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 Poor GP experiance
Rated 1 star out of 5
by Mehreen Salaheen - Posted on 02 November 2024
Unfortunately i felt the GP experiance i had with my 4 yr old daugher yesterday was very poor. The communication skills of the GP was shockingly poor. Once the very bad consultation was over, i was told "ok go to pharmacy i gave you antibiotics" that was so rude. Im in healthcare myself, i was very dissapointed.
Visited November 2024
Review titled Burnley Group Practice
Replied on 04 November 2024
Dear Mrs Salaheen - thank you for taking the time to feedback. I'm sorry to hear that you had a negative experience. I have been able to identify the clinician concerned and will pass your feedback on to them for them to reflect upon. Helen Harrison Practice Manager
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Review titled Above and beyond
Rated 4 stars out of 5
by Anonymous - Posted on 10 July 2024
I would just like to say thank you to all the staff who deal with all the calls and appointments. I recently needed to contact the surgery multiple times and was helped each time, with compassion, understanding and empathy. There was an issue with a fit note and the person I spoke to went above and beyond to resolve this for me, understanding the situation I was in. I also spoke with ? Who booked me an appointment and nothing was too much trouble. I know it’s frustrating sometimes to wait in a long call queue, but knowing I am going to be speaking with such empathetic and compassionate people makes it less so. Things have definitely improved over the last 12 months and hope staff that deal with us over the phone, know that they are truly appreciated in what must sometimes be a challenging job.
Visited June 2024
Review titled Burnley Group Practice
Replied on 10 July 2024
Dear Patient Thank you for your review, it is much appreciated, and I will pass on your comments. You are indeed correct that our reception staff who answer the phones do have a challenging job, but they are caring, compassionate and do their best to help patients. I'm glad that you have noticed improvements, we have worked hard over recent months to improve various systems to retain staff and continue to do so; any change is difficult but more so in a large practice. Thank you again Helen Harrison, Practice Manager
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Review titled Really helpful and thoughtful
Rated 5 stars out of 5
by Mr F Kelly - Posted on 08 August 2024
The Doctor dealing with my blood pressure issues has identified something that requires treatment urgently and that in the end could be a life saving situation and to that end I am extremely grateful for his diligence and care. I would also like to thank the staff at the practice who I always find to be helpful and pleasant
Visited June 2024
Review titled Burnley Group Practice
Replied on 12 August 2024
Dear Mr Kelly Thank you for taking the time to share your feedback, we are grateful for this and it has been shared with all our staff. I hope your treatment goes well. Helen Harrison Practice Manager
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Review titled Excellent receptionists
Rated 5 stars out of 5
by Anonymous - Posted on 10 May 2024
I rang to get help and advice regarding my aunty . The receptionist was very helpful and went above and beyond in her help and support . She was considerate, supportive and her customer service was second to none . Every time I have spoken to the staff on reception they have been equally as brilliant . They take the time, really listen and do their best to answer your query
Visited May 2024
Review titled Burnley Group Practice
Replied on 13 May 2024
Dear Patient, thank you for taking the time to feedback, it is very much appreciated, our receptionists have a difficult job, particularly in the current climate and they will be pleased to receive this feedback which I will pass on. Thank you Helen Harrison Practice Manager
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Review titled Impossible
Rated 1 star out of 5
by Anonymous - Posted on 30 April 2024
Called at 8am and after being on hold for 30 minutes at number 1 in the queue, told I had called the wrong number and had gone through to enquiries. This was not the case and I get the impression there are just no doctors available throughout the practice. Given the fact I was at urgent care last week and had to get a follow up appointment with my doctor but apparently is impossible. There is definitely something seriously wrong with the practice/NHS and is a major cause for concern. I do not blame the staff that are answering the phone and can only praise their bravery having to deal with this day in day out.
Visited April 2024
Review titled Burnley Group Practice
Replied on 01 May 2024
Dear Patient, thank you for your feedback, unfortunately without further information we are unable to look into this matter. If you could email burnley.gp@nhs.net with your details and mark your email for the attention of Terri Tomlinson, Office Manager, Terri will look into this for you and give advice on how best to navigate the practice and our appointment system. I'm not sure if you're aware, but you can now message the practice directly with a medical or admin query via the NHS App. Helen Harrison, Practice Manager
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Review titled Awfully
Rated 1 star out of 5
by Anonymous - Posted on 27 February 2024
It is almost impossible to make an appointment and the appointment will be by phone, after which they will be able to invite you to a face to face appointment, this is so much time their could spend with another patients. Where in the NHS it is stated that the appointment should be expected for two weeks? This was said at the reception. I passed all the tests in order to finally get treatment, and I have to wait again for an appointment for two weeks and again by phone. It's a mockery of patients
Visited February 2024
Review titled Burnley Group Practice
Replied on 11 March 2024
Dear Patient Thank you for taking the time to post your review. I will try to explain how we are currently working. The demand on the practice is so great that we are unable to meet it. This is due to many influences, examples include patient expectations, a lack of GPs, an aging population and long NHS waiting lists which mean we have to manage patients until they are treated. We have brought in many measures to deal with this demand which include Care Navigation (ensuring patients are booked in with the correct Health Care Professional, or directed elsewhere if that is more appropriate), we now have a multi disciplinary team which includes Nurse Practitioners, Paramedic, Physiotherapist and Pharmacists. Telephone appointments allow our clinicians to deal with more patients (many patients prefer telephone appointments) and clinical triage which allows the triaging clinician to prioritise patients who they feel may need dealing with earlier, or those who can wait. This YouTube video, ‘Where’s my GP’ may give you some insight Where's My GP? (youtube.com) If you would like us to look into your individual experience with us or a more detailed explanation please email burnley.gp@nhs.net for the attention of Terri Tomlinson who is our Office Manager and she will contact you directly. Alternatively, you may find it helpful to join our Patient Participation Group where you will learn more about how the practice works. Helen Harrison Practice Manager
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Review titled No complaints.
Rated 5 stars out of 5
by Anonymous - Posted on 02 April 2024
Helpful, friendly staff. Not difficult to get an appointment with a doctor and nurse during the evening. Felt valued and reassured.
Visited January 2024
Review titled Burnley Group Practice
Replied on 01 May 2024
Dear Patient Thank you for taking the time to comment, it is much appreciated. Helen Harrison, Practice Manager
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Review titled Great service
Rated 4 stars out of 5
by Anonymous - Posted on 16 November 2023
I was seen by a very thorough, understanding doctor the same day that I rang the surgery. I received prompt and easy to understand feedback after tests.
Visited November 2023
Review titled Burnley Group Practice
Replied on 16 November 2023
Dear Patient Thank you for sharing your experience, it is refreshing to hear, I will pass your feedback on to our team members. Helen Harrison Practice Manager
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Review titled Absolutely useless.
Rated 1 star out of 5
by Anonymous - Posted on 05 September 2023
Impossible to get through to book an appointment. If you are lucky enough to get through they tell you to ring back at 8am. People work!!! We can't spend hours on the phone waiting for someone to answer or "call back". Or " try ringing on Friday when they have triage...." seriously what happened? The rest of the world is back to normal post covid. Its time GP were!
Visited September 2023
Review titled Burnley Group Practice
Replied on 06 September 2023
Dear Anonymous Patient Thank you for taking the time to feedback. I’m sorry you’re not happy with the service we offer. Unfortunately, we don’t have and aren’t resourced for sufficient staff to deal with the amount of demand we are facing. This is a national problem and triage is one of the ways we are trying to manage the demand. If you would like to help, or would like to learn more about how the practice works and the challenges we face you would be more than welcome at our Patient Participation Group which currently meets 3-4 times per year, either in person or via Teams – please email burnley.gp@nhs.net and we will add you to the group. The previous minutes are also on our website. Thank you. Helen Harrison Practice Manager
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Review titled Unacceptable slow
Rated 2 stars out of 5
by Chris - Posted on 05 August 2023
I think having to wait for nearly two weeks for a medical certificate, that last for three weeks is totally unsatisfactory.
Visited July 2023
Review titled Burnley Group Practice
Replied on 07 August 2023
Dear Chris Please can you contact our Reception Manager regarding this matter and she will look into it for you. Depending on the type of certificate, some can take up to 4 weeks. Thank you. Helen Harrison Practice Manager