patients is appalling. We understand that people handle situations differently, and personal circumstances can make individuals more vulnerable or emotionally fragile. I can confidently state that this surgery demonstrates absolutely no understanding or respect for patients. If you're seeking a medical practice, avoid Aurora Medicare at all costs. Their GP service is among the worst I've ever experienced.

Positive experience at Health Centre blood test

I recently visited the Health Centre for a routine blood test and was pleasantly surprised by the quality of care I received. The staff were efficient and professional, making the entire process smooth and stress-free. The phlebotomist was particularly skilled, ensuring minimal discomfort during the procedure. Overall, I left feeling satisfied with the service provided and appreciative of the centre's commitment to patient care.

Exceptional care: Nurse Jackson's dedication shines

I'm truly grateful for the exceptional care I received at Brilliant Surgery. They consistently come through for me in my times of greatest need. I'd like to extend my heartfelt appreciation to Nurse Jackson in particular. Her dedication went above and beyond, providing me with the additional support and attentiveness I required. Her compassionate approach made a significant difference in my experience.

Frustrating healthcare experience with unhelpful staff

I'd give zero stars if possible. This service constantly creates complications. I'd rather go directly to the Hospital instead of seeking their assistance. Yesterday, I made a call. They instructed me to call back the next day to schedule an appointment with a nurse or doctor. I followed their guidance precisely. What response did I receive today? An apology that no staff is available. I was completely stunned and deeply frustrated. I cannot comprehend why they advised me to call back when they were already aware that no help would be provided to me.

Unprofessional dental clinic with incompetent students

I've now visited this dental clinic twice for a tooth extraction, paid my fees, and received absolutely no proper service. They assign students to perform procedures they clearly lack the competence or skill to execute. Any true professional should be proficient in their work, and if they aren't, they shouldn't be practicing. As a patient, I'm essentially paying for ineffective and inadequate treatment, which is completely unacceptable and unfair.

Worst healthcare experience ever terrible customer service

I'd rate this zero stars if the system allowed it. My interaction has been nothing short of a nightmare and utterly exasperating. For the past month and a half, I've been dialing their number at 8 AM daily, only to endure 30-40 minute wait times before they abruptly disconnect my call. The front desk staff demonstrate an alarming lack of compassion, displaying zero empathy when discussing my mother's suffering! What's the point of working in healthcare if you're completely indifferent to patients' well-being and medical challenges?

Frustrating healthcare hurdles block patient care

Thames view surgery is an absolute nightmare! The phone lines are perpetually jammed. I stood outside at 7:58am only to be handed a phone number and told I must make a telephone appointment before entering the building! (I've lost my voice and could barely whisper at the entrance, and even if I could dial, how would they understand my condition?) I attempted to call while standing outside, yet for over an hour all I heard was "sorry, we cannot take your call" Ultimately, I was emergency transported to hospital two days later with a severe escalation of my illness. This entire situation was entirely preventable. When will our healthcare professionals actually start prioritizing patient care???? If you're terrified of covid and/or patients, you have no business working in a medical practice!

Incompetent staff fails at basic medical request

Absolutely terrible service. Requested a particular medication on three separate occasions, yet they completely failed to comprehend and execute simple directions. Completely incompetent.

Exceptional service at top-rated clinic

The team at this clinic exudes warmth and hospitality, offering a truly personalized approach to their care. Their exceptional level of customer service sets them apart, creating an atmosphere that feels both professional and genuinely welcoming. In my experience, this establishment stands out as the finest medical facility I've encountered, thanks to their commitment to going above and beyond for their patients.