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 More practice needed
Rated 2 stars out of 5
by Anonymous - Posted on 18 November 2022
I got several calls on my way to my appointment telling me it has been postponed.I continued to reception and was told it was due to”unforeseen circumstances”.This does not give me a lot of confidence in this surgery and as I was given a new appointment date I am half expecting the same thing to happen again!My over all feeling is they want you out of the door as soon as possible.
Visited November 2022
Review titled Burnley Group Practice
Replied on 23 November 2022
Dear Patient Thank you for taking the time to feedback. I'm sorry that we had to cancel your appointment, unfortunately there are many reasons for clinics being cancelled which are beyond our control, this can include clinicians who are absent at short notice for various reasons, we do suffer from IT failures, sometimes we have clinical equipment failures, or we can have problems sourcing the consumables we need in addition to premises problems. I realise that this can be inconvenient, and I hope that we apologised for the inconvenience when contacting you. I’m glad to hear that you were given a new appointment and I hope that this went well, if it did not, please contact our Reception Office Supervisors Terri or Cath who will try to resolve any problems. Helen Harrison, Quality Manager
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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