Aurora Medcare - Ratings and reviews
Reviews
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Review titled No care for babies
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2024
Absolutely disgusted that i could not get an appointment for my 5 month old baby, explaining he is very congested chesty cough and wasn’t taking his bottles, and when I asked if a manager or supervisor can come to the phone because I wanted to ask why babies aren’t priority, to then be constantly told they’re too busy?!, Yes i got extremely angry and did swear, because my baby is unwell and needs to have a check done which takes 2 minutes!! Seems no priority for babies is taken i have been at this surgery since i have been a baby more than 30 years, and the last couple of years has been horrendous to get appointments for my babies!
Visited February 2024
Review titled Aurora Medcare
Replied on 28 February 2024
Dear Patient, I am sorry you have had reason to raise this complaint. Following investigation of the case, I can see you called on Monday morning for an urgent appointment for your child. Unfortunately, the appointments with the GP had gone for the day. We could not book with our Nurse Practitioners due to the age of the child. You were offered an appointment at our extended access service which you declined due to distance. I can understand your frustration in obtaining an appointment for your child but the use of aggressive or rude language is not tolerated towards our reception staff. Managers are available to discuss concerns should you wish to raise a complaint but at times may not be present in the call centre to attend to calls. Following your consultation with our GP, I do hope you realise the pressure practices face daily coping with demand. Consultations are not 2 minute jobs nor would GPs quickly review a sick patient. There are set number of appointments we offer daily as urgent following which our reception staff triage and signpost to the most appropriate healthcare professional to meet your needs. I do hope you will keep this in mind in the future when you do call the practice. Should you wish to discuss this further please call the surgery. Thank you. Sincerely, Kamal Kalkat
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Review titled Excellent Practice
Rated 5 stars out of 5
by Ilyas - Posted on 26 February 2024
Just registered with the practice and had my first appointment. The whole process went smoothly. An excellent experience from reception to the consultation with the doctor. Great service overall! Thank you.
Visited February 2024
Review titled Aurora Medcare
Replied on 28 February 2024
Dear Ilyas, thank you kindly for your review. We hope to have a good patient/surgery relationship with you in the future. Please do access our website for further information: www.auroramedcare.co.uk Sincerely, Kamal Kalkat Practice Manager
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Review titled Cancelled appointment
Rated 1 star out of 5
by Lauren Young - Posted on 28 February 2024
My baby’s 8 week vaccination was cancelled by them and they can’t fit her in for additional month. She will have her first vaccinations at over 13 weeks old, but don’t worry… they will just delay the other ones too. I’m pretty sure baby vaccinations are supposed to happen at certain times so they don’t get ill. Let’s hope she doesn’t.
Visited February 2024
Review titled Aurora Medcare
Replied on 28 February 2024
Dear Lauren, I would like to apologise on behalf of the practice. Your baby's appointment was cancelled last week due to our nurse being ill. When you tried to rebook your appointment, the next available nurse appointment was given to you. This appointment would have caused a delay in the first baby immunisations for your child. I am happy that we have resolved this issue and arranged an urgent appointment tomorrow. Our reception staff have been notified of the incident and further training will be provided in our upcoming practice staff meeting. We have completed a significant event form which will be kept on file for review. Thank you for bringing this concern to my attention and hope such incidents do not occur in the future. Please do feel free to speak to one of our managers with any concerns. Sincerely, Kamal Kalkat Practice Manager
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Review titled Poor Practice
Rated 1 star out of 5
by Anonymous - Posted on 30 January 2024
I have been suffering for the last three months. After requesting from my pharmacy and from nurse, they gave me an appointment to measure the blood pressure and on that they said you don't have high blood pressure. Even after informing the records and nurse appointment, they did not do anything. My pharmacy was worried about me and asked for a 24-hour BP check. On that check my BP came very high. (Max sys 180 and dia 139) I am not able to work for the last 3 weeks due to my headache and neck pain. When I met the GP the GP also told me this is nothing your test result is even better than mine!!!! When I informed her I had Migraine since my teenage age I was sure it was not my migraine pain she was bold in her decision. Last 4 days I have been continuously calling for an appointment with the GP (starting from 8 am for an hour queue) they informed me that they don't have any appointments and the headache and blood pressure it's not important to see a doctor. I can have an appointment with paramedics!!!!!! Everyday morning it's going on. I start calling them at 8 when the cue starts from number 60 at 8:am and when they receive me at 8:55 they will inform no appointments available, and I can go to the paramedics!! The receptionist needs training and the doctors also need to treat people as human beings, not as animals. When someone calls a doctor, they do it because of their sickness. I have not been able to work for the last 3 weeks, even someday I cannot get out of bed. But for this GP, this is not a medical problem at all.
Visited January 2024
Review titled Aurora Medcare
Replied on 02 February 2024
Dear Patient, I am sorry that you have had cause to complain. Aurora Medcare has a large team of competent healthcare professionals addressing the needs of our patients. We have GPs, nurses, advanced nurse practitioners ( adult and child), healthcare assistants, physiotherapists, paramedics, social prescribers. They are supported by the clinical team present at all sites. Our reception team offer support and advice and navigate to the most appropriate healthcare professional. Any referrals to 111, Pharmacy First or the out of hours services, we receive reports of outcomes and action any advice accordingly. Please contact the managers at Aurora Medcare so we can review your concerns. Thank you. Kamal Manager
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Review titled Amazing service
Rated 5 stars out of 5
by Adesoji Adelana - Posted on 26 January 2024
The nurse that attended to me was extremely helpful, gentle, thorough and nice. She paid attention to my complaints and attended to me very well. Thank you Nurse for always being helpful and gentle.
Visited January 2024
Review titled Aurora Medcare
Replied on 02 February 2024
Dear Adesoji, thank you for your comments with regards to your recent visit to our practice. I note you had been consulted by our long serving nurse practitioner who indeed is a great asset to our practice. Thank you. Kamal Manager
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Review titled Had to change GP
Rated 1 star out of 5
by Anonymous - Posted on 17 October 2023
This has been my GP for years and years but unfortunately I’ve had to change. The receptionists are rude and unhelpful and it’s impossible to get an appointment. I recommend them changing their appointment system and hiring receptionists who know what they are talking about.
Visited September 2023
Review titled Aurora Medcare
Replied on 19 October 2023
Dear Sir/Madam, I am sorry to read your comments with regards to your dissatisfaction with our practice. Appointments are always as issue with demand surpassing supply. Yet at the same time we are fortunate to have Advanced Nurse Practitioners, Nurses, Paramedics and Pharmacists providing additional support. In cases we are unable to book you an appointment, we will signpost you to alternative health services. We provide daily urgent appointments and routine bookable options too. We indeed have had new reception staff members being trained as we now have a call centre taking pressure off front reception to deal with patient queries. I am sorry to hear you had decided to move to another practice. Wish you all the best. Kamal Kalkat Practice Manager
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Review titled Great experience
Rated 5 stars out of 5
by Anonymous - Posted on 11 August 2023
Doctor was really helpful and quickly understood the issue (anxiety) and gave me several helpful options, including therapy, grounding techniques and meditation. I felt understood and well looked after. The receptionist was also very pleasant and helpful.
Visited August 2023
Review titled Aurora Medcare
Replied on 21 August 2023
Dear Patient, thank you for your kind comments. We aim to deliver high quality services to our valuable patients which can be quite demanding at times. We rely on our patients' understanding and cooperation. Your comments will be shared by our whole team. Regards, Kamal Manager
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Review titled Truly awful practice
Rated 1 star out of 5
by Adam Smith - Posted on 27 July 2023
The staff really don't care about your experience as a patient here. I've requested multiple for some medication to be added as a repeat prescription but this has been ignored multiple times. I've had to explain so many times but it just gets ignored. Each time I speak to them it's a different excuse for why it's not been added. For some reason I have to request the medication each time. This isn't the case for other people I know who take this medication. It's impossible to get an appointment here and I've been driven to using private GPs because this practice is so useless.
Visited July 2023
Review titled Aurora Medcare
Replied on 28 July 2023
Dear Adam, thank you for your feedback. Medications are placed on repeat list only at the discretion of the GPs. This is patient specific and not a general rule for all patients. Acute medications are on the list so usage can be monitored by the GP. I have requested the GP to review your request and if appropriate will be actioned. I am sorry you feel you are unable to obtain an appointment at the practice though I note you have been seen in the past few weeks at the practice. We offer routine appointments bookable in a few weeks time and on the day urgent appointments also. Each request for appointment is triaged and patients are directed to the appropriate clinician or service. We do try to provide the best service and care for our patients despite constraints in the NHS. Should you wish to discuss this further, please call the surgery and speak to one of our managers. Thank you. Kamal, Practice Manager
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Review titled Great Doctor
Rated 5 stars out of 5
by Simon Constable - Posted on 28 July 2023
The Doctor I saw today was very understanding and listen to everything I told them what was wrong and he explained what he was going to do, I was very happy with my experience with the Doctor
Visited July 2023
Review titled Aurora Medcare
Replied on 19 October 2023
Dear Simon, Thank you for your positive comments which will be forwarded to our clinical team. Kamal
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Review titled Great practice
Rated 5 stars out of 5
by Anonymous - Posted on 07 June 2023
Very professional. My experience was awesome. Prompt service. I was attended to and my problem was resolved. From the reception to the medical staffs
Visited June 2023
Review titled Aurora Medcare
Replied on 15 June 2023
Dear Patient, I am delighted to hear your experience at the practice has been very positive. In the past few weeks we have worked on our access improvement plan by recruiting additional clinical and admin staff. We now have a dedicated call centre receiving patient calls, we have increased our clinical team by hiring a specialist paediatric nurse and GPs. We continue to listen to our patients to provide the best quality of care possible. Thank you for your encouragement to the team which is very much valued.