Burnbrae Surgery (Haxby Group)

Registration process lost my documents twice

Disappointing experience with the registration process. I have been unable to complete registration for over two weeks. The staff at the reception desk seemed either unmotivated or insufficiently trained for their roles. My paperwork was collected two weeks ago with assurance that registration would be completed within a week. At my next visit, I was asked for additional information that had not been requested initially, and was told registration would be finalised within a few days. When I returned a week later to book a doctor's appointment, I discovered my documents could not be located. I was required to complete the registration form again from scratch.

Couldn't get through on the phone line

Disappointing and unhelpful

Can't get through on the phone

It is extremely difficult to reach the practice by telephone. On attempting to call, I experienced a lengthy wait time while positioned first in the queue.

Long phone wait but service has improved

My previous review reflected two stars, but there has been a noticeable improvement since then. The care I received during my most recent appointment was excellent, which is why I am pleased to update my rating to five stars. The only area for improvement would be the telephone waiting times, as my last call took considerably longer than ideal. The call itself had been initiated following a text message request from the surgery.

Felt genuinely listened to during difficult time

Thoroughly satisfied with the care provided by the entire team, particularly during this challenging period. I am genuinely appreciative of the support received. Much appreciated.

Phone lines keep cutting off when trying to book

I have been with this practice for 40 years and I must say the service has deteriorated significantly. I have been disconnected twice this week already. I am currently in bed experiencing widespread aching and chest discomfort. Today I waited 25 minutes on the phone before being cut off again. I find it frustrating that the practice is so keen to contact me about routine check-ups, yet when I need to reach them it is so difficult. I am very disappointed with the situation. Fortunately someone did eventually get in touch. However, I remain in the same condition with persistent aching throughout my body, fatigue when moving, and chest pain. I was prescribed medication for acid reflux, though I am uncertain how much this will help. My partner has suggested that an ambulance may be necessary if things do not improve.

Felt genuinely listened to and treated with dignity

I have been attending this practice for approximately six years and have consistently found their service to be exceptional. They exceed my expectations in every way, and for the first time I feel confident booking important appointments, knowing I will be treated with respect, dignity and compassion. I recently had a phone consultation which left me genuinely impressed. The clinician demonstrated impressive knowledge of current research into my long-standing condition, which I had only recently become aware of. Despite this being our first appointment together, they were able to provide me with a comprehensive and realistic treatment plan, along with additional resources to help me understand my condition better. I rarely write reviews, but I felt compelled to acknowledge the outstanding care I receive here. I now feel reassured that my health is being managed with genuine care and attention. I am very grateful for the support provided.

Telephone consultation went unanswered for hours

I once arranged a telephone appointment to go over my medication concerns, but I waited throughout the day without receiving a call back. I felt compelled to visit in person to raise this issue, and the response attributed the oversight to external circumstances. I found the reception team's manner to be dismissive and unhelpful. During a consultation with a clinician, I experienced communication difficulties and felt my concerns were not properly heard or addressed. The interaction left me feeling frustrated and unheard, as though my needs were not being taken seriously. My experiences at this practice have negatively affected my wellbeing and confidence in receiving appropriate care. I question whether the practice is meeting its patients' basic expectations for attentive and respectful service.

Compassionate care when family needed it most

This has been my family practice for many decades, spanning multiple generations of clinicians. After being away from the area for an extended period, my parents required medical attention for significant health concerns. We received outstanding and compassionate care throughout, including home visits from the clinical team, who went above and beyond during a challenging period for our family. The practice even arranged an urgent visit during the early hours of the morning when needed. Excellent service when it was most important. Thank you.

Reliable service through the transition period

Apart from a few initial issues when the practice changed management, I have experienced no problems whatsoever. Even during the pandemic, I have been able to see clinicians or access telephone consultations. Please continue with the good service.

Impossible to book an appointment here

It is challenging to provide a rating given that I am unable to secure an appointment.

Thorough and reassuring care at every visit

Any experience I have had with this surgery has been first class, the clinical staff are very thorough and reassuring.

Registration help made me feel valued

A member of the reception team was fantastic; they recommended the surgery when I had a problem with my previous practice and they helped me register with the surgery which I thought I might have had a problem with since I had a surname change but didn't have any ID in that new name yet. They also talked me through how to access the surgery online and through the app. Very helpful and made me feel valued and cared for. Thank you very much.

Long phone queue made appointment impossible

Spent over an hour waiting in the telephone queue to contact the practice and had only progressed to third in line. The wait time was quite lengthy.

Reception staff could improve their manner

The reception staff member's approach today fell short of expected customer service standards and would benefit from additional training in this area.

Long wait times and unhelpful triage decisions

The waiting time for an appointment stretched to three weeks, which felt frustrating. I was informed that I did not meet the criteria for the expedited service option, leaving me with no choice but to wait. The positive ratings displayed at the practice did not align with my experience.

Reception staff could be more helpful

The experience was disappointing overall, with only a handful of staff members demonstrating genuine care and concern.

Refused home visit despite being unable to walk

Steer clear of this practice!! I sustained an ankle injury that was examined and radiographed at a minor injuries unit five days prior (no fracture identified but weight-bearing is not possible). I was instructed to contact my own GP regarding pain management if the discomfort worsened or failed to improve with over-the-counter remedies. When I rang today, I was informed that an in-person GP appointment is mandatory. I explained my situation—I cannot put weight on my ankle, am unable to drive, and have severely limited mobility—and therefore requested a home visit. My request was declined on the grounds that I am not permanently housebound. I was also refused a prescription unless I somehow manage to attend the surgery for assessment, despite being told the GP can access my imaging and clinical notes from the recent visit. The alternative suggestion was to attend A&E later if needed. This approach seems counterproductive given the pressures on emergency departments, as it directs patients there simply to obtain pain relief from a GP who could have managed this remotely. The service feels inadequate. I understood home visits were intended for anyone with a legitimate physical reason preventing clinic attendance. It appears they are restricted to particular circumstances and may disadvantage those of us experiencing temporary but severe mobility issues. This experience has been disappointing.

Long phone queues make appointments difficult

I have been waiting on hold while trying to reach the practice for nearly 50 minutes, with my position in the queue remaining at first for approximately 25 minutes. The telephone service experience has been disappointing.

Hard to book appointments at new practice

The practice has recently changed ownership. Scheduling appointments can occasionally be challenging. Overall, the clinical staff provide good care.