Burnley Practice
Robson Avenue, Willesden, London, Greater London, NW10 3RYContact details and opening times
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Reviews
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Review titled Not told of rescheduled appt. Waited over 2 hours
Rated 3 stars out of 5
by Nanette Ohene-Darko - Posted on 21 October 2024
I arrived at my appointment with the 15 minutes late - my appointment was at 8:40 am and I arrived at 8:55 am. I let the receptionist know that I was late for my appointment and asked if I could still be seen. He said it was fine yes I could still be seen and I should take a seat. As I was late, I expected to have to wait a while longer to be seen. After one hour and 30 minutes, I had still not been seen so I went back to the reception desk and spoke to the female receptionist and asked her if I was still going to be seen today. She asked for my details which I confirmed then told me that my appointment was at 11:50 am. I was extremely frustrated and annoyed as the male receptionist did not tell me he had rescheduled my appointment to this time when I first came in. So he expected me to wait 2 hours and 50 minutes to be seen, I could have gone home and come back. I let the female receptionist know that I had now been waiting over one hour and 30 minutes so she said she would speak to the nurse to see me after the next patient. She then came back and told me to take a seat. I waited another 45 minutes until 11:15 am and went back to the reception desk to ask the female receptionist when I was going to be seen. She told me to take a seat and she would check then came back and told me I would now have to wait until 11:50 am. Not only was that exhausted, frustrated and annoyed but this had now become very stressful for me. So I left. The lack of communication between your staff members and between your staff members and between your staff members to patients is ridiculous. I understand the surgery is busy and I also understand I was 15 minutes late so expected to have to wait awhile but two hours and 50 minutes is not acceptable. Your male receptionist should have told me when I arrived that he had rescheduled my appointment to 11:50 am that way I could’ve gone home and come back. I have just seen on the NHS app that the nurse had added commentary that I arrived at 9.00 early for my 11.50am appointment but could not be seen earlier, when she was ready to see my at 11.30am I had already walked out. This is not true. I waited more than 2 hours to be seen and was not told that my appointment time had been rescheduled. Due to lack of communication from the staff. I was then told I would be seen next, which was a lie because I was then told after 45 minutes to wait until 11.50am. I don’t have a problem with the time being rescheduled but this should have been communicated you cannot expect people to just sit there for so long. Then don’t confirm I’m next making me wait even longer, then tell me actually you’re not next you have to wait. If you say something stick to your word.
Visited October 2024
Review titled Burnley Practice
Replied on 26 March 2025
Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience this situation caused you. We understand how important it is to be informed and respected during your visit, and we're sorry that communication was not clear in this instance. We recognize that being told about the rescheduled appointment when you first arrived would have helped you manage your time better, and we apologise for not communicating that to you. Additionally, we understand how frustrating it must have been to be told you would be seen next, only to be asked to wait even longer. We take your concerns seriously and will review our procedures to improve communication between our staff and with patients. Our goal is to provide excellent service, and your feedback will help us make necessary improvements. Once again, we apologise for the inconvenience, and we hope you’ll give us another chance to serve you better. If you would like to discuss this further or reschedule your appointment, please don’t hesitate to contact us directly.
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Review titled Great practice
Rated 5 stars out of 5
by Franca pugliesi - Posted on 07 June 2024
I received very good service and was satisfied. thanks. every time I go to the GP. I never encounter problems. everything is resolved.
Visited June 2024
Review titled Burnley Practice
Replied on 08 August 2024
Thank you for your kind words! We’re delighted to hear that you consistently receive good service and that your concerns are always resolved. If you ever need further assistance or have any additional feedback, please feel free to reach out. We’re here to help and appreciate your continued trust in our practice.
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Review titled Good service practice
Rated 5 stars out of 5
by Adel - Posted on 09 June 2024
Very good duff, and helpful doctors They treat everyone with respect and very treatment. I have been to Burnley medical centre last week,and the doctors help me a lot, and prescribed a pain killer for my back pain, and chest infection. I am extremely happy with the help I received. Thanks
Visited June 2024
Review titled Burnley Practice
Replied on 08 August 2024
Thank you so much for your positive feedback! We’re thrilled to hear that your experience with us was friendly, speedy, and efficient. It’s wonderful to know that your appointment, prescription, and follow-up were handled promptly. If you need any further assistance or have any additional feedback, please don’t hesitate to reach out. We’re here to help and look forward to continuing to provide you with excellent care.
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Review titled Very Efficient
Rated 5 stars out of 5
by Conrad - Posted on 18 April 2024
I called at 9am asking for an appointment, was given one for 1pm that day, seen exactly on time, subsequently given a prescription and a physio appointment for two days later. Friendly, speedy and efficient. Can't fault at all.
Visited April 2024
Review titled Burnley Practice
Replied on 08 August 2024
Thank you so much for your positive feedback! We’re thrilled to hear that your experience with us was friendly, speedy, and efficient. It’s great to know that your appointment, prescription, and follow-up were handled promptly. If you need any further assistance or have any additional feedback, please don’t hesitate to reach out. We’re here to help and look forward to continuing to provide you with excellent care.
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Review titled Horrible practice
Rated 1 star out of 5
by Epitacio Silva Junior - Posted on 30 April 2023
I have just changed practice because this one is just awful, after waiting hours for a Dr to call me it was a pharmacist that called me and after almost an hour interview she promised that I would get some medicine prescription on the same day, after 3 days I am here still waiting and never heard from them again. I am still suffering because can't get treated, this is just one of the reasons I am out of there for good.
Visited April 2023
Review titled Burnley Practice
Replied on 08 August 2024
I’m very sorry to hear about the delays and lack of follow-up you experienced with our practice. It’s unacceptable that you had to wait so long for a call and that you have not yet received the prescription you were promised. We understand how critical it is to get timely and appropriate treatment, and we regret that we fell short in this instance. Your feedback is important, and we will investigate this issue to prevent similar situations in the future. If you would like to discuss this further or if there’s anything we can do to address your situation, please contact us directly. We appreciate you bringing this to our attention and apologize for the distress caused.