Burnley Group Practice - Ratings and reviews
Reviews
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Review titled Impossible
Rated 1 star out of 5
by Anonymous - Posted on 30 April 2024
Called at 8am and after being on hold for 30 minutes at number 1 in the queue, told I had called the wrong number and had gone through to enquiries. This was not the case and I get the impression there are just no doctors available throughout the practice. Given the fact I was at urgent care last week and had to get a follow up appointment with my doctor but apparently is impossible. There is definitely something seriously wrong with the practice/NHS and is a major cause for concern. I do not blame the staff that are answering the phone and can only praise their bravery having to deal with this day in day out.
Visited April 2024
Review titled Burnley Group Practice
Replied on 01 May 2024
Dear Patient, thank you for your feedback, unfortunately without further information we are unable to look into this matter. If you could email burnley.gp@nhs.net with your details and mark your email for the attention of Terri Tomlinson, Office Manager, Terri will look into this for you and give advice on how best to navigate the practice and our appointment system. I'm not sure if you're aware, but you can now message the practice directly with a medical or admin query via the NHS App. Helen Harrison, Practice Manager
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Review titled Awfully
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
It is almost impossible to make an appointment and the appointment will be by phone, after which they will be able to invite you to a face to face appointment, this is so much time their could spend with another patients. Where in the NHS it is stated that the appointment should be expected for two weeks? This was said at the reception. I passed all the tests in order to finally get treatment, and I have to wait again for an appointment for two weeks and again by phone. It's a mockery of patients
Visited February 2024
Review titled Burnley Group Practice
Replied on 11 March 2024
Dear Patient Thank you for taking the time to post your review. I will try to explain how we are currently working. The demand on the practice is so great that we are unable to meet it. This is due to many influences, examples include patient expectations, a lack of GPs, an aging population and long NHS waiting lists which mean we have to manage patients until they are treated. We have brought in many measures to deal with this demand which include Care Navigation (ensuring patients are booked in with the correct Health Care Professional, or directed elsewhere if that is more appropriate), we now have a multi disciplinary team which includes Nurse Practitioners, Paramedic, Physiotherapist and Pharmacists. Telephone appointments allow our clinicians to deal with more patients (many patients prefer telephone appointments) and clinical triage which allows the triaging clinician to prioritise patients who they feel may need dealing with earlier, or those who can wait. This YouTube video, ‘Where’s my GP’ may give you some insight Where's My GP? (youtube.com) If you would like us to look into your individual experience with us or a more detailed explanation please email burnley.gp@nhs.net for the attention of Terri Tomlinson who is our Office Manager and she will contact you directly. Alternatively, you may find it helpful to join our Patient Participation Group where you will learn more about how the practice works. Helen Harrison Practice Manager
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Review titled No complaints.
Rated 5 stars out of 5
by Anonymous - Posted on 02 April 2024
Helpful, friendly staff. Not difficult to get an appointment with a doctor and nurse during the evening. Felt valued and reassured.
Visited January 2024
Review titled Burnley Group Practice
Replied on 01 May 2024
Dear Patient Thank you for taking the time to comment, it is much appreciated. Helen Harrison, Practice Manager
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Review titled Great service
Rated 4 stars out of 5
by Anonymous - Posted on 16 November 2023
I was seen by a very thorough, understanding doctor the same day that I rang the surgery. I received prompt and easy to understand feedback after tests.
Visited November 2023
Review titled Burnley Group Practice
Replied on 16 November 2023
Dear Patient Thank you for sharing your experience, it is refreshing to hear, I will pass your feedback on to our team members. Helen Harrison Practice Manager
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Review titled Absolutely useless.
Rated 1 star out of 5
by Anonymous - Posted on 05 September 2023
Impossible to get through to book an appointment. If you are lucky enough to get through they tell you to ring back at 8am. People work!!! We can't spend hours on the phone waiting for someone to answer or "call back". Or " try ringing on Friday when they have triage...." seriously what happened? The rest of the world is back to normal post covid. Its time GP were!
Visited September 2023
Review titled Burnley Group Practice
Replied on 06 September 2023
Dear Anonymous Patient Thank you for taking the time to feedback. I’m sorry you’re not happy with the service we offer. Unfortunately, we don’t have and aren’t resourced for sufficient staff to deal with the amount of demand we are facing. This is a national problem and triage is one of the ways we are trying to manage the demand. If you would like to help, or would like to learn more about how the practice works and the challenges we face you would be more than welcome at our Patient Participation Group which currently meets 3-4 times per year, either in person or via Teams – please email burnley.gp@nhs.net and we will add you to the group. The previous minutes are also on our website. Thank you. Helen Harrison Practice Manager
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Review titled Unacceptable slow
Rated 2 stars out of 5
by Chris - Posted on 05 August 2023
I think having to wait for nearly two weeks for a medical certificate, that last for three weeks is totally unsatisfactory.
Visited July 2023
Review titled Burnley Group Practice
Replied on 07 August 2023
Dear Chris Please can you contact our Reception Manager regarding this matter and she will look into it for you. Depending on the type of certificate, some can take up to 4 weeks. Thank you. Helen Harrison Practice Manager
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Review titled Terrible Practice
Rated 1 star out of 5
by Carole Coulson - Posted on 20 June 2023
Building doors have been broken for a long long time. Receptionist has not got a clue about how to contact a doctor. No doctors there.
Visited June 2023
Review titled Burnley Group Practice
Replied on 21 June 2023
Dear Miss Coulson Thank you for your review, I'm sorry to hear that you're not happy with the practice. We have 3 sites; I'm not aware that the doors are broken at any of our sites. We do our best to have a doctor at each site during our opening hours, this isn't always possible due to annual leave, training, home visits, meetings and so on. However our receptionists do have access to an on call doctor every day - this access may not be immediate as they do not usually have interruptions when they are consulting. I will ask our Office Manager to try to contact you to discuss these concerns further. Helen Harrison Practice Manager
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Review titled What a terrible service
Rated 1 star out of 5
by Alan Green - Posted on 30 June 2023
Trying to get through on the phone is virtually impossible. I was told today the surgery couldn't answer!! If you're ill what do you do? Generally people don't get advance notice of an illness so need to consult a Doctor quickly. Covid was used as a reason to screen patients but why is it still happening? The whole service is a shambles but that is not a reflection on the practitioners nor the staff but a reflection of a totally understaffed and shambolic service which fails to recognise patients urgent needs. I was told to go to the surgery (rather than phone) the other week at 8 am to get an appointment but what if I was too ill or couldn't access the surgery at early time? Hardly a solution I would say. Even when you do get through to the answerphone you are frequently caller 20+.
Visited June 2023
Review titled Burnley Group Practice
Replied on 03 July 2023
Dear Mr Green Thank you for taking the time to write this review. Our new telephone system is much better than the old one, and it does give patients the option to have a callback however there is a limit to the number of calls we can accept so it sounds like you have phoned at a time when this limit was reached which is due to the high demand we have been experiencing over the last few years. We have to ‘screen’ patients to ensure they are being directed to the correct health care professional – for example someone who’s needs could be met by a community pharmacist would be wasting a precious doctor’s appointment if they were booked in with a GP. Similarly, as we now have a wide range of health care professionals with different skills working for the practice due to the shortage of GPs, so we need to ensure patients are booked in with the most appropriate clinician. Should you wish to be more involved with the practice and offer suggestions as to how we can improve you would be welcome to join our Patient Participation Group – please email burnley.gp@nhs.net Thank you Helen Harrison Practice Manager
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Review titled Friendly receptionists
Rated 5 stars out of 5
by Anonymous - Posted on 15 June 2023
This is just a quick line to let you know how happy I am with the service provided by your receptionists in Burnley Group Practice. I have spoken to them several times regarding prescriptions/appointments & they are always very pleasant, professional & caring & go the extra mile by ringing me back to check that I have received the information I asked for. Thank you
Visited June 2023
Review titled Burnley Group Practice
Replied on 19 June 2023
Dear Patient Thank you for taking the time to feedback, it is appreciated. Our reception team have an extremely difficult job, but they do go the extra mile whenever possible; I will pass your feedback on to them. Helen Harrison Practice Manager
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Review titled Receptionists need training in simple courtesy
Rated 1 star out of 5
by Anonymous - Posted on 12 May 2023
The way they speak to patients is disgusting. Sat on hold for over an hour to be dismissed and talked to like poo on their shoe. Attitude’s absolutely stink. People are calling - obviously vulnerable for one reason or another. They need to learn some manners and how to speak to vulnerable people.
Visited May 2023
Review titled Burnley Group Practice
Replied on 15 May 2023
Dear Patient Thank you for your feedback, I’m sorry to hear about your experience. Our phone calls are now recorded, so if you contact our Office Manager Terri Tomlinson, she will be able to listen to the call and take appropriate action including training if needed. Our quietest times to call are usually between 5 and 630pm, or you can email burnley.gp@nhs.net Helen Harrison Practice Manager