White Cross - Lunn Ave Urgent Care and GP image

White Cross - Lunn Ave Urgent Care and GP

Medical clinic

😠 Doctors and nurses are polite and very professional and can't fault them but, they have a young white kiwi woman receptionist who is obviously very racist. I have observed her treating multiple Maori and Pacific people very rudely and then be polite and friendly to white people. This went on for alm... People often mention doctor, hours, waiting, receptionist, told, service, time, care, phone, nurse,


Address

110 Lunn Avenue, Mount Wellington, Auckland 1072, New Zealand

Website

www.whitecross.co.nz

Contact

+64 9 570 8899

Rating on Google Maps

2.00 (184 reviews)

Open on Google Maps

Working Hours

  • Tuesday: 8 am to 8 pm
  • Wednesday: 8 am to 8 pm
  • Thursday: 8 am to 8 pm
  • Friday: 8 am to 8 pm
  • Saturday: 8 am to 8 pm
  • Sunday: 8 am to 8 pm
  • Monday: 8 am to 8 pm

Featured Reviews


Frequently mentioned in reviews: doctor (27) hours (18) waiting (18) receptionist (14) told (14) service (14) time (14) care (12) phone (12) nurse (12)
Reviews are sorted by relevance, prioritizing the most helpful and insightful feedback at the top for easier reference.
  • 1/5 Boston T. 7 months ago on Google
    Doctors and nurses are polite and very professional and can't fault them but, they have a young white kiwi woman receptionist who is obviously very racist. I have observed her treating multiple Maori and Pacific people very rudely and then be polite and friendly to white people. This went on for almost three hours. The other older white kiwi receptionist was the complete opposite, polite and very friendly.
    9 people found this review helpful 👍

  • 1/5 Liam S. 1 year ago on Google
    Absolutely disgusting behaviour from the 2 elderly receptionists. I arrived at the supposed urgent care in agony. Krystyna was horrible to my flatmate who went into the clinic, as I was struggling to get out of the car. She told her “Auckland hospital would have been a better place to take him” I’m all better now as we left and found proper medical treatment. Someone needs to look into this. Wouldn’t even expect this in a third world country. The waiting room only had one person in there, so it wasn’t as if they were busy. DO NOT GO TO THIS PLACE!
    8 people found this review helpful 👍

  • 1/5 Rachel N. 1 year ago on Google
    Shocking attitude from the two older RECEPTIONISTS . One is named Chrissy and I'm unsure of the other one's name. The younger receptionists are always professional and polite. I have had so many upsetting interactions with these two older receptionists and I dont know how they keep their jobs with the way they behave towards the patients. Despicable women. I am sad to have to leave this medical centre as my longtime GP works here (Dr Angela), but I can not be treated like this any longer everytime I ring or go in to see my doctor.
    7 people found this review helpful 👍

  • 1/5 Emelda B. 1 year ago on Google
    Reception extremely rude, called in to see if an appointment was possible. was told it was fully booked so I asked if there were any other days, or clinics that had available appointments. Reception said no she’s really busy and hung up straight away, extremely poor customer service even for a returning patient. Considering switching clinics
    6 people found this review helpful 👍

  • 1/5 Paul R. 1 year ago on Google
    This is the worst community medical centre I've ever seen. We have been registered here for many years, before it was OK, and since Covid, we no longer have direct access to our family doctor. You have to wait at least 40 minutes on the phone to talk to the receptionist with the worst attitude. And instead of seeing the family doctor directly, they had the doctor call the patient every time to make sure the patient was worth seeing before they let us make another appointment. These tedious procedures and endless waiting make us reluctant to go to the doctor even if we are sick or need some normal tests. What's even more ridiculous is that they put a bodyguard at the front door so that patients can't just walk into their clinic. Doctors are also perfunctory. We've had enough!
    5 people found this review helpful 👍

  • 1/5 Mark T. 5 months ago on Google
    It’s next door to,our home so we go there on the weekends when our GP is shut. Wait time long, probably to be expected. Receptionists often under pressure so grumpy, one even told of a caring nurse in front of me, for not following procedure when she just bandaged me up and got me going, saving time for everyone. Doctors turn over so are variable have had first rate modern practice great care and very poor out of date care. All the nurses have been great. What is terrible is that it is filthy, like some of the third world hospitals we have seen while working in tough places with the UN. Blood on the floor can be left for hours. It reflects for profit, lowest common denominator medical care. Most of the people working there are newly immigrant. Great people I am sure but I am not sure they understand the standards we are used to in NZ. The standards can but not always reflect some of the tougher places in the third world I have worked in (UN NGO).
    5 people found this review helpful 👍

  • 1/5 Melissa F. 1 year ago on Google
    Terrible service! The receptionists are rude and completely unsympathetic. One lady asked for an update and the receptionist started shouting at her. After being told on the phone there was a 1.5 hour wait, I got there and was told it was 3 hours and only left after 4 hours. The doctor I was next in line to see, messed around between his office and the lunch room for over 25 mins. He then left as he said his shift was over. It was my worst ever experience at a medical facility.
    5 people found this review helpful 👍

  • 2/5 nirosh g. 2 years ago on Google
    Only what I can say is they are very inefficient in service. Taking ages. The at the reception is not bad but way slower. I dnt know how they operate if at peak times. Filling forms is as usual as everywhere. But I wish that would be great if they or any clinic can implement a system from which they can grab details through NHI number. But not a lot of places offer walk in appointments. So, that is highly appreciated anyways. A pharmacy is available onsite.
    4 people found this review helpful 👍

  • 1/5 Darren P. 1 year ago on Google
    I really do not like coming to this place every single time I have been here I wait at least 2 hours. It can be busy or just 3 people you will wait 2 hours. When you get to the back the Dr is standing and having a a chat with the nurse about his vacation. They seriously have to work on getting patients seen faster.
    4 people found this review helpful 👍

  • 1/5 Sheida M. 1 year ago on Google
    I wish I could rate them Zero. It was the worst experience I have ever had. I was literally crying when I came out of this place. The receptionist girl was so unprofessional and her attitude towards people was horrible. I registered with White Cross several months ago when we moved to this area and when I got there yesterday they told me that my name is not in their system so they have to charge me as a casual patient. I said it was OK as I was in terrible shape and wanted to see a doctor. I asked if I could register while waiting, their response was shocking!!!! They said they couldn't find the forms!! After 50 minutes of waiting, they said there is something wrong with their system and they can't access my NHI number therefore they will consider me as a visitor and not a resident in NZ. I email them my resident visa and a bunch of other proof that shows I am a resident in NZ but NAHHH. The situation was ridiculous, at least the nurse was pretty nice and accommodating. They requested ID which I provided but in the end my name and address was wrong on my prescription and they said they can't fix it. Finally I got out of there after 3 hours exhausted and drained. Next time, when I am in pain, I probably prefer to die at home instead of visiting them. Never ever again.
    4 people found this review helpful 👍

  • 1/5 Rodrigo H. 1 year ago on Google
    Unbelievably rude receptionists. No matter what, they are always moody, difficult and completely unsympathetic about the mistakes they’ve made on multiple occasions. Such a forgetting to book me in or not answering the phone - but instead responding rudely despide my polite manners. Doctors and nurses are amazing and are the only reason I’m still there
    4 people found this review helpful 👍

  • 1/5 Melissa S. 1 year ago on Google
    Over 1 hour currently on the phone on hold. The receptionist answered 40 minutes ago, said 'Can you hold?', put me on hold without me being able to answer and 40 minutes later I'm still on hold. Over an hour in total. I'm officially changing Dr's - this place has probably the worst service I've ever experienced. Rude. Slow. Fred Gudak is the exception (fantastic Dr) but I have nothing good to say about anyone else there. Their knee 'specialist' has never heard of my previous surgery before and googled it in front of me. No thanks. UPDATE: After 1 hour and 18 minutes on the phone, I hung up. Called another Dr in Mt Wellington and after 3 rings they answered and had me booked in for an appointment. Don't waste your time with White Cross Lunn Ave - they certainly don't care about it enough.
    4 people found this review helpful 👍

  • 1/5 Gaurav D. 1 year ago on Google
    I am looking for zero star. 1 is too much. Absolute mess. Reception doesnot have any idea whats going on at back. 3 hours wait and coudnt bear more and left without seeing Doctor and that too at off peak time. Dont know how they operate at peak hours. They need to advise wait time upfront but again only if they have idea whats going on.
    3 people found this review helpful 👍

  • 1/5 Kunwarpal C. 9 months ago on Google
    Terrible terrible terrible horrible receptionist and service and her way to talk. Better to go anywhere or hospital try to avoid white cross. They do not care at all. We went with my 8 weeks old baby girl and because of Saturday our GP was closed so first Time ever we went there but after 2 and half hours waiting we have to leave without see Dr. It’s terrible. Somebody really need to look into there or tell the people it’s not for walking.
    3 people found this review helpful 👍

  • 2/5 Annemari D. 11 months ago on Google
    Waiting for a phone call from White cross is like waiting for Christmas. Got told at 9:35 a nurse will phone me back within 2 hours. I phoned back at 12:30 (3 hours later). Got told they are busy, but promise to phone within 2 hours. It is now 5:30, i phoned again and got told again that the nurse will phone back. What is going on? You work with sick people. I used to get good service from white cross Lunn ave, but that has changed. Please do as you promise.
    3 people found this review helpful 👍

  • 1/5 Fabian F. 1 year ago on Google
    Terrible service! Even though you are dying of pain, rather than the doctor taking a fast look at you, you must go through a sequence of steps before receiving treatment. To begin, you must fill out a form with so many questions to answer that you must wait in line at the reception. Then they'll look at the information you've provided and place you in one of two groups. All first-time guests are sent to the right side of the reception, whereas those returning for the second or third time are directed to the left side. After around 15-20 minutes, a nurse will call your name and take you to a room where you will be asked numerous questions to help you comprehend what is going on. They then make you sit in the common area, where everyone who had been separated at reception are reunited. The GPs will then go about, although it takes an average of more than an hour for a GP to address a patient. When your doctor calls you in, you'll be asked the same questions over and over. The whole thing is pitiful, depressing, and bizarre. This is something that the Commissioner of Health and Disability should take note of. This is heartbreaking and unacceptable!
    3 people found this review helpful 👍

  • 3/5 A C. 7 months ago on Google
    UPDATED we went again today and waited almost 3 hours. They didn’t look busy and the waiting room turned over multiple times before we were seen however apparently that was due to a number of urgent cases. Care was still excellent and we never feel like any of the doctors rush us through but definitely prepare for long waiting times. I was told there was one patient ahead of us then 45 mins later we still hadn’t been seen. I went up again and the receptionist checked out the back and suddenly someone was coming to see us. I understand these walk in centers are under pressure and I hate putting additional pressure on the receptionists but that seems to be the only way to get seen!!! —- First review In contrast to most of the recent reviews we had an incredible experience here! My daughter had an ear infection and couldn’t get to see her normal doctor for a week (busy after the long weekend) so I, hesitantly, brought her here after school. Prepared for the worst we were in and out in 45 minutes including nurse assessment, doctor visit and script. No queue. Staff were all lovely. Maybe we got lucky but we were super happy with our experience. The only thing I’d say is it is freezing inside the doctor’s room so bring a sweatshirt!
    2 people found this review helpful 👍

  • 1/5 Keagen R. 11 months ago on Google
    I understand that I came in on a weekend day, however I was in too much pain to travel to Pakuranga where my normal GP is. I clearly had a fracture in my ankle, and was made to sit in my muddy rugby uniform with grazes and blood. I was told I was 4th in line at 1.30pm. We asked if we could get an X-ray while no one was in the radiology room which we eventually found out closed at 4pm. We begged for a quick referral due to my pain and swelling, but got told to sit down. I wasn’t offered crutches, ibuprofen, ice or anything. Eventually got seen at 6.30pm by a nurse only to be seen by the doctor at 7.45pm. She was useless at best, and I was told not to go to ASCOT hospital as I would get refused, instead go to Auckland Hospital. Thinking that was a load of S### we went to ASCOT and were seen immediately, with the X-ray and consultation done in 30 minutes only to find out it was a very serious fracture and bone shift and I ended up getting surgery 1am that evening. Poor service, incompetent, lack of knowledge and failure to utilise services when they’re free. Avoid this place if you can :)
    2 people found this review helpful 👍

  • 1/5 Zhelin 9 months ago on Google
    if i could somehow hack into google's system and leave negative stars i would absolutely do this just for this clinic. receptionist was nice but almost gave me a migraine over her complete lack of awareness regarding just how slow she was. i had spoken to someone else sitting just next to me and had found out that they had literally been waiting for over 5 hours (waiting for doctor kabir) because the doctor had gotten someone's name mixed up with his...this is completely unacceptable service for a clinic that charges over $100 per appointment. if your life was in danger i would advise you to go to the pharmacy next door instead as atleast someone will help you and won't keep you waiting indefinitely.
    2 people found this review helpful 👍

  • 1/5 S �. 7 months ago on Google
    Terrible, doctor totally unprepared. They really don’t care. I wonder why they choose this job if they don’t care about people. Last Sunday no doctor available, and we have to pay for i service we didn’t received; they promised us to call us on Monday the day before and that never happened, after calling on Tuesday with no response, call again on Wednesday and they said they will call us again on Monday! Im sick now i dont want to speak with a doctor in 2 weeks. I paid for no service. Another day i burned half of my hand and part of the arm with oil, i went, wait, paid just tell me to put the hand under cold water 😂 i asked some cream for burns she said no we are closing now and there is nothing such as a cream for burns! 😂😂😂 😂😂😂 i came to this place a couple of times and always unprofessional and unprepared nurses and doctor. We will change clinic.
    2 people found this review helpful 👍

  • 1/5 Emperor Yu (. 8 months ago on Google
    Lady lied that they were at capacity and turned us away but let others in on the basis of the condition as it seems like they wanted to close on time. Clinic was virtually empty. Hope it's not a racial or age thing either. Disgusting behaviour, someone needs to do something about this. Will investigate with the heatlh board to see what can be done
    1 person found this review helpful 👍

  • 1/5 Annie V. 8 months ago on Google
    Appalled that there were NO doctors working. Before covid this used to be a somewhat reliable place to go for urgent care, not any more. It's such a shame this is what has happened to community healthcare. The receptionist took a while just to tell us there were no doctors on sites despite there being no one else waiting or around. After reading reviews it's amazing she still has a job. Must be some sort of nepotism.
    1 person found this review helpful 👍

  • 1/5 S B. 6 months ago on Google
    Very bad first impression ! The receptionist is very rude and not shame of being racist ! She doesn’t have filter and not even try to hide her hate toward different culture ! Her tone , language , and attitude! Wow ! Well done white cross of such a good selection of kind caring employee ! ( not having issue with doctors and couple of other receptionist) !
    1 person found this review helpful 👍

  • 5/5 Karen 1 year ago on Google
    This is what health care should be like. I was unable to get into my local GP so came into White Cross expecting the worst, but the experience exceeded my expectations. Was seen within 5 mins of arriving, reception were amazing, the nurse was exceptional very thorough listened with empathy and treated me with absolute care. The Dr on Liam was also excellent very very thorough, organised an x-ray at St Johns to make it easier. Came back for bloods and another nurse was exceptional was able to get my bloods done first time as I have tricky veins. Whole experience was what I consider world class health care and meant I avoided the dreaded ED at Auckland Hospital. Keep up the exceptional work team you made a huge difference in this cancer patients experience. Considering the pressures within the health system you guys excelled.
    1 person found this review helpful 👍

  • 1/5 Khanna S. 6 months ago on Google
    The doctors are okay, but the healthcare service is -0 below. When you ring, it takes a milion ringing until someone picks up. This healthcare wasnt like this before Covid, the reception service needs to be checked and yes some doctor check too if they dont have enough sleep to work because they cant do their job right and no common sense is the other thing, do they forget they are humans? communicating with humans? As they communicate horribly like aliens out of this world. Come on guys either get fired for working slaggish or just improve for the sake of the clinic, snap fitness next door should just buy your area and expand their fitness gym to make it useful. Looks like this CLINIC is going to be CLOSED FOR GOOD IN THE NEAR FUTURE.
    1 person found this review helpful 👍

  • 1/5 Lucia Y. 6 months ago on Google
    Been on a phone waiting to make an appointment, since 8am till 8:30am no one is picking up the phone call. How ridiculous! I rather make an appointment via online but there is no link as well. So are they willing to really provide us the good service? Or just sit around and not pick the phone up?
    1 person found this review helpful 👍

  • 1/5 Varns 4 months ago on Google
    Doesn’t even deserve any stars to be honest. The receptionist every time I go there are so rude. The doctors and nurses are all good! But the receptionists- seem like they don’t like anyone.

  • 1/5 Sarah S. 4 months ago on Google
    Slow and patients don't seem to be a priority. I was advised to go here by my GP as I had an urgent problem which needed to be seen ASAP. I have now been waiting about 2 hours despite a quiet waiting room and 5 avaliable doctor/patient rooms. They also do not seem to take patients by priority either.. 🤕🤒

  • 1/5 Erdoan M. 5 months ago on Google
    Worst White cross ever at lunn ave. If any patient goes at 2pm and asking for help first things they tell you go ascot greenlane cuz they are closing at 3pm one hour before closing they don’t take any patients

  • 1/5 Angus C. 4 months ago on Google
    Reception does not answer phones, either phones are broken or they are short staffed. I have to drive in to make appointments which I’m happy to do as I like my doctor. Previously I have sat waiting for 2 hours for a booked appointment to find out the doctor went home, I had to reschedule for another day.

  • 4/5 Kamlesh N. 7 months ago on Google
    Thank you to nurse Henrietta and doctor Walter xu. Warm reception, caring nurse,great explanation by the doctor .waiting time not too long. Overall great experience

  • 1/5 Jake B. 7 months ago on Google
    Long wait and doctor seemed uninterested and unprepared to assist. Used to be quite a good practice but it has gone down hill over the past year or two. Ended up walking out a minute into the consultation (after waiting over 2 hours).

  • 5/5 Duke J. 9 months ago on Google
    I give 5 stars review only because of there is a Maori doctor treated my little boy patiently & wholeheartedly. We are very much grateful. Thanks a lot.

  • 1/5 morgan m. 1 year ago on Google
    Unless you’ve got an entire day to spare don’t bother going here. Wait times like this are the reason people are reluctant to visit health providers. Can’t imagine how hard this would be for someone with a family to look after or that can’t get the whole day off work for a simple appointment.

  • 2/5 Damien 1 year ago on Google
    Came in for my appointment last friday, to find out after 30mins that my GP had called in sick and know one knew. I thought okay, it happens and asked for a repeat prescription, it was never actioned. Made a new appointment, the new receptionist messed up the date, even after I specifically told her I can't do that day. I understand that they are understaffed, but finding time for an appointment is incredibly difficult due to my busy work and study schedule.

  • 1/5 noelene d. 1 year ago on Google
    Margaret at reception is either overworked or poorly trained. I have had more than 1 encounter with her and they were below standard. I suggest retraining or shadow competent peers


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