Burnbrae Surgery (Haxby Group)

Got sorted once I saw someone

The practice is quite hectic, but once you manage to get an appointment and see a clinician, your issues tend to be resolved promptly.

Helpful staff made all the difference

I received excellent care during my visit. The team was extremely supportive and attentive to my needs.

Busy practice with genuinely helpful staff

Excellent staff who maintain a positive and friendly demeanor despite their heavy workload. They consistently demonstrate a willingness to go the extra mile in assisting patients.

Appointment waits got worse after takeover

The practice was previously satisfactory, but has declined in recent times. Obtaining an appointment has become increasingly difficult with lengthy waiting periods. I was not proactively informed of test results and had to follow up myself to receive this information. There is inconsistency in seeing the same healthcare professional, and the practice appears to favour remote consultations over in-person visits. Overall, the service feels less attentive to patient needs and preferences.

De-registered twice with no warning given

Have been removed from the patient list on two separate occasions without receiving any prior notification. I only became aware of the situation when trying to schedule an appointment and was informed that my records could no longer be located at the practice.

Mixed experience with inconsistent care and communication

I was registered with the surgery from July 2020 until 2024, and I'd like to share my personal experience in hopes that it helps others make informed decisions. Initially, I was assigned to one clinician. Unfortunately, I found communication difficult due to a language barrier, and I felt that my concerns were often dismissed. As a transgender patient, it was particularly upsetting that my identity was not consistently respected in my care, despite my records being up to date. I also became concerned when changes to my medication were suggested without clear explanation or consent. Due to these ongoing issues, I requested to be seen by a different clinician. I was then under the care of another clinician, who was very understanding, especially regarding my needs as a neurodivergent patient. I had a very positive relationship with them, but sadly they left the practice. Afterwards, I was treated by two other clinicians. Both were excellent and attentive, with one in particular taking the time to understand my complex health history. In-person, I always found the receptionists and nursing staff friendly and professional, and I appreciated their support during visits. However, one incident over the phone significantly affected my standing with the surgery. During a frustrating call with a staff member, I raised my voice out of frustration after feeling repeatedly interrupted and not listened to. I regret raising my voice and later apologised, explaining that I was under stress due to long call queues and difficulty accessing appointments after extended waiting periods. I also sought support for managing my emotional responses after this incident. Despite my efforts to resolve the issue respectfully, I was ultimately removed from the practice and felt that my concerns were not acknowledged by the management team. I was never physically threatening or verbally abusive, and I made multiple attempts to explain my perspective and make amends. I'm sharing this not out of bitterness, but to highlight both the good and the challenging aspects of my experience. I believe there were moments of outstanding care at the surgery, but I also felt unsupported when trying to advocate for myself during a difficult time.

Follow-up appointments keep falling through the cracks

The initial registration process went smoothly when I joined in 2020. However, since then I've submitted two online requests for different concerns and received no response to either. On another occasion, I provided a sample and was informed I would be contacted within five weeks to arrange an appointment. More than eight weeks have passed without any contact. I was treated for an abdominal infection and given medication, but there was no follow-up to confirm whether the issue had resolved. I was told I would hear back within eight weeks, but that timeframe has now elapsed with no communication. My partner had a telephone appointment scheduled three weeks in advance, but the call never came through. The level of service has been deeply disappointing. I previously worked in a medical practice myself, and we made every effort to ensure patients weren't left without updates in this way. It's unacceptable. The reception staff and clinical team are genuinely pleasant and professional, but there are clearly significant issues with the follow-up and communication systems that need urgent attention. Patients deserve better than this.

Impossible to book appointments here

This practice is extremely disappointing. Obtaining an appointment is very difficult, and when one is finally secured, the waiting time is exceptionally long.

Sent back to urgent care instead of helping

Called this morning following a visit to an urgent care centre over the weekend. The urgent care centre advised that I needed to see my GP as soon as possible. However, when I contacted my GP surgery, I was informed that appointments were not available and I should return to urgent care instead. I had already attended urgent care. I found this frustrating and unhelpful. I would not recommend this practice or other surgeries in the same group. I would suggest looking elsewhere for your healthcare needs.

Friendly receptionist made urgent booking easy

The receptionist at the Burnbrae surgery is an absolute asset to the practice. It makes such a difference having a friendly face as your first point of contact. They went above and beyond when I needed some urgent help arranging a last minute appointment. Thank you so much, you're amazing at what you do!

Staff were hostile and promised calls never arrived

I found the staff to be quite unwelcoming and unhelpful. There were several instances where I was told I would receive a call that never materialised, and when I followed up, I was met with denial that any such arrangement had been made. The interactions felt unnecessarily confrontational. I received multiple text messages indicating that a call would be coming through, but these calls failed to arrive despite the promised timeframes. Attempting to contact the practice by phone proved extremely difficult, with lengthy wait times. It was frustrating to find that appointments with clinical staff were unavailable, yet the waiting area appeared to have few patients. The practice appears to have undergone changes that have negatively impacted its service quality. It seems that several experienced staff members have chosen to work elsewhere.

Waiting by phone for appointments isn't good enough

I am unable to schedule appointments at preferred times or dates, and instead must remain available by phone in hopes that a clinician might have availability to see me. The team members are pleasant and express regret about the situation, but this does not address the underlying issue. The practice's appointment system and procedures for accessing care mean I effectively lack continuity with a regular clinician, as I may as well delay seeking help until my condition worsens and I need emergency services. The practice's approach to patient access is frustrating, and I question how staff members are managed given these operational challenges.

Easy to book and felt properly listened to

Getting an appointment was straightforward and hassle-free. The team members are wonderful and I genuinely felt heard during my visit. I would highly recommend this practice.

Receptionist gave medical advice instead of doctor

Did not see a clinician during my visit, instead being referred to physiotherapy and given over-the-counter pain relief advice by reception staff. Found the service to be disappointing and felt my concerns were not adequately addressed. I am considering changing practices and plan to lodge a formal complaint regarding my experience.

Referrals given without speaking to anyone

The practice was previously excellent, but my recent experiences have been concerning. I have reached out to the surgery on two separate occasions regarding different health matters. In both instances, I did not speak with a clinician at any point. The first time, I received a text message containing concerning information and a referral, but there was no investigation into potential underlying causes. On the second occasion, when I contacted the surgery about discomfort, I was promptly referred to another service without any clinical consultation or assessment. I am quite disappointed with this change in service.

Long waits for routine appointment slots

I have experienced lengthy waiting times for routine appointments at this practice. After receiving advice regarding medication, I was informed that it would take between 4 to 6 weeks before I could be seen to receive the prescription.

Quick appointment booking process

Prompt and well-organised service

Quick response to a same-day cancellation

Excellent service. Submitted an online appointment request in the early afternoon and received a phone call within half an hour to offer an available slot later that same day due to a cancellation. The responsiveness was impressive. The team members were consistently friendly and welcoming throughout.

Registration process was quick and straightforward

I recently relocated to the area and needed to register with a new practice. The registration process was completed immediately upon arrival, which was remarkably efficient.

Quick email response got me same-day appointment

I submitted an online request for a telephone consultation and received a response within an hour, with an appointment arranged for the same day just two hours later. My previous experiences with accessing this practice had been frustrating, so I was pleasantly surprised by how efficiently everything was handled on this occasion. The service I received today was excellent, and I was genuinely impressed by the improvement in how quickly I could be seen. It's clear that the practice has made positive changes, and this visit demonstrated a real difference in their responsiveness and accessibility.