White Cross - Lunn Ave Urgent Care and GP

​To: White Cross Lunn Avenue Clinic Management / Quality Assurance Teamn​Dear Clinic Manager,n​I am writing to lodge a formal complaint regarding a severe denial of care and an retaliatory privacy breach my family and I experienced at White Cross Lunn Avenue tonight, Wednesday, 15 July 2026.n​We arrived at the clinic at 6:35 PM, well before your advertised closing time of 8:00 PM. We were abruptly refused service by a member of your front-desk staff an older female staff member wearing glasses, who claimed the doctor could not see us.n​When we were turned away, the staff member flatly refused to provide the reason in writing and refused to escalate the matter to a duty supervisor.n​Because the reason for turning us away did not align with what I could physically see, I took a photograph of the waiting room as evidence. The waiting room was entirely empty. There was no visible capacity issue or queue justifying a premature closure or refusal of care.n​Upon witnessing me taking a photo of the empty clinic area, the staff member retaliated by taking a photograph of me and my family on a device as we exited the clinic.n​This behavior is completely unacceptable. Under the New Zealand Privacy Act 2020, taking photos of patients in a medical facility as a form of intimidation or retaliation is a severe breach of privacy and professional conduct. Furthermore, under the Code of Health and Disability Services Consumers' Rights, we were denied the right to an appropriate standard of care and basic triage.n​I request an urgent formal investigation and a written response detailing:n​Why the clinic refused patients at 6:35 PM when the waiting room was completely empty.n​The clinic's official policy regarding front-line staff taking unauthorized photographs of patients.n​What actions will be taken to ensure the photograph of my family is immediately deleted from the staff member's device.n​The disciplinary actions that will be taken regarding this specific interaction.n​I have retained the photograph of the empty clinic as evidence. If this matter is not addressed urgently, I will be lodging immediate, formal complaints with both the Privacy Commissioner and the Health and Disability Commissioner HDC.n​I look forward to your prompt response.n​Kind regards,nAashish

I have bronchitis and asked to see a doctor. I’m 75 and rarely get sick but felt very unwell. I’m a nurse as well so I know they have priorities. But there was nobody waiting. The receptionist was very polite and said it would be $134 and when I queried the cost she said she was only the messenger but if I came back after 5pm it would be $49. If the doctors were not busy perhaps they could have accommodated.nI needed to drive home from work which is an hour away so purchased some cough medicine and will see if I’m luckier in Warkworth.

I've had good service here previously, but no nurse should require you put olive oil in your ear and wait a week before micro-suction. Unprofessional, and over steps their boundaries, seems to me that would simply prefer not to offer this service, and instead create hurdles to make it difficult. Shouldn't be a requirement from a receptionist that has no knowledge.

The other night my special needs sister had a accident and needed stitches. The Dr and nurse treating her were outstanding and I appreciated them working at her pace while giving her the medical care she was given. Thank you Robin and Henrietta hope I spelled your name right. Yes there was a bit of a wait, but once seen on point.

I went in as an urgent care patinet in a lot of pain after a workplace accident caused a ruptured bicep and I waited 3hrs for them to clear ALL of there GP patients backlog before even looking at a urgent care patient, then the Dr forgot to log the ACC paperwork so I had to go to my proper Dr again 3 days later to start the process all over again.nI will never go there for URGENT care or any care to be honest.

Directions to White Cross - Lunn Ave Urgent Care and GP with public transportation

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