Aurora Health Center

I am a current patient of Dr. Polyack and chose this office because it was close to my home. I had a minor eye injury and upon the advice of the school nurse, called the office to see if I needed to come to see a professional immediately of if I could come two hours later. Eye injuries have high risk of infection and I did not know the best course of action. When I called, the receptionist refused to pass me onto a medical professional because my primary care was out for the day. As it was explained to me, the medical professionals do not advise patients on anything, regardless of the question, if they are not seen first, requiring an appointment for any question of concern, even if that question is "when should I come in?" or "should I come in?" Why have a primary care at all if a question about an appointment requires an appointment? Why don't I just go to urgent care every time?

Aurora's quality of care and professionalism has significantly declined since the start of COVID. The receptionists are belligerent and poorly trained and are not licensed to give medical advice however, they do so anyways and argue with you when you ask to speak with a provider. The nurses are lacking bedside manner and treat you like a number. I surely hope management does something to correct the conditions at Aurora Healthcare in Gurnee. Patients do not deserve to be abused by healthcare staff. The only reason I would give 1 star is for my Doctor but unfortunately, I'm looking into switching primary care offices because of the poor treatment received by the rest of the staff.

The therapist Kyra was the epitome of customer service and professional. However, Debbie at the front desk was the most degrading person I'd experienced in years. This woman is the first person you'll encounter as well, the worst. She's on the phone(which is fine) but her etiquette in conveying that is importable. She asks the appropriate question, "can I help you"? After I reply yes, she immediately cuts me off by saying, I'm on the phone, I'll come get you in a moment "! Whoa, who the heck is she speaking to? I'm an adult who PAYS high cost insurance and she speaks condescending? After 18 minutes I return, she simply says "I have meetings." Ok, how about placing a sign up that tells the patient, I'M IN A MEETING, PLEASE HAVE A SEAT. It's that simple. Moreover, how about scheduling your meetings at a more appropriate time. She then tells me, you need to pay your co-pay! I respond, I have paid MY CO-PAY! No apology, she just says, ok. Immediately after my appointment with Kyra. I proceeded to the front, here comes unprofessional Debbie again. She stops me, "you need to make an appointment for twice a week!" I wanted so badly to say, calm down; I'd already explained to my therapist I would come in the following week but, check calendar for the following week. This woman shouldn't be at a front desk!! She's so condescending and rude! I will not be returning to this location. I REFUSE TO BE RIDICULED BY A FRONT DESK CLERK. I pay too much in healthcare cost.

I called this morning and the Recepcionest was really RUDE, a polite and aggressive, I feel so bad for Dr. Thomas Woike cause is very nice and good , but having that kind of employees , I refuse to go back . I hope they find somebody else.

Refused to see daughter for being 10 mins late due to being stuck in traffic for a car accident. They only care about being on time and not real patient care.