Parkside Surgery
Prestige Park, Colne Road, Burnley, Lancashire, BB11 1PSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Great empathy and listening skills
Rated 5 stars out of 5
by Pat - Posted on 11 October 2024
Saw a go regarding a health problem and during the appointment I became upset when discussing my problem. He gave great advice and was very understanding. This was helpful and have hopefully have a plan to move forward.
Visited October 2024
Review titled Parkside Surgery
Replied on 14 October 2024
Dear Pat Thank you for your review. I am very pleased that the GP could provide the support you needed during your consultation. Sincerely Nick Gwatkin Manager
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Review titled Uncaring and dismissive practice
Rated 2 stars out of 5
by Jane Allen - Posted on 19 September 2024
Saw Gp 2/9/24 on the advice of physio who felt I needed an Mri scan on my back. Examined by Gp. Told by Gp if he sent a referral for an Mri it would probably be rejected, sent away with pain killers. Physio advised that I sought a second opinion. Receptionist at my Gp practice refused to give me an appoint at the surgery but did give me an appointment at Extended Hours at Burnley St Peter’s centre on 13/9/24. The Doctor examined me and sent me straight to Blackburn hospital for an urgent Mri scan for suspected compression of the spinal cord (Cauda equina) Doctor at Blackburn hospital disregarded previous doctors diagnoses and x-rayed hip which showed nothing wrong, sent away with pain killers. Went to Urgent Care Burnley 14/9/24 examined by doctor who diagnosed suspected compression of the spinal cord (Cauda equina) sent back to Blackburn Hospital where an Mri was carried out 16/9/24, spinal compression (Cauda equina) confirmed. Taken by ambulance to Preston Hospital for spinal surgery. All 4 doctors I saw examined me out of which 2 diagnosed correctly, 1 diagnosed incorrectly and I felt my own Gp at my own practice just dismissed me and the reception I spoke to was also dismissive. Had it not been for two of the doctors it could have resulted in a more serious outcome. I have some serious health issues and find it near impossible to get appointments with Gp’s at my practice.
Visited September 2024
Review titled Parkside Surgery
Replied on 20 September 2024
Dear Mrs Allen I am very sorry to hear about your experience, and I am pleased to hear that you have a resolution. I can only respond to the elements of your complaint related to Prestige Medical Group. I cannot respond on behalf of Blackburn Hospital. GPs refer to secondary care based on a referral criterion established by the hospitals. I am sorry that the symptoms you experienced during your first consultation were not assessed to meet their referral criteria. The reception staff did not refuse you an appointment. They offered you the next available appointment, which in this case was with the Extended Hours service in St Peter's. Our appointment system is set up to maximise patients' ability to consult with a clinician within seven days, linked to a clinical pre-assessment. The same-day service team triages patient contacts into available consultations. Additionally, routine appointments are released every 2, 4 and 7 days. Capacity against demand remains a challenge across the NHS, and I am very sorry that you have found it difficult to obtain appointments. Sincerely Nick Gwatkin Manager
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Review titled So so helpful and kind
Rated 5 stars out of 5
by Anonymous - Posted on 15 August 2024
Just wanted to say a huge thank you to two of the reception team members who have gone above and beyond in helping me sort my prescription out. Working for the NHS myself I know how tough it can be, so to receive such help has been amazing! Nothing has been an issue and everyone has been so friendly and not even hesitated to help me, thank you so much again! :)
Visited August 2024
Review titled Parkside Surgery
Replied on 15 August 2024
Thank you for taking the time to leave your review. I am very pleased that the reception staff were able to assist you. I will make sure your lovely comments are passed to the reception team. Regards Nick Gwatkin
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Review titled Respectful and kind
Rated 5 stars out of 5
by Helen - Posted on 30 July 2024
I have nothing but praise for all staff at this practice. I am always treated with respect by all - from reception staff to the clinicians. They are proactive and knowledgable. The online triage is a fantastic service and queries are dealt with quickly and efficiently. It helped me be seen quickly and provide photos in advance to the clinician. It also helped match me to the best clinician for my problem. Clear reminders about my appointment were given via the NHS app and via text.
Visited July 2024
Review titled Parkside Surgery
Replied on 31 July 2024
Good Morning Helen It is kind of you to take the time to leave a review. Thank you for the positive feedback, which I will ensure is passed to the staff. I am pleased you found the systems helpful to your patient journey. Sincerely Nick Gwatkin Manager
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Review titled Difficult
Rated 2 stars out of 5
by Anonymous - Posted on 28 May 2024
I use to speak highly of the GP but it has gone down hill especially since the new phone system came in place! I was unable to order my repeat prescription online I called everyday for a week unable to get through can’t even hold these days! So I go down to the GP practice to explain my situation. I was told to fill out a form for my repeat prescription I waited a few days called my pharmacy. Nothing came through called doctors still could not get through kept checking with the pharmacy nothing still. Had to go down again filled another form and again nothing! Finally after messing about trying to log on I finally did! It has took me 5 weeks to get my repeat prescription! Great practice if you don’t actually need anything from them.
Visited May 2024
Review titled Parkside Surgery
Replied on 29 May 2024
Good morning. Thank you for taking the time to leave your review. I am sorry for your experience and would encourage you to formally complain and provide your patient details so I can investigate the circumstances and provide you with specific answers. I am sorry that you feel the new telephone system is part of the problem. The old system had limited lines restricting patients calling in and the amount of reception staff able to answer. There was no call back facility and no queuing system that informed patient where they were in the queue. Repeat prescription can be ordered online, via the NHS app or in person so I am sorry that you say you were not able to. Again, I am sorry for your experience and would encourage you to formally complain and provide your patient details so I can investigate the circumstances and provide you with specific answers. Sincerely Nick Gwatkin Manager
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Review titled Excellent practice
Rated 5 stars out of 5
by Barbara Hodkinson - Posted on 17 November 2023
I came to the surgery at eight this morning with a problem. The two ladies on reception were so kind and helpful and quickly reassured me. I have been a patient since 1971 and have always received excellent service and care even during the pandemic.
Visited November 2023
Review titled Parkside Surgery
Replied on 20 November 2023
Good Morning, Mrs Hodkinson Thank you very much for taking the time to leave this review. I am pleased that you feel that you have experienced excellent service and care in your time as a patient. I will ensure that your comments are passed on to all of the staff. Sincerely Nick Gwatkin
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Review titled Difficulty in phone service
Rated 3 stars out of 5
by Peter Taylor - Posted on 20 June 2023
Monday 19/6/23 8.30. I've been trying to get through to Parkside surgery since 8am to cancel a 9.40 appointment due to a positive covid test and the system just says try again after listening to a message lasting 60 seconds.Given that missed appointments are such a problem maybe an alternative system for cancelling appointments would be of some use to both patient and surgery
Visited June 2023
Review titled Parkside Surgery
Replied on 26 June 2023
Good Afternoon Mr Taylor Thank you for taking the time to leave your feedback. There is an alternate method to cancel an appointment. You reply to any of the messages that you have received in booking or a reminder for the booking. Within the reply message, you include the word 'cancel', and the system will cancel your appointment. I hope this has been useful, and I am sorry that this information has not been made known to you previously. Sincerely Nick Gwatkin
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Review titled Telephone answering
Rated 3 stars out of 5
by Anonymous - Posted on 06 June 2023
The new telephone system is not working for patients, I have been trying for days to make an appointment. Calls either get cut off or spend my day not working to make an appointment.
Visited May 2023
Review titled Parkside Surgery
Replied on 13 June 2023
Good Morning Thank you for taking the time to leave your comments. I am very sorry you are having difficulty accessing the Practice via the phone system. We have, on average, 16000 calls into the practice every month, 4000 a week and 800 each day. The staff do their best to answer as many of these calls as possible. You can also use the Practice Online Triage via our website -https://prestigemedicalgroup.co.uk. This allows you to describe your concerns which can then be forwarded as appropriate. Sincerely Nick Gwatkin Manager
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Review titled Absolute shambles
Rated 1 star out of 5
by Marc R - Posted on 30 May 2023
I suffer from severe COPD, Angina, Bronchitis, Ive been using my blue inhaler more than useful so needed another before my prescription was due. The receptionist said she would put it as urgent and I would receive it today A prescription was received today but it was only the water tablets my GP prescribed Where is the blue inhaler, you know, the thing that helps me breath when my copd is bad Where is the dity of care?
Visited May 2023
Review titled Parkside Surgery
Replied on 05 June 2023
Good Afternoon Mr Marc R Thank you for your feedback, I am sorry to hear your concerns and would encourage you to contact the practice with further details as I am not able to look to see if your issue has been resolved without your name. Sincerely Nick Gwatkin Manager
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Review titled Rude and very unhelpful receptionist
Rated 1 star out of 5
by Brian Fenn - Posted on 13 April 2023
Being a person who suffers with multiple conditions. I called today to report one of my prescriptions has run out early. Albeit for the first time since I started using this. I then asked to speak to the pharmacist or someone that could sort out a prescription for 2 bottles which would cover this month and next month. I would then order my prescription for the rest next week and I would miss off this medication as I would have enough. After a long chat with the lady on the phone who could not grasp what I was saying, all she kept saying was order it now or wait until next prescription date. I then advised can't manage without and if I order mid month of prescription I would run out before next prescription and would be doing this all over again. I was then passed to the office manager who reiterated her staffs opinions and told me to do the same. All I rang for was help as I have run out of medication and I received no help. The office manager then said since you've been on the phone for 15mins so I'm going to terminate your call. She forgot to add the 30 minutes I was in the queue. Before the office manager ended the call I then asked 1 question, "has your duty of care now ended with me" she replied "yes". At this point I was obviously wound up as no one was listening to me and my needs. Parkside was once an amazing surgery where I felt they were listening to there patients but no more. You have a duty of care to your patients and I for one am fully aware you do not care nor do you want to care. You are working on call centre stats not on candour nor care nor do offer any empathy and rapport just go away and get off the phone line. I beg you to listen to the call before you respond. All I wanted was help and got nothing in return but there opinions and yes I understand what they were trying say but they did not understand my point. I have run out of medication and can't stay awake without it. I suffer from Multiple sclerosis Addison's disease Ostio arteritis And countless other issues including side effects such as ; Chronic fatigue from both Additions and multiple sclerosis. What is duty of care ? Duty of Care is about individual wellbeing, welfare, compliance and good practice. Kind regards Brian Fenn
Visited April 2023
Review titled Parkside Surgery
Replied on 05 June 2023
Good Afternoon Mr Fenn Thank you for taking the time to send in your comments and feedback. I have reviewed the recording and can see that your information should have simply been taken and passed to the Pharmacist for the appropriate action. I am very sorry that the Senior Receptionist that took over your call did not offer this as a resolution. I am also sorry that you feel that the staff do not care. This is not the case, but I am sorry we did not offer you a simple resolution to your problem. We always use feedback where it is appropriate, such as yours, in staff training, and I will ensure the Senior Receptionist reviews the recording not to repeat the mistake Sincerely Nick Gwatkin Manager