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 Honest review- 10 years registered
Rated 2 stars out of 5
by Gini - Posted on 21 November 2022
I've noticed a consistent downturn in this GP esp after it was merged and became Aurora. I will be honest and say the GP was good earlier on, there was a specific lady at reception who I always looked forward to speaking with, no matter how busy it got she would focus on you for the seconds on that call. However, services have deteriorated. My last 3 engagements, and finally my call this morning have left a bad taste and led me to write this review. The lady I spoke with this morning was so impatient with me trying to request my preferred GP and maybe as punishment for my indecision, ended up telling me I couldn't get the appointment time she has said was available. Getting an appointment here is like. lucky draw, you have to call in at 8am on the day and even when I called at exactly 8am (no second later, I was already 16 on the queue, yet I was unable to get an appointment! I also find it increasingly difficult to have continuity as on my last 3 visits, I have not managed to see the same clinician. Always someone new, some dismissive, some aloof. I have however not had an investigation or referral for the issue I have been going to the GP for. This is the same issue I called about this morning and unfortunately the lady who answered the call seemed to dismiss me. Due to these recent experiences, while I note that this was once a great GP to use, I would not recommend this GP today. I pay taxes and don't think I should be treated like I was seeking a freebie where I have contributed squarely. Sadly will start to look for a new GP.
Visited November 2022
Review titled Aurora Medcare
Replied on 01 December 2022
Dear Gini, I am sorry you have had cause to complain. Unfortunately, our front line staff are indeed facing great pressure to deal promptly with patients especially at 8am. This is to ensure patients are not kept waiting on the phone for too long. Thus any routine queries are dealt with after 10am. We are currently restructuring front line services and recruiting additional staff to deal with patients during peak times. We do try to provide continuation of care as much as possible but sometimes this is difficult due to GP schedules. If you are willing to wait we can book you with the GP of your choice in most cases. Emergency appointments are handled by GPs on rota for that day. Please contact me further should you wish to discuss your concerns. Thank you. Kamal, manager
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Review titled Great practice
Rated 5 stars out of 5
by M joti - Posted on 10 October 2022
I am staggered to have stumbled across poor reviews for the surgery.Recently I was seen by hca for my b12 injections at King Edwards. Regardless of how serious or not my need is, she without fail deal with me in the most courteous, considerate and speedy manner. I have never known any Hca to be as efficient and caring as her.
Visited October 2022
Review titled Aurora Medcare
Replied on 11 October 2022
Dear M Joti, thank you for your valuable comments which will be much appreciated by our team. With the extreme pressures on our services it is indeed our clinical staff and administrative staff doing the best they can with the resources available. Best wishes Kamal, Manager
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Review titled The appointment process is very unhelpful
Rated 1 star out of 5
by Thomas - Posted on 10 October 2022
Opens at 8am. Takes 7 minutes for the phone to connect. Then a bunch of automated messages saying "Your call cannot be dealt with right now" followed by the call ending. Finally get through, wait on hold for 30 minutes to be told no appointment, face to face nor telephone and I need to try again tomorrow. What if it's the same situation tomorrow? What's the point? This is why the A&Es are inundated, because the primary care fails them.
Visited October 2022
Review titled Aurora Medcare
Replied on 11 October 2022
Dear Thomas, I am sorry you have had issues obtaining an urgent appointment. I note you had called on a Monday morning which is the most busiest morning of the week. The phones open at 8am and can hold a maximum number of 35 calls in the waiting que. Unfortunately once you are in the que, we cannot interject with a message informing you appointments have all gone. Despite the message, we have many patients still calling for routine matters at 8am whereas they should call us after 10am. Reception staff are doing their best to deal with phone queries as fast as possible. The demand for appointments does taper off during the week. There are also alternative services our staff can assist you with once our appointments are gone. Thank you. Kamal, Manager
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Review titled Ignoring calls
Rated 1 star out of 5
by Anonymous - Posted on 03 October 2022
This is not about my visit to the go surgery but about calling in for blood test results around 6 times only for the receptionist to put the phone down by answering at first and then pretending she could not hear me. This is disappointing, people are calling in for test results etc. this needs to be investigated why the receptionist is deliberately pretending she cannot hear me whilst picking up my call.
Visited September 2022
Review titled Aurora Medcare
Replied on 04 October 2022
Dear Patient, we are indeed having issues with the call quality at our surgery. We have informed telecoms who are rebooting the system which should resolve this issue. I do apologise for the inconvenience.