Burvill House Surgery - Ratings and reviews
Reviews
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Review titled Poor service
Rated 2 stars out of 5
by Wiola - Posted on 22 March 2024
My daughter is allergic. She received prescription-only medications from an allergist. (Nasal drops and bilastine tablets), which are dedicated to the treatment of her allergies. The doctor refused to prescribe bilastine because he said he could buy anti-allergic drugs available in the store...
Visited March 2024
Review titled Burvill House Surgery
Replied on 25 March 2024
We are sorry to hear that you feel were dissatisfied. Please contact the surgery direct if you would like to discuss further as we are unable to identify your daughter from your review.
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Review titled Good and Terrible
Rated 3 stars out of 5
by Pauline Austin - Posted on 07 March 2024
One of my medications was changed by the surgery (brand only). They wrote to me explaining the change and that I didn’t need to do anything. However, ever since the medication was changed there have been problems. Firstly, they didn’t inform my chemist of the change. So when the request for repeat medication was issued from the chemist to the surgery, the changed medication wasn’t issued, nor was the original. Secondly, they didn’t include the changed medication on my repeat prescriptions, so, again it was not issued. I wasn’t informed of any of this. I was originally informed (when I first contacted the surgery that the medication hadn’t been requested. Today I was informed it’s not on repeat). I have been on the same medication since 2015! I was informed today that I need to attend the surgery to have it included on repeat. I did try to explain, it’s you that changed it, to which I got the response, “well it wasn’t me”. Already having previously spoken to the surgery reception supervisor and the surgery pharmacist and after receiving a letter explaining that I need not do anything and the changed medication was merely a brand change. I have only received it once (and that necessitated a phone call to sort out), and I am left without much needed medication. Please fix this problem of your making!
Visited March 2024
Burvill House Surgery has not yet replied.
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Review titled Repeat Prescription Disaster
Rated 2 stars out of 5
by Pauline Austin - Posted on 22 March 2024
The saga continues. Ever since a branding change by the surgery of only 1 out of many medications I need on a monthly basis, there has been issue after issue. The latest being the surgery claiming they did not receive a request from the chemist, the chemist stating the request was sent on 8th March but no response from the GP. This follows my having had to phone the GP repeatedly to have the changed medication on repeat (exactly as the one it replaced was). As this was around the same date, I suspect the confusion is that a prescription for 1 item only was issued from the GP to the chemist, but the others were not. I don’t know who is responsible, I am told by GP their screen shows no request since Feb and by the chemist that their screen shows the request issued on 8 March. All I do know is that I am not responsible and just keep being told, we can’t take prescriptions over the phone and will be left without much needed medication (which I have been on for 9 years) for days which will significantly impact my function (spinal cord injury). Please, please fix this ongoing issue, it’s an absolute nightmare for patients.
Visited March 2024
Review titled Burvill House Surgery
Replied on 25 March 2024
Dear Miss Austin, Thank you for your feedback and we are sorry to hear that you are feel you are having an ongoing issue. Please call the surgery if you need to discuss further, but we can see that this issue has since been resolved. Many thanks Burvill House Surgery
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Review titled Unacceptable Receptionist behaviours
Rated 1 star out of 5
by Anonymous - Posted on 02 January 2024
I feel compelled to share my recent experience with Burvill House Surgery, a situation that left me deeply disheartened. Over the Christmas period, my father, who was temporarily staying with me due to age and health concerns, required urgent attention regarding his medication. Consequently, I registered him as a temporary patient at the surgery. Upon reaching out for assistance, the interaction with the receptionist was far from the supportive encounter one hopes for in times of vulnerability. When explaining that my father, due to language limitations, couldn't engage in a telephone conversation, I felt as though the receptionist singled us out and responded with undue patronization. Despite my plea for assistance in scheduling an appointment, she asserted that my father must attend in person. Furthermore, she conveyed that there was no availability and advised calling the following day. Adding to the distress, she proceeded to offer unsolicited guidance on how my 90 years old father should have brought more medication, an unnecessary and hurtful commentary during a moment of genuine concern. As someone who respects the importance of each individual's role within a healthcare facility, I was taken aback by the apparent lack of empathy and understanding during this exchange. Seeking assistance from a public service should never make one feel invalidated or singled out, especially when grappling with the complexities of healthcare for a loved one. I bring this matter to public attention with the hope that Burvill House Surgery can address these concerns promptly. It is my sincere desire that future interactions with the facility are marked by sensitivity, understanding, and the compassionate support that individuals facing health challenges deserve.
Visited January 2024
Burvill House Surgery has not yet replied.
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Review titled Friendly practice
Rated 5 stars out of 5
by Anonymous - Posted on 06 November 2023
Just been seen for a blood result review and few other bits. Reception staff and doctor could not have been more helpful. I didn’t feel rushed and felt able to talk about my needs with a sympathetic and understanding ear. I have been with this practice for twenty years and never had a problem. Although it is not always easy and quick to get an appointment, you will be seen straight away if needed. Definitely would recommend this practice.
Visited November 2023
Review titled Burvill House Surgery
Replied on 08 November 2023
Dear Patient, Thank you very much for taking the time to feedback your positive experience with the Practice. We will pass your comments to the team. Many thanks Burvill House Surgery
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Review titled Good doctors with low empathy administration staff
Rated 1 star out of 5
by Nilanka Sooriyabandara - Posted on 26 October 2023
I have tried to made an appointment calling their booking appointment line for many days for my hyperattention check-up. Unfortunately, their booking appoint system is either not working properly or it was a hoax (After waiting in the queue since 08:30am until my turn to be number 1, it's going to voicemail and cutting off). However, in order to resolve this matter today I went to GP surgery and try to explain this to reception and their insisting me to take e-consultation. If I needed e-consultation I will do it in the first place. However, when I asked for another alternative they start to be argumentative trying to catch me in the process so that they can ask me to leave the surgery. So I left without arguing with them as I know this is the oldest trick in the book when someone need to avoid listen to other person. I am sure e-consultation should work. But then why they have to make us believe we can call them 08:30am in the morning and waste our time. There should be better way than this. I am sure hypertension is life threatening enough to be vigilant. However, they even didn't want to listen to me and acted as it was all my fault. I am totally disappointed with this staff behaviour.
Visited October 2023
Review titled Burvill House Surgery
Replied on 31 October 2023
Dear Mr Sooriyabandara, Thank you for your feedback. I am sorry that you were unable to make an appointment with us. Our phone lines open at 08.30am and routine appointments are bookable 72 hours ahead and we also offer E-consult as an alterative to calling in. We are aware of ongoing issues with our telephone system and understand it is frustrating for patients. We are in the process of upgrading our telephones and sincerely hope that this will improve patient experience. All our staff work hard to help and assist our patients and I am sorry that on this occasion you were disappointed.
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Review titled Off Grid
Rated 2 stars out of 5
by Anonymous - Posted on 06 April 2023
Phone lines closed for appointments and e-consult not accepting messages. No information on website as to when service might resume. There has to be a better way than this.
Visited April 2023
Burvill House Surgery has not yet replied.
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Review titled Very bad service they r not empathetic
Rated 1 star out of 5
by Anonymous - Posted on 01 March 2023
It’s very important and it’s stress related symptoms and fear I called the receptionist to talk to the doc for 2 mins they don’t even care they just say 830 and cut the call . They aren’t empathetic that they r talking to patients. How can they not try to pass a message to the doc , people lose their life related to stress sometimes
Visited March 2023
Review titled Burvill House Surgery
Replied on 02 March 2023
Dear Patient, Thank you for your feedback. We are sorry to hear you feel you received a bad service. Please do call us again if you would like to speak to a Doctor. Our telephone appointments open from 8:30am Monday to Friday. Once all appointments for that day are booked you are advised to call back the next day at 8:30am. If it is an on the day medical emergency we will add you to our Duty Doctor list for a call back. You can also use our online e-consultation service via our website. Many thanks. Burvill House Surgery
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Review titled Unacceptable lack of care for patients
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
Technology: This surgery needs to be brought up to modern standards they have out dated systems, requesting that clerical systems are used which require travel to surgery when simple things could be automated or done via email. Where technology is used staff do not seem to understand the technology for example website out of date and difficult to navigate. When you ask for advice after going round in circles online the colleagues who’d answer phones don’t actually know what the website looks like and how the systems operate. Lack of compassion - staff would benefit from investment in training for the most vulnerable and in particular how to effectively support people with mental health conditions. Lack of care - you are asked to go in via a paper letter posted to your house, then you call and there are no appointments. You just go round in circles creating more and more admin work. Heaven forbid you don’t comply with their many antiquated rules as the answer is always ‘the computer says no’ Lack of join up with local chemists: you are sent back and forth trying to resolve ‘misunderstandings’ when the chemist is blamed and then the chemist blame the surgery for not talking action and you are stuck in the middle without medication. Lack of provision for the most vulnerable such as elderly people who can’t hear to use phone or don’t have internet or can’t bring their medication request in physically due to disabilities. I would not recommend this surgery as it’s a catalogue of disasters and no one seems sorry for the lack of treatment and service provided.
Visited February 2023
Review titled Burvill House Surgery
Replied on 09 March 2023
Thank you for your feedback. I am really sorry that you feel you received a poor service. We are always looking at ways to improve our patient experience. We use a text system, email system and e-consult system, which is the latest IT infrastructure. Please contact the surgery directly, if you would like to discuss your feedback further.
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Review titled Rude staff and bad practice
Rated 1 star out of 5
by Ayo Michaels - Posted on 12 September 2022
It was very difficult getting a call through to the surgery to book an appointment and when I finally get through to them they’re asking that I call back at a later time as I don’t have a medical emergency. This is highly ridiculous because I have a child who is very I’ll and is in need of a doctor urgently but they see it as not emergency enough for them to attend to. This is sad because I expected better from them
Visited September 2022
Review titled Burvill House Surgery
Replied on 07 October 2022
Dear Ayo Michaels Many thanks for your complaint and we are really sorry that you had difficulty making an appointment for your child. We can see that there was a misunderstanding during the phone call because we will always see an ill child as all children are always a priority for us. If you would like to discuss this with us and to ensure that your child’s medical condition is appropriately taken care of please contact the surgery.