Practice Charter
🏥 Aurora Medcare Patient Charter
Putting You First—Every Day
At Aurora Medcare, we are committed to delivering safe, timely, and compassionate care to all our patients. This charter outlines what you can expect from us and how we’ll work together to support your health and wellbeing.
📞 Accessing Our Services
We are open and available to you during core hours: 8:00am to 6:30pm, Monday to Friday (excluding bank holidays). You can contact us in the following ways:
- By phone: Speak directly with our reception team
- Online: Submit routine or non-urgent queries via our online consultation tool
- In person: Visit our practice reception during opening hours
⏱️ What Happens When You Contact Us
- When you submit a request—whether online, by phone, or in person—you will be informed within one working day about what will happen next.
- This may include:
- Booking an appointment
- Referral to another service
- Advice or guidance from a clinician
- Signposting to appropriate care
💻 Online Consultations
- Our online consultation tool is available during core hours for routine and non-urgent queries.
- For urgent medical needs, please call us or visit in person.
- Requests submitted after hours will be reviewed the next working day.
🧑⚕️ Continuity of Care
We aim to provide continuity for patients who would benefit most from seeing the same clinician. If you feel this applies to you, please let our team know.
🤝 Our Commitment to You
- We treat all patients with dignity, respect, and compassion
- We strive to respond promptly and appropriately to your needs
- We protect your privacy and confidentiality
- We welcome feedback to improve our services
📣 Help Us Help You
To support our team and ensure fair access for all:
- Use online services for non-urgent queries when possible
- Attend appointments on time or cancel in advance if you can’t make it
- Be respectful to our staff—they’re here to help
