Burnley Group Practice
St Peters Centre, 3Rd Floor Church Street, Burnley, Lancashire, BB11 2DLContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Bad Practice
Rated 1 star out of 5
by MR EDWARD J READ - Posted on 28 November 2022
I spent 50 minutes listening to some lousy music waiting to speak to a receptionist about getting an appointment, just to be told there are no appointments and phone back at 1pm. This surgery is an absolute disgrace, since it has merged it has become a nightmare to get an appointment. They tell the patient it is the phone system, but they have a new phone system and it is still useless trying to get an appointment, this is the worst surgery ever, a complete joke.
Visited November 2022
Review titled Burnley Group Practice
Replied on 28 November 2022
Dear Mr Read Thank you for taking the time to feedback. Our new phone system was installed last week and whilst we are having teething problems and learning how best to use it we are already seeing positives to it, please bear with us. We do have the option to inform patients that there are no appointments left to save them holding needlessly, we will ensure that we use this when appropriate. There is also an option for you to choose to be called back rather than waiting in a queue, I believe that this option is also working well, so please use this option in future to save you holding. If you did phone today, please note that Monday is always our busiest day of the week and so wherever possible, please try to avoid calling on a Monday unless you need to, to free up the lines for those who do need to get through. If you did call back, I hope you managed to get an appointment. Whilst the problems may appear to have started with the mergers, this coincides with the time the NHS as a whole has started to see unprecedented demand alongside staff shortages, we are doing the best we can with the resources we have. I’m sorry the music isn’t to your liking, I’m not sure that there’s an option to change it, but if there is we’ll have a look at that. If you’d like to join our Patient Participation Group to feedback, and to learn more about how the practice works, we are due a meeting soon, please email burnley.gp@nhs.net and we will send you an invite. Helen Harrison, Quality Manager
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Review titled No longer fit for purpose.
Rated 1 star out of 5
by Graham. - Posted on 17 October 2022
Mon 26th Sept 22. After seeing nurse at Kidrow Lane an appointment was made for doctor to call me with blood results the following Monday at 13.00 Monday 3rd October 22, doctor called at 10.58. I couldn't answer and a message was left. No attempt was made to call me back at the agreed time. Wednesday 5th October 22. After seeing nurse at Kidrow Lane 2 telephone appointments were made for me. 1st, doctor will call me at 15.00 Wednesday 12th October 22. The doctor called at 13.23. I was able to answer. 2nd, nurse will call me at 9.45 Monday 17th October 22. It is now 14.40 and I have not yet received the call. This level of service is unacceptable. I've seen replies to other peoples reviews and the lame excuses given. We deserve better.
Visited October 2022
Review titled Burnley Group Practice
Replied on 18 October 2022
Hi Graham, thank you for taking the time to write a review. I'm sorry for the inconvenience you seem to have encountered however after checking our clinics for the dates you have mentioned I wonder whether there may have been some confusion with times and telephone / face to face appointments. If you could either telephone us and ask to speak to our Office Supervisor, or email burnley.gp@nhs.net with your contact details and a convenient time to call you. Thank you. Helen Harrison.
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Review titled Engaged for 4& half hours!!
Rated 1 star out of 5
by Anonymous - Posted on 26 September 2022
Been trying to get through for over 4 hrs.engaged all the time!!!four practices merged ,but only one phone no.terrible service.
Visited September 2022
Review titled Burnley Group Practice
Replied on 27 September 2022
Dear Patient Thank you for your feedback, we are aware of the difficulties in getting through to the practice on the telephone and are looking at various solutions for this. One of these is the installation of a new telephone system, unfortunately despite signing up for this several months ago the new provider is having technical issues and our Go Live date has recently been postponed again. Whilst we only have one telephone number, there are many more lines that come through to the practice so there will be more than one receptionist answering. If you can, please email rather than telephone us (burnley.gp@nhs.net), although you will still need to telephone for appointments. Once again, thank you for your feedback. Helen Harrison, Quality Manager
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Review titled Very poor sugary
Rated 1 star out of 5
by Anonymous - Posted on 14 June 2024
I was given the wrong instructions on how to use an insulin which caused me all sorts of problems was eventually sorted out by the specialist diabetic team at the hospital needless to say i have lost all confidence in all the staff at the practice this was not the first time they messed my medication up
Visited August 2022
Review titled Burnley Group Practice
Replied on 17 June 2024
Dear Patient Thank you for taking the time to leave this review, I am sorry to hear about your experience, please do contact the practice so that we can look into this. You can either telephone 01282 911630 and ask for our Office Manager Terri Tomlinson, or email burnley.gp@nhs.net for Terri's attention. Thank you Helen Harrison Practice Manager
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Review titled Not reassuring
Rated 1 star out of 5
by Anonymous - Posted on 04 October 2022
I visited the nurse in July was unable to have a routine test due to the nurse noticing a peasize lump was asked if I had a lump removed previously which I hadn’t Then due to pains went back to see the doctor then referred for 2 scans finally in September I had the scans Called 26 times in one day and couldn’t get through called 2 days after the scans to see if the doctor had looked at them told they hadn’t called back again and was told they were not back then that they was and again the doctor had not added any notes Called yesterday was no 31 in the Que so hung up Finally got through today asked for the results of scans and was told my sample was normal which is not what I asked for and knew my sample prior was normal was then told it just says “duplicate”on my notes with reference to my scans so I asked what that means the lady then asked someone else so “duplicate”means normal result I have no confidence in this surgery whatsoever now and will be changing surgery’s Last appointment I had to wait 45minutes and if I still have a lump I will have to go through the whole thing again when it comes to a routine test In 3 years time!!!
Visited July 2022
Review titled Burnley Group Practice
Replied on 05 October 2022
Dear Patient Thank you for taking the time to feedback and I am sorry that you are not happy with your experience. We have posted regular updates on our website over recent years with regards to increased demand and the recruitment and retention challenges we are facing. We are awaiting the installation of a new telephone system which we hope will help with our telephone access. As regards your scan results, please can you email burnley.gp@nhs.net with your name, address and date of birth so we can look into this for you. Thank you Helen Harrison, Quality Manager
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Review titled Cannot get an appointment
Rated 1 star out of 5
by Registered patient - Posted on 28 July 2022
Rang this morning at 9am, 19th in queue. When I got through I was told there were no appointments and to ring back at 1pm. Rang back at exactly 1pm and was 13th in the queue and when my call was answered there were no appointments left and advised to ring back tomorrow at 8am! I have been a patient at Kiddrow Lane for 32 years - a superb service, great staff and doctors. This Burnley Group Practice merger has been a disaster for patients. Please don't blame all this on the phone system - although it is bad (and I know you are changing it) the real issue here is the lack of Doctors and your processes. This practice says it now has 11 doctors and each appointment is for 10 minutes, so how can you run out of appointments when you ring at the exact time you are asked? After years as a very happy patient, I now have no alternative but to move practices.
Visited July 2022
Review titled Burnley Group Practice
Replied on 07 September 2022
Dear Patient Thank you for taking the time to feedback. You are correct that we are aware of the problems with the phone system, we are in the process of changing systems, although that is now suffering from delays. We have 10 GP Partners in addition to salaried GPs, Locum GPs, Advanced Nurse Practitioners, Paramedic, Pharmacists and Junior Doctors. Unfortunately we're still unable to offer sufficient appointments to match the demand that we are experiencing. We continue to try and recruit across all staff groups.