Burnley Group Practice
St Peters Centre, 3Rd Floor Church Street, Burnley, Lancashire, BB11 2DLContact details and opening times
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Reviews
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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
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Review titled Not good
Rated 1 star out of 5
by Laura ormerod - Posted on 16 May 2023
Rang for a prescription for ear & chest infection to be told no appointments for a week. Went to 2 chemists who advised I needed a prescription urgently from my GP to start a course of antibiotics - but have not been successful in getting such. Asked to call back at 4pm on the day I finally got through, but they cannot be certain that my request will go through, so another day not feeling well at all & potentially no closer to getting the medication required: I was trying to prevent any further strain on the NHS by being proactive asking for a prescription.
Visited May 2023
Review titled Burnley Group Practice
Replied on 17 May 2023
Dear Laura, thank you for taking the time to feedback. I’m sorry it took some time for you to be able to make an appointment or receive a prescription. I hope by now you have been sorted. Please contact our Office Manager Terri Tomlinson if not. Unfortunately, over recent years our practice has struggled to cope with demand due to a combination of increased patient demand, a high staff turnover, a shortage of doctors and the pandemic. NHS England has realised this and is putting various measures in place such as: NHS England » Patients to benefit from faster, more convenient care, under major new GP access recovery plan We are already working on some of these measures such as recruiting a variety of health care professionals, recruiting more receptionists, looking at our staff wellbeing, care navigation (signposting; giving patients alternative routes of help), triage (prioritising patients) and have invested in a new phone system (Patients report that the new phone system has made improvements – we are still tweaking the way it works). Helen Harrison, Practice Manager.
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Review titled not fit for purpose
Rated 1 star out of 5
by Anonymous - Posted on 05 April 2023
after almost 55yrs on their books & 53yrs as a patient (not being a patient for the last 2yrs as unable to make contact) I have been forced to sign up with a different surgery. either the practice is massively understaffed or too many patients ( it most be both with the non-existent service) I would advice anyone not to register as a patient as this would only hinder the staff & reduce the service even further for any existing patients. I hope the surgery is successful in recruiting the staff that it needs to provide an acceptable service.
Visited April 2023
Review titled Burnley Group Practice
Replied on 15 May 2023
Dear Patient Thank you for your feedback, I’m sorry to hear that you are leaving the practice. Over the last 3-4 years we have had many challenges including staff recruitment and retention. This is gradually improving for all areas other than GPs who we are struggling to recruit. This is a national problem as we have a shortage of GPs. Helen Harrison Practice Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 25 February 2023
Had some blood tests that showed low sodium levels. Got a text to inform me (not even a phone call) with no explanation of what to do about it. Had more tests a week later (again via a brief uninformed text). Still trying to figure out what is wrong with me and still no answers from my GP Rang surgery only to be told to ring back at 8am and listen to the option. No help from doctors yet It’s a disgrace and it’s time for the GPS to start working with people
Visited February 2023
Review titled Burnley Group Practice
Replied on 27 March 2023
Dear Patient Thank you for your feedback, I'm sorry to hear you feel you have had poor service. We are constantly looking at new ways of working to help with our ever increasing workload; text messaging is one of these and many of our patients have positive feedback about it, I’m sorry if it didn’t work for you. You can let us know if you don’t want to receive text messages with results and we can code this in your records. This page may give you some information regarding sodium levels: Electrolyte test - NHS (www.nhs.uk) If your health needs have not yet been met, please do contact us again and ask to speak to the Office Manager. Helen Harrison Quality Manager
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Review titled Disgrace
Rated 1 star out of 5
by Anonymous - Posted on 26 March 2023
Disgusting disgraceful service. Fobbed off time and time again. Disinterested doctors. Left for months without adequate pain relief. Person now in acute care in hospital.
Visited February 2023
Review titled Burnley Group Practice
Replied on 27 March 2023
Dear Patient Thank you for your feedback and I am sorry for your experience. If you haven't already, please contact us with further details so we can look into this for you and look at any potential lessons that could have been learned. Helen Harrison Quality Manager
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Review titled Little by little. Bit by bit.
Rated 1 star out of 5
by Anonymous - Posted on 01 February 2023
I have just received an email telling me that from 1st of Feb 2023 on the day appointments can only be made at 8.00 am. I will no longer be asked to call back at 1.00pm. Little by little, bit by bit, the service is being reduced to benefit the practice, not the patient.
Visited January 2023
Review titled Burnley Group Practice
Replied on 08 February 2023
Dear Patient Thank you for your feedback. We have not intended this change to reduce our service, rather we are hoping that patients do not have to telephone us as often and this in turn will free up our reception team to do other work. We are trialling this change and intend to discuss it at our next Patient Participation Group (PPG) Meeting. If you would like to join our PPG, please email burnley.gp@nhs.net Helen Harrison Quality Manager
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Review titled Its a joke
Rated 1 star out of 5
by Anonymous - Posted on 13 February 2023
You can't get in to see a doctor even if you can get through the on the phone. Every other doctors in burnley are seeing patients but not this one. They claim its more efficient, yes for you and the pract staff, but not at all for the patients. An average 45mins wasted on hold to be told no appointments, ring back tomorrow, by robot!! Or your cut off completely. How do you diagnose or treat anybody over the phone!? Its beyond rediculous. Constant medication errors and you can't even get through to sort that out because the secretary team shut at 12!! So your left with no important medications for god knows how long and until they get round to answering the phone. Then you get a less than stellar response, when you do get through its excuses and bad attitudes all round. Its stress nobody needs especially when they are ill and in pain. I will be leaving the practice and i will be taking my family and friends with me. Do yourself a favour and do the same.
Visited December 2022
Review titled Burnley Group Practice
Replied on 22 February 2023
Dear Patient Thank you for taking the time to feedback and I’m sorry to hear that you are not happy with the practice. Please be reassured that we are seeing patients face to face; we have both telephone and face to face appointments to offer, depending on the reason for your consultation; our receptionists are trained to care navigate to the most appropriate type of appointment and clinician (or elsewhere if you do not need to be treated in Primary Care). We now have a new telephone system and whilst we appreciate that it is still difficult to get through due to the unprecedented demand we are facing, we have seen improvements. If there are errors with your medications, it is not the secretaires you should be contacting, they deal with referrals, the prescription team will look at any medication problems. Please email burnley.gp@nhs.net with details of the issues you are having and we can look at ways to resolve this – it may be that we can put you on repeat dispensing. If you are still registered with the practice, you may want to join our Patient Participation Group, please email as above, we regularly discuss issues such as this and how we can make improvements with the resources available to us. Alternatively, let me know if you would like to discuss these issues in person in more detail. Helen Harrison, Quality Manager
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 12 December 2022
Ever since the surgery's merged together. I find it extremely difficult to get threw.. they tell you to phone at 8am for appointments for them to disconnect the call without even putting you in the que.. then when you do finally get in the que your waiting upto 45 minutes before they answer that's if it doesn't cut you off half way threw.. if your lucky you'll get an answer to be met with a rude receptionist who sounds like they can't be bothered talking to you. Over all I would not recommend this doctors surgery anymore.. definitely needs work.. I can understand the stress and strain GPS are going through. But something needs to be done.
Visited December 2022
Review titled Burnley Group Practice
Replied on 13 December 2022
Dear Patient Thank you for taking the time to share your feedback. We have a new phone system which is having teething problems, your patience would be appreciated. You are correct in observing the stress and strain that GPs are going through, however we have a fantastic team who are doing their best under the current circumstances. I'm sorry if the receptionist you spoke to seemed rude and couldn't be bothered, we will discuss this in our next team meeting. We have recently recruited more reception staff to cope with the increased demand and are training them. Helen Harrison Quality Manager
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Review titled More practice needed
Rated 2 stars out of 5
by Anonymous - Posted on 18 November 2022
I got several calls on my way to my appointment telling me it has been postponed.I continued to reception and was told it was due to”unforeseen circumstances”.This does not give me a lot of confidence in this surgery and as I was given a new appointment date I am half expecting the same thing to happen again!My over all feeling is they want you out of the door as soon as possible.
Visited November 2022
Review titled Burnley Group Practice
Replied on 23 November 2022
Dear Patient Thank you for taking the time to feedback. I'm sorry that we had to cancel your appointment, unfortunately there are many reasons for clinics being cancelled which are beyond our control, this can include clinicians who are absent at short notice for various reasons, we do suffer from IT failures, sometimes we have clinical equipment failures, or we can have problems sourcing the consumables we need in addition to premises problems. I realise that this can be inconvenient, and I hope that we apologised for the inconvenience when contacting you. I’m glad to hear that you were given a new appointment and I hope that this went well, if it did not, please contact our Reception Office Supervisors Terri or Cath who will try to resolve any problems. Helen Harrison, Quality Manager