Colne Road Surgery
34-36 Colne Road, Burnley, Lancashire, BB10 1LSContact details and opening times
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Reviews
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Review titled Terrible Service and Communication
Rated 1 star out of 5
by Anonymous - Posted on 17 February 2023
Registering with a this practice couldn’t be more painful. I was supposed to have a health check as a new patient. The first one was in October and due to unforeseen circumstances, I was unable to attend and so I rang to arrange another appointment (November). This was was cancelled (last minute) but I was understanding as it was arranged after my first. The next appointment wasn’t until the new year in January. Whilst all of this was happening, I received zero communication with the Surgery. No texts, calls or emails. Nothing. Come January, I rang prior to check my appointment time and they said nothing had been booked. I was clearly confused and they said it could be the system. Slightly frustrated, I booked another appointment and asked them to email me or text me confirming this. After the call, I received an email (automated) and it confirmed my appointment. That was enough to conciliate me. The appointment was for February. From November to February to have a new patient health check. Ridiculous. February appointment approaches, I get to the surgery without calling ahead like I had done prior assuming they couldn’t have made the same mistake twice. The receptionist that was there.. Awful. Very rude and unaccommodating. She first stated that there were no appointments under my name. I said it was a health check and she said there was nothing on their system. I was very frustrated and showed her my email, as she was looking at me like I was an alien speaking gibberish. She said they (the Surgery) don’t send out emails only text messages. I said to her that I received this email right after my call with the surgery and it had the correct information along with the healthcare specialist whom I would be seeing. She said the specialist is not in and that will be off for 2 months. I was at this point exhausted. She proceeded with snide comments about how health checks are are patients over 40 (I am 24) and again looking at me like an extraterrestrial being. I said again that it was for a New Patient. She said again there’s nothing on the system. I asked if it was cancelled or how did I receive this email if it wasn’t booked in the first place. She regurgitated the same thing from her script. She gave me no solutions, no offer to rebook or to consult with another colleague on the issue. Nothing. I left feeling belittled and that this surgery did not value its (new) patients. I do not plan on rebooking another appointment and will be moving to another practice. I hope no one goes through this unnecessary and tedious task of having to book/attend a simple appointment/health check.
Visited February 2023
Review titled Colne Road Surgery
Replied on 28 February 2023
Dear Patient Thank you for taking the time to write a review. I'm so sorry that our level of service wasn't up to our usual standard. I would really like to discuss this further in the hope of resolving these issues, if you are able to contact the surgery on 01282 731490 and ask to speak to the practice manager or alternatively please email me hmcardle@nhs.net. Thank you Helen McArdle Practice Manager
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Review titled Poor service
Rated 2 stars out of 5
by Mr Brian Firman - Posted on 16 February 2023
I was prescribed additional eye drops by ophthalmic consultant at BUrnley general hospital ,on 25 January 2023. The prescription was sent electronically to Colne Rd surgery. I rang surgery a week later and was told no prescription had been received. I contacted hospital and was assured prescription was definitely sent. After making further calls to surgery was told letter had been received and filed but after checking the letter the receptionist told me there was a prescription attached which had not been actioned!! I have made numerous calls to both surgery and pharmacy and today 16th February I am hoping to be able to collect the medication which could possibly save the sight in my eye. I’m not happy.
Visited February 2023
Review titled Colne Road Surgery
Replied on 28 February 2023
Dear Mr Firman Thank you for taking the time to write a review. I'm so sorry that our level of service wasn't up to our usual standard. I would really like to discuss this further in the hope of resolving these issues, if you are able to contact the surgery on 01282 731490 and ask to speak to the practice manager or alternatively please email me hmcardle@nhs.net. Thank you Helen McArdle Practice Manager
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Review titled Job done
Rated 4 stars out of 5
by Anonymous - Posted on 19 January 2023
Arrived 5 minutes before my appointment but the surgery only opened just after the appointment time. They were having IT issues, so I had a small delay before I got seen. Once seen all went well. I got my results soon after but they lacked the exact details that I wanted. As a result I can't be sure if I am improving my health, as I didn't get a number to measure against.
Visited January 2023
Review titled Colne Road Surgery
Replied on 16 February 2023
Dear Patient Thank you so much for taking the time to feedback and also for your understanding that we were encountering IT issues on said day. I'm sorry this caused a delay in you being dealt with. If you would like to discuss any aspect of your health further, please do contact the surgery and make an appointment, we offer face to face, video and telephone consultations. Alternatively, please either contact the surgery on 01282 731490 and ask to speak to the practice manager or you can email me hmcardle@nhs.net and I will endeavour to help all I can. Helen McArdle Practice Manager
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Review titled Great practice
Rated 5 stars out of 5
by Iva - Posted on 19 January 2023
My nurse was really nice and helpful. Really easy to talk to. If I did not understand what she mean she was patient and explained everything.
Visited January 2023
Review titled Colne Road Surgery
Replied on 16 February 2023
Dear Iva Thank you so much for taking the time to feedback with such a positive review about members of our team. A huge thank you and I will ensure I feedback to the Practice Nurse you saw. Helen McArdle Practice Manager
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Review titled Utterly Disgraceful
Rated 1 star out of 5
by Anonymous - Posted on 19 December 2022
Utterly disgusted by the disgraceful attitude of the receptionist. There is a way of speaking and dealing with patients. The appointment was made first thing in the morning after waiting for half an hour to get in queue. Appointment given for morning, time was given for 2 appointments, gave benefit of the doubt and waited an extra half an hour. When called to check why the doctor had not yet called, got told that the appointment has now been changed from morning to evening and window is now 3 hours long. I told the receptionist that my brother may need antibiotics and is in pain and is finding it difficult to eat and drink. The receptionist replied “well you can go to A&E”. I said that A&E is busy, especially since all the receptionists, not even doctors but the receptionists insist on finding excuses to push the patients to go to A&E to make their work easier. Whatever it may be but this is the impression people get by the way they speak. The receptionist then said that “you can wait then”. My brother is truly in pain and it’s difficult to see this. When people call the doctors, there’s a need, no one wants to stay on call to book appointments they may not even be seen for. The receptionists here need to be sent on courses on how to deal with patients, although they are not medical staff, they are just as much representing these places, they need to be welcoming, understanding and respectful. They need to be empathetic and show some concern for another human. Otherwise do not do this job. These receptionists show pure unprofessionalism and are not competent for their roles. Bear in mind, this review has been written after years of dealing with and tolerating ongoing unprofessional behaviour. But when we ask for help and then are out off, it’s heartbreaking because whilst it may be making someone’s job easier on that day, someone may be missing out on appointments that could potentially benefit and missing those could potentially delay diagnoses or make something worse. This is utterly disgusting and changes in management and reception staff seem to be needed.
Visited December 2022
Review titled Colne Road Surgery
Replied on 20 December 2022
Dear Patient Many thanks for your feedback. We are sorry that your recent experience has not been a positive one. Please can you urgently contact the surgery on 01282 731490 and ask to speak with the Practice Manager providing your full details so we can investigate this matter for you. Kind Regards Helen McArdle Practice Manager Colne Road Surgery
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Review titled Meeting patient needs
Rated 1 star out of 5
by Rehanara khatun - Posted on 11 December 2022
I am unable to get an appointment for a 6 year old who has dermatitis around her eyes. Initially it was just a patch on her eye lid, since then it’s spread to both eyes both upper and lower. The receptionist Said I quote “ we ve had a meeting and we’ve been told we can’t give out appointments for things like that , you have to go to the pharmacist” I have been to x2 pharmacist who said she needs to be seen by a doctor. Initially back in the summer the doctor prescribed her fucidin, the issue has not resolved but worsened, hence the pharmacists have said it’s best to been seen by the GP, but can I get past the receptionist ! No what do i do ? I know you can’t give me an appointment and pharmacist advice is see your GP.
Visited December 2022
Review titled Colne Road Surgery
Replied on 20 December 2022
Dear Rehanara Many thanks for your feedback. We are sorry that your recent experience has not been a positive one. Please contact the Surgery to speak to the Practice Manager who will help resolve this matter for you. Kind regards Helen McArdle Practice Manager Colne Road Surgery
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Review titled Fabulous practice
Rated 5 stars out of 5
by Anonymous - Posted on 19 October 2022
Contacted surgery by email promptly received a response and was dealt with in a very professional manner over the phone, nothing was too much trouble. Thank you
Visited October 2022
Review titled Colne Road Surgery
Replied on 21 October 2022
Dear Patient Thank you so much for taking the time to feedback with such a positive review about members of our team. A huge thank you and I will ensure I feedback to the practice team. Helen McArdle Practice Manager
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Review titled Good Service
Rated 4 stars out of 5
by M Khalid - Posted on 19 October 2022
Been this surgery for blood test, the front desk staff was very helpful and polite. The nurse was cheerful and explained me about all my tests going today.
Visited October 2022
Review titled Colne Road Surgery
Replied on 21 October 2022
Dear M Khalid Thank you so much for taking the time to feedback with such a positive review about members of our team and your care whilst at our surgery was fully explained to you. A huge thank you and I will ensure I feedback to the practice team. Helen McArdle Practice Manager
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Review titled Wasted my time
Rated 1 star out of 5
by Anonymous - Posted on 19 October 2022
I had an appointment booked after a long wait of 3 years for the spirospirometry test. I was told the machine was broken and they couldn't book me in. When it finally got fixed they said it was cancelled due to covid. when I eventually got an appointment I showed up and found out they had booked me in for a blood test. Wasted my time from work which was unpaid. Now I'm still waiting for an appointment.
Visited October 2022
Review titled Colne Road Surgery
Replied on 28 November 2022
Dear Patient, Many thanks for your feedback. We are sorry that your recent experience has not been a positive one. Please contact the practice and speak with the Practice Manager who will be able to investigate further Kind regards H McArdle Practice Manager