Aurora Medcare
Thames View Health Centre, Bastable Avenue, Barking, IG11 0LGContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled A Frustrating Experience
Rated 2 stars out of 5
by Anonymous - Posted on 28 November 2024
As a patient of Aurora Medcare, I've encountered several frustrating experiences. Securing an appointment often feels like winning a lottery. Twice, I've called promptly at 8 am, only to hear that the queue was already full. The receptionists, unfortunately, can be unhelpful. On one occasion, I was directed to the pharmacy instead of the GP as soon as I provided my non-English surname. It took persistent questioning to eventually secure an appointment, and even then, the attitude was less than friendly. Booking appointments for my entire family has also been a challenge. We've been given three separate slots in two different surgeries, a significant inconvenience. It's unclear whether this was a decision of the receptionist or a result of a poor booking system. While the doctors, especially at King Edwards surgery, are generally competent, occasional encounters with less helpful staff have tarnished the experience. I was once told off for seeking care from a private doctor when I couldn't secure any appointment through Aurora Medcare. On the positive side: I have noticed that the punctuality improved. Previously, I often had to wait over 20 minutes for appointments, but now they are generally on time. Overall, Aurora Medcare's service is clearly oversubscribed, and they continue to take on new patients. This, coupled with the occasional negative experiences with receptionists, makes it a frustrating ordeal for patients.
Visited November 2024
Aurora Medcare has not yet replied.
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Review titled Booking an appointment
Rated 1 star out of 5
by Anonymous - Posted on 28 October 2024
I have tried to book an appointment to see a doctor or at least a nurse and I’ve been told you can only book appointments at 10am. When I called at 10 am, you are 15th in line and when you are next in line the phone hangs up. So now how will I get an appointment, when I’m working at 10? So I have to stop my job and go to the GP to book an appointment. What’s the difference from calling at 2pm. Who came up with this idea?
Visited October 2024
Review titled Aurora Medcare
Replied on 30 October 2024
Dear Patient, I am sorry you have had issues booking an appointment. Urgent on the day appointments can be booked by calling at 8am daily or using econsult service available on our website. You mention calling at 10am which I assume would be for a routine appointment with a GP. There are other methods to arrange an appointment if you are unable to call at 10am when routine appointments are released daily. You can submit an econsult via our website requesting a routine appointment. There are also preleased appointments with GPs bookable via the NHS App. In relation to nursing appointments, these are bookable throughout the day. We implemented this system as between 8am and 10am we are dealing with the urgent/emergency appointment requests for the day. As things settle, 10am the system automatically releases routine GP appointments. Thank you. Kamal Manager
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Review titled Great doctor
Rated 4 stars out of 5
by Mrs ka stone - Posted on 24 October 2024
This doctor i always ask to see, they make me feel listened to an ask extra questions an I don't feel rushed out the room or throbbed off. This peculiar doctor always gets done exacally what's needed an never just palms you off with a prescription, unless actually needed. There's also a certain nurse that I love as well. Does all the same things as written above, both very friendly and polite an efficient.
Visited October 2024
Review titled Aurora Medcare
Replied on 30 October 2024
Dear Mrs Stone, thank you for your positive comments which will be shared to the team. Thank you. Kamal, Manager
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Review titled Great practice
Rated 5 stars out of 5
by Tatiana - Posted on 16 September 2024
Doctor was very helpful after my blood pressure was high, when I talked through other issue, she has recommended to get referral to specialist, this was priceless as normally I would be asked to book another appointment
Visited September 2024
Review titled Aurora Medcare
Replied on 17 October 2024
Dear Tatiana, we are grateful you have taken the time to leave your comments. It is encouraging for all our staff to receive positive feedback especially during stressful weeks in the NHS. I will share your comments with the wider team. Kamal, Manager
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Review titled Great care by nurse
Rated 3 stars out of 5
by Anonymous - Posted on 01 August 2024
Seen on time by a professional, caring nurse toady. It did not feel like a consultation at all. Thank you for being so kind.
Visited August 2024
Review titled Aurora Medcare
Replied on 17 October 2024
Dear Patient, thank you for your kind review. Our nurses and other staff strive to provide the best possible care for all our patients. Your comments will be shared by the whole team at Aurora! Kamal, Manager
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Review titled appaling appointments system
Rated 1 star out of 5
by Glenn - Posted on 07 May 2024
just trying to book an appointment is like trying to see the wizard of Oz or win the lottery ring after ten for non urgent apps see if you get one before they run out huge call queues, don't do online booking either
Visited May 2024
Review titled Aurora Medcare
Replied on 15 May 2024
Dear Glenn, I am sorry to hear you have find it difficult to obtain an appointment at the practice. We are under extreme pressure coping with the demand for appointments. We are looking into offering online booking for appointments and better ways to improve patient access. Did you know you can use the econsult service located on our website? www.auroramedcare.co.uk We are working hard to improve access and hope you will see results of this soon. Sincerely, Kamal Manager
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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