Primrose Bank Medical Centre
Primrose Bank, Blackburn, BB1 5ERContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Very fast and very to the point
Rated 5 stars out of 5
by Anonymous - Posted on 04 February 2025
Low wait times And the GPs there are very friendly and approachable - i went in for an issue and they were very attentive to what i was saying, and gave me precise instructions on how to use my medication, and also answered any questions i had.
Visited February 2025
Review titled Primrose Bank Medical Centre
Replied on 05 February 2025
Dear Patient, Thank you for taking the time to share your positive experience with us. We are delighted to hear that you found our GPs friendly, approachable, and attentive to your concerns. Ensuring that our patients feel heard and receive clear guidance on their treatment is a priority for us, and we’re glad we could provide that for you. Your feedback is truly appreciated, and we will share it with our team. If you ever need any further support or have additional questions, please don’t hesitate to reach out. Best regards, Romita Gupta Deputy Practice Manager Primrose Bank Medical Centre
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Review titled Very disappointed
Rated 1 star out of 5
by Anonymous - Posted on 26 February 2025
I have been diabetic for 25 years. I attend my review regularly as requested. Unfortunately I do not have a mobile phone or landline and have always had reminders sent to my wife's phone which has never been a problem. Today she rang up to make an appointment for me and was told I now have to do it myself. When the receptionist was told I didn't have a phone she said "He can use yours". My wife lent me her phone to call back and I was informed by reception I had to do it due to confidentiality so now we have taken my wife's number off the system as due to confidentiality they should not be informing her I need an appointment. Unfortunately there is no way to contact me other than post. Why after all this time have I never been informed before of this. It was the practice that asked if they could message me via my wife's phone so why did they not tell me this is no longer a service. Very frustrating.
Visited February 2025
Review titled Primrose Bank Medical Centre
Replied on 28 February 2025
We’re sorry to hear about your experience and appreciate you bringing this to our attention. Please email us at primrose.bank@nhs.net with your details, and we will look into this matter for you. Our policy regarding appointment bookings has changed in line with NHS England’s confidentiality guidelines, which require that appointments can only be made by the patient unless we have prior consent on record. We understand this may be frustrating, and we did send messages to all patients informing them of this change. However, we regret any inconvenience this has caused you. If you would like to provide consent for your wife to continue managing your appointments, please contact us, and we will be happy to assist you in setting this up. Thank You Romita Gupta Manager Primrose Band Medical Centre
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Review titled Poor customer service
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2025
Been really poorly for a week. Rang the practice on 2 occasions.On neither occasion could I get to see a doctor. I was allocated a slot with a trainee which was fine but surely should be supervised by a qualified GP. Hence the reason for my second visit. The medication I was given didn't work. On phoning the surgery on 24\1\2025 I was told that all the doctors were full and what does she want me to do? The rudest receptionist I have ever spoken with. She eventually told me to come at 11.30.By 12.10 I still hadn't been seen by anyone. When I approached the reception I was met with the same passive aggressiveness. I have now spent the last few hours transferring myself and my family to a different practice.
Visited January 2025
Review titled Primrose Bank Medical Centre
Replied on 30 January 2025
I’m sorry to hear about your experience at the practice. We take all feedback seriously and would like to look into this matter further. As your complaint has been posted anonymously, we are unable to investigate without your details. Please email us at primrose.bank@nhs.net with your full name and further details, and I will personally review your concerns. Thank you. Best regards, Romita Gupta Deputy Practice Manager Primrose Bank Medical Centre
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Review titled Unprofessional
Rated 1 star out of 5
by Amira Dahya - Posted on 30 December 2024
My 3 months old daughter was meant to have her vaccines today after them already being delayed by weeks. The GP sent a text message saying it’s been cancelled and re-arranged for the next day. This is the extremely unprofessional as i received the text 30 minutes before her appointment. My husband took annual leave especially for this appointment. I was about to set off and had my daughter ready for this appointment. Without any consultation, the GP decided to rearrange it, without even considering if the parents are available for the appointment. There was no reason for the cancellation apart from the fact that the nurse called in. They could have some how managed to find an appointment at ewood or anywhere else for us. I’m very disappointed with the service. It has been horrendous lately. Being unprofessional towards adults is one thing, but this is my 3 months old daughter who is due her vaccines which should be done on time.
Visited December 2024
Review titled Primrose Bank Medical Centre
Replied on 30 December 2024
Dear Mrs. Dhaya, Thank you for sharing your concerns. Please accept our sincere apologies for the inconvenience caused by the last-minute rescheduling of your daughter’s vaccination appointment. We completely understand how frustrating it must have been, especially after arranging your day and having your husband take leave for the appointment. I would like to explain the circumstances that led to the rescheduling. We had a locum nurse booked for the day, but unfortunately, we were informed by the locum agency at 9:00 AM that the nurse had an emergency and would only be able to start her clinic at 11:00 AM. This required us to cancel and rebook some morning appointments. However, after further communication with the agency, we were informed that the nurse would no longer be able to attend at all. Despite our efforts to arrange a replacement through the locum agency, we were unable to secure another nurse for the day, leaving us with no option but to reschedule all appointments. Our reception staff attempted to call you at 1:04 PM to inform you of the situation and left a voicemail when the call did not go through. A text message was subsequently sent to confirm the next available appointment for your daughter. We acknowledge that situations like this are frustrating and can feel unprofessional, especially when it involves a child’s healthcare. Please be assured that we did our best to manage this unforeseen situation amidst the festive period when many staff members are unavailable. We sincerely apologise for any distress caused and appreciate your understanding of the challenges we faced in this instance. If you would like to discuss this further or if there is anything we can do to assist you, please do not hesitate to contact us directly. Thank you for bringing this to our attention, and we value your feedback as it helps us improve our services. Kind regards, Romita Gupta Deputy Practice Manager Primrose Bank Medical Centre
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Review titled No understanding for patients
Rated 1 star out of 5
by Anonymous - Posted on 17 December 2024
I dont remember the last time i have rang this surgery and not had a stress attack afterwards! Dr's are great but the receptionist?? I really dread ringing to speak to them. They refuse to listen to a word your saying. I understand all the care navigation but it doesnt give them a qualification to consult a patient, sick people want advise from a medically trained individual not a receptionist. Patients take advise but if someone rings up telling you what they need then at least have the decency to listen to them. The manager needs to use all the practice training sessions to train the receptionist on being empathetic and not treating every phone call like you are talking to a child there is a difference between advising someone and telling someone that you know better. The arrogance needs to go please.
Visited November 2024
Review titled Primrose Bank Medical Centre
Replied on 17 December 2024
Dear [Patient's Name], Thank you for taking the time to share your concerns. I’m truly sorry to hear about your recent experiences when contacting the practice. This is not the level of service we aim to provide, and I completely understand how this has left you feeling frustrated. Our reception team follows the care navigation protocol, which is designed to ensure patients are directed to the most appropriate clinician or service for their needs. They are not clinically trained but are receiving intensive training to better understand and implement this system with empathy, respect, and effective communication. You may be aware that GP practices are under significant pressure, with demand for appointments far outweighing availability. To help address this, NHS England has introduced initiatives like patient self-care, care navigation, and the Pharmacy First scheme. These programs aim to ensure patients receive timely and appropriate care, while enabling practices to focus on those who need urgent medical attention. You can read more about these initiatives here: Care Navigation: BMA Care Navigation and Triage Pharmacy First: NHS Pharmacy First That said, care navigation should always be carried out with empathy, and I will ensure that your feedback is shared with the team as part of our ongoing training. Please rest assured that we value all our patients, and your experiences matter to us. If you would like to discuss this further, I would be more than happy to speak with you directly. Thank you again for bringing this to my attention. Kind regards, Romita Gupta Deputy Practice Manager Primrose Bank medical Centre primrose.bank@nhs.net
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Review titled Services improving
Rated 5 stars out of 5
by Emma Williams - Posted on 04 November 2024
I have had bad experiences from this surgery receptionists before but now services seem to be improving. Special mention swapna ewood receptionist. guess she is new. I was frustrated when my mom's orthopaedic referral was not taken up ever since July but she calmly listened to me and politely spoke to me, explaining how she could help. She did chase it up and updated me promptly which I highly appreciate. Keep up the good work.
Visited October 2024
Review titled Primrose Bank Medical Centre
Replied on 17 December 2024
Dear Emma, Thank you for taking the time to share your positive experience. I’m pleased to hear that you’ve noticed improvements in our services, and I truly appreciate your kind words about Swapna, our receptionist at Ewood. Your feedback highlights the excellent work she is doing, and I will ensure she is personally recognized for her efforts. Providing compassionate and helpful service is something we strive for, and it’s wonderful to know that Swapna was able to assist you promptly and effectively with your mother’s referral. We are committed to continuing this improvement, and your feedback motivates us to keep working hard for our patients. Thank you once again for your support. Kind regards, Romita Gupta Deputy Practice Manager Primrose Bank Medical Centre primrose.bank@nhs.net
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Review titled save yourself go somewhere else
Rated 1 star out of 5
by annonymous - Posted on 28 May 2024
I had an appointment this morning, I finally managed to see a doctor in my own practise, only to be told he could not treat me, because my symptoms had been mentioned in a letter to another doctor 50 mile away and I had to wait to hear from him. I have never been treated for what I went to see the doctor for of any other doctor, nor do I want to travel 50 mile for an appointment to see a doctor I am not registered with. So this practise is leaving me to cope with extreme pain. this is the last straw from this practise I have tolerated the disappointment in this surgery for to long now so, thanks but no thanks its now time to leave this practise
Visited May 2024
Review titled Primrose Bank Medical Centre
Replied on 28 May 2024
Dear Anonymous Thank you for your email. I am so very sorry to hear you are disappointed in our surgery and that you are having to cope with extreme pain. Please could you email the surgery at Primrosebank@nhs.net with further details to enable us to help and resolve your issue Thank you Helen Lang Practice Manager
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Review titled Rinse and repeat medical.
Rated 1 star out of 5
by Anonymous - Posted on 17 May 2024
I've had an issue for months, they know about it, still haven't changed the med even though the last blood test was supposed to determine that. I've had an issue with my legs and feet creating pain and issues walking and moving around, not that they care, I need to go in, i need a test, i need another test, one of the doctors wanted a blood test for the reason of changing the med for another, I went for that test although no idea why, I called and still no .. I need to talk to a doc / nurse again? We've had it with them, pretty sure they're doing this on purpose, so we've collected new forms for another doctor that we will be moving to very soon, we're done with the time wasting tactics.. I've had a doctor for 3 years, how many times have I seen him? 0 not a single time, a few phone calls sure, but seen? not once. We're done, best of luck anyone that joins these, though I'd look elsewhere. not that they care anyway. I've even seen a pretend doctor PE or something, and that is the worst experience i've had yet and won't be repeated because i'll not be visiting primrose bank again.or speaking to that novice learner doc? I don't know anymore, NHS = No Hope Sir.
Visited May 2024
Review titled Primrose Bank Medical Centre
Replied on 28 May 2024
Dear Anonymous Thank you for your email. I am so sorry to hear you feel you have been experiencing poor service from the surgery. I do apologies and acknowledge how frustrating it can be. We are a training practice and therefore have 2 Foundation Year 2 GPs who work and are mentored by Dr Ray and Dr Qureshi, we also have a Physician Associate and Advanced Nurse Practitioners who all work to provide clinical care to patients, i am not sure if this is who you are referring to in your comment. Most practices make use of these additional roles. If you would like to email primrosebank@nhs.net with further details of your issues i am sure we can help resolve them. Thank you Helen Lang, Practice Manager
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Review titled Not clean or tidy
Rated 2 stars out of 5
by Anonymous - Posted on 16 February 2024
Upon visiting the surgery after a lot discussion and my persuasive skills with reception, I observed how the surgery was unkempt, dirty floors, dirty walls, put of date leaflets, wires hanging etc. this trend continued with the GP's room as well. The surgery needs to be clean and somewhat clinical in its deco and update of information that can be now accessed through websites rather than so many leaflets and notice boards that cover walls. A screen can work with promoting services and messages.
Visited February 2024
Primrose Bank Medical Centre has not yet replied.
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Review titled Consistently poor
Rated 1 star out of 5
by Nizam Patel - Posted on 18 December 2023
Most recent event was Friday after 5 dr called my wife as prior to that we called to get an appointment for me my wife and my daughter. N they were refusing to do so. As my wife has already spoken to the doctor , the doctor called my wife back and after my wife explained our situation and that going to a&e was rather impossible for us. She then advised my wife to call Monday morning and get an appointment for her Self me and my daughter. But come Monday morning the same pushback of saying go to a&e. Even though I explained what the doctor said but still not willing to give an appt. I have asked receptionist to get practice manager to listen to that call to show I am not lying. Not had callback yet. Previous many occasions where being pushed back to pharmacy aswell. Where we are patients at this surgery but constant pushbacks
Visited December 2023
Primrose Bank Medical Centre has not yet replied.