Colne Road Surgery
34-36 Colne Road, Burnley, Lancashire, BB10 1LSContact details and opening times
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Reviews
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Review titled Not good
Rated 3 stars out of 5
by Rehanara khatun. - Posted on 10 October 2023
Today I rang the gp, to explain my daughters asthma has flared and as discussed in the asthma review we can request to have steroids. She told me she can’t find the review, no nurses are available and I can have a telephone consultation next Thursdays thanks !
Visited October 2023
Review titled Colne Road Surgery
Replied on 26 October 2023
Dear Mrs Khatun I am so sorry that you have experienced this with Colne Road Surgery. I do believe that this was resolved to your satisfaction after speaking with a staff member at the practice. Please feel reassured that staff training is ongoing to ensure we don't encounter any reoccurrences. Thank you Helen Slater Practice Manager
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Review titled Difficult
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
I find making any progress with this surgery almost impossible. Amongst others, they disregard correspondence.
Visited October 2023
Review titled Colne Road Surgery
Replied on 18 December 2023
Dear Patient Thank you so much for taking the time to write your review. Its very much appreciated. I'm so sorry to read that you have had some difficulties with the surgery and if possible I would like to discuss this further with you. Please would you either contact the surgery 01282 501686 and ask to speak with Mandy the reception supervisor or please email colneroad.surgery@nhs.net. Thank you Mrs Helen Slater Practice Manager
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Review titled Terrible experience!
Rated 1 star out of 5
by Kirsty - Posted on 05 September 2023
Normally I don’t have a bad word to say about the surgery, but since giving birth it’s been horrendous! I registered my baby a week after she was born, took 3 phone calls each receptionist saying ‘we’ll register her now’ and 9 weeks for her to be registered and that’s because I rang to book her vaccines and was then told ‘oh the hospital normally let us know you’ve had a baby and then we register them’ by the same receptionist who said she had a pile of registration forms and was working through them but would find my daughters and do it straight away prior to this, I never complained about this because I get the surgery is extremely busy and plus the receptionist registered her over the phone there and then. I’ve now had 2 important vaccine appointments cancelled, todays was half an hour before the appointment via text. We tried to keep our 4 month old up, so she could sleep off the injections, as when we rang earlier on in the morning to confirm the time nothing was mentioned - however, she’s now completely refused to have a nap and has been awake since 6:45am this morning and I’m on the verge of a mental breakdown! If you know you have a clinic for vaccines, why can’t a check be done a day before to ensure you have them available? I’m sure my baby wasn’t the first patient in the clinic, so I honestly don’t believe that the nurse only told reception 30 minutes prior to the appointment. My baby was already a week behind due to the delay in being registered and will now be 4 weeks behind if the next appointment doesn’t get cancelled. I wouldn’t be so upset if it were myself, because my daughters health is my main priority the only saving Grace is that I was called back within minutes and her appointment was rescheduled straight away. All I’m asking is that as parents, we’re at least given 24 hours notice if there’s a cancellation and not 30 minutes.
Visited September 2023
Review titled Colne Road Surgery
Replied on 22 September 2023
Dear Kirsty Thank you for taking the time to provide Colne Road Surgery with your feedback. We really do appreciate you doing this. I am so sorry that our customer service standards have fallen below the level that you would have expected and would like to apologise for this and any undue stress this had caused you and your family. I really would like to ensure that this does not happen again and in order for us to investigate this further, please could you contact the surgery and ask to speak to the Reception Manager, Mandy. Thank you in advance Helen Slater Practice Manager Colne Road Surgery
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Review titled refuse to make an appointment with a GP
Rated 2 stars out of 5
by Dorel-ionut Neagu - Posted on 03 July 2023
Today, July 3, 2023, I went to colne road surgery to make an appointment with the GP because I have had problems for about 2 years consisting of headaches and eye pain and I am very sensitive to cold and cold air because of these causes I have a very bad headache and the eyes, I went to the clinic with this problem about 1 year ago and they gave me some headache pills....that day the Doctor told me that if those pills don't help me to go back again at the clinic for a thorough checkup...I took those pills and they didn't help me at all...I also went to the optician for the eye pain....they checked my eyes and gave me glasses to wear and some drops to put in my eyes...I wore those glasses for around 3 or 4 months but they didn't help me at all, on the contrary I felt much worse when I wore them, I felt dizzy and my eyes stung and hurt. ...I stopped wearing them after a few months...Today when I went to the clinic, I explained all this to the lady at the reception named Saeedah and told her that I needed an appointment with the GP, because she said if those pills don't help me to come back to him to give me a referral to a computer tomograph and some detailed checks about this problem, and she refused to make this appointment saying that she is giving me a referral to an optician....Since when I am registered at this clinic, I only have refusals and inconveniences.....I have a stomach problem for about 2 years, my stomach hurts and I have diarrhea, I take anti-diarrhea pills every week almost daily...but it doesn't help me solve this the problem....The GP doctor told me that he would give me a referral to a gastroenterologist but I have not received an appointment and it has been 7 months since the last check-up....please solve these problems...thank you!
Visited July 2023
Review titled Colne Road Surgery
Replied on 22 September 2023
Dear Dorel-ionut Neagu Thank you for taking the time to provide Colne Road Surgery with your feedback. We really do appreciate you doing this. I am so sorry that our customer service standards have fallen below the level that you would have expected and would like to apologise for this and any undue stress this had caused you. I really would like to ensure that this does not happen again and in order for us to investigate this further, please could you contact the surgery and ask to speak to the Reception Manager, Mandy. Thank you in advance Helen Slater Practice Manager Colne Road Surgery
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Review titled Good practice
Rated 5 stars out of 5
by Fasel - Posted on 04 July 2023
The nurse was brilliant and did an excellent job of distracting me, very friendly and didn't make me feel nervous at all. Procedure was finished before I reliased so it's thumbs from me.
Visited July 2023
Review titled Colne Road Surgery
Replied on 19 September 2023
Dear Fasel Thank you for your recent positive review I will share with the wider team. If you would like to discuss further please contact the surgery Kind regards J Wallace Area Manager Shanti Medical Centre
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Review titled 14 Days
Rated 1 star out of 5
by Anonymous - Posted on 30 June 2023
20 minutes on hold to get a response , 14 days to get my blood results absolutely pathetic. Getting past the receptionists is harder than completing a endless enigma.
Visited June 2023
Review titled Colne Road Surgery
Replied on 03 July 2023
Dear Patient I'm so sorry to hear about your experience with Colne Road Surgery. I would really like to help you and look into this matter further for you, if possible would you please email me at colneroad.surgery@nhs.net or alternatively please ring in the afternoon when our phonelines are sometimes a little quieter. Thank you Helen McArdle Practice Manager
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Review titled Update on last review
Rated 1 star out of 5
by Jillian Martins - Posted on 17 May 2023
So on being told no appointments I tried ringing the next day. Yippee 3rd in the queue got to stand a chance of an appointment. Got through to receptionist who said someone would phone me back - waited and then received a text message saying please ring this pharmacy - confused I waited until it opened and phoned them explaining my problem to hear " sorry we can't help you as you need to see a doctor". Phoned the doctors again " sorry there are no appointments left" Confused again I asked why and got the reply "There is only one doctor available, two emergency appointments per day and the rest are taken up with clinics" There are over 7000 patients at this practice.
Visited May 2023
Review titled Colne Road Surgery
Replied on 25 May 2023
Dear Ms J Martins Thank you for taking the time to provide Colne Road Surgery with your feedback. We appreciate you doing this. I am so sorry that our customer service standards have fallen below the level that you would have expected and would like to apologise for this and any undue stress this had caused you. I really would like to ensure that this does not happen again and in order for us to investigate this further, please could you contact the surgery and ask to speak to the Reception Manager, Mandy. Thank you in advance Helen McArdle Colne Road Surgery
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Review titled Not a great experience
Rated 1 star out of 5
by Anonymous - Posted on 05 May 2023
I have called in at 9 am to ask for an appointment but was told to call back the next day as there is no appointments left and they are unable to see the availability of slots for the next day.Called back the next day at 8:00 as usual phone was always busy and tried numerous times to be routed to the automated system,got the receptionist only to be informed that there is no slots for the day,how come? and was referred to a clinician in the morning,waited for a clinician to call,nothing happened,rang them back again only to be told that the pharmacist will give me a ring back in about 24 hours as it is there new protocol to “self care first”.I am not going to contact the GP if i did not try all interventions in the first place.This is not the first time that this happened. Absolutely ridiculous.
Visited May 2023
Review titled Colne Road Surgery
Replied on 11 May 2023
Dear Patient I am so sorry for the experience that you have encountered when trying to make an appointment. Our care navigators are trained to signpost/direct patients from their initial point of contact e.g. a GP to the most appropriate point of care for their need e.g. a different health service provider and its great to hear that you have tried different means before contacting the practice. I would really like to talk through . Can you please contact me at the practice on 0282 731490 and ask to speak to the Practice Manager or email hmcardle@nhs.net. Thank you in advance Helen McArdle Practice Manager
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Review titled No appointments again
Rated 1 star out of 5
by Jillian Martins - Posted on 04 May 2023
So I left a review sometime last year complaining about ringing157 times from 8am onwards to be answered at 8.50 to be told no appointments available. Well guess what same again today. From what I remember I received a reply saying 5 people answer phones but lass said this morning only 2 people take calls. Might as well not bother being registered with a GP. Looks like I will have to wait until I keel over then can go urgent care, which is over run with people who can't see a GP.
Visited May 2023
Review titled Colne Road Surgery
Replied on 11 May 2023
Dear Ms Martins I am so sorry for the experience that you have encountered when trying to get through to the practice. We are aware that between 8.00am and 12noon we receive hundreds of calls for various reasons such as same day appointments, prescription requests and results. We do understand that it can be frustrating for both our patients and receptionists when everyone is trying to get through on the phones at 8am early in the morning. The practice does offer pre-bookable appointments for future dates which we are able to provide for our patients, and the practice is doing their upmost to promote more online use via the NHS App which allows patients to order their prescriptions, in the hope to combat some of these issues. If you would like to discuss this further, could you please contact me at the practice on 0282 731490 and ask to speak to the Practice Manager or email hmcardle@nhs.net. Thank you in advance. Helen McArdle Practice Manager
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Review titled Awful surgery
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
Every month I order repeat prescriptions one week in advance as advised and every month for the last year we have ran out of medication before the doctor has even signed off on it it’s ridiculous they’re making peoples health worse
Visited March 2023
Review titled Colne Road Surgery
Replied on 04 March 2023
Dear Patient Thank you for taking the time to write a review. I'm so sorry that our level of service hasn't been to our usual standard. I would really like to help and look into this further for you. Please could you ring the surgery on 01282 731490 and ask to speak to the practice manager or alternative email me hmcardle@nhs.net. Thank you Helen McArdle Practice Manager