Burnett Edgar Medical Centre

Helpful doctors who actually listen

Excellent healthcare professionals

Reception staff were dismissive and unhelpful

This practice has been a disappointing experience. The reception staff came across as unhelpful and dismissive, and the clinical staff seemed equally unconcerned about patient care. The facilities appear outdated and in need of improvement. There were also frustrations with prescription processing times, which felt unnecessarily prolonged. I am no longer a patient at this practice.

Reception team wasn't helpful or polite

The reception staff were quite unwelcoming and unhelpful. Rather than providing assistance, they directed me to online resources and ended the call abruptly.

Loyal patient satisfied with consistent care

I have been a patient at this surgery since its opening. My time here has been positive overall, and I recognise that others may have had different experiences. I remain satisfied with my choice to stay.

Admin delays prevented timely referrals and diagnoses

There have been significant difficulties with the referral process, resulting in considerable delays across multiple clinical matters due to administrative issues within the practice. While the clinical staff demonstrate genuine effort, there appear to be gaps in the overall service delivery.

Easy to get appointments when you need them

I'm puzzled by the negative ratings this practice receives, as I find them unwarranted. Having used medical services across various parts of the UK, I consider this practice to be among the finest I've experienced. Appointments are readily available, and the clinical staff bring considerable expertise to their work. My son's condition was initially thought to be one thing, but the team here identified it differently through proper assessment. The practice also takes a proactive approach to my healthcare, reaching out unprompted to arrange routine checks and monitoring. While some patients may have high expectations, I'm entirely satisfied and see no reason to seek care elsewhere. Should you try another practice, you may well appreciate what makes this one stand out.

Reception kind but clinical care falls short

I feel let down by the level of care my mother has experienced at this practice. At her age and with her mobility limitations, the support she has received falls short of what I would expect. The reception team are helpful and work hard, but accessing routine reviews for her has proven very difficult. Blood samples have gone missing, requiring repeat visits to provide new ones. When she recently needed urgent attention for a medical issue, we had to contact an out-of-hours service to arrange a visit. Although the matter was subsequently passed to community nursing staff, there has been no doctor available to provide the necessary follow-up treatment, and she has been directed to attend hospital despite her inability to manage a lengthy wait. I have concerns about the standard of care being offered and would not recommend this surgery to others. It appears that housebound and older patients have become deprioritised since the pandemic, and their needs are not being adequately addressed.

Phone system let me down badly

This practice has been disappointing. I waited four weeks for a telephone consultation, and on the morning it was scheduled, I received a message indicating the clinician was unable to locate my contact details, despite the surgery having called me previously. When I visited to raise my concerns, I was asked to return the following day to speak with management. Upon my return, the manager was unavailable, so I left my contact information. As of 9 o'clock that evening, I had not received any follow-up. I feel the service has declined significantly and am considering registering elsewhere. I would not recommend this practice.

Sick note delayed multiple days without explanation

I requested a sick note at the beginning of the week. I was initially informed it would be completed by the following day, then told it would be ready the day after that. Several days have now passed and the document still remains unsigned.

Practice communication keeps changing unexpectedly

You are given one explanation and then following a telephone conversation the situation alters. This practice used to be excellent. It appears to be becoming increasingly disorganised.

Nurse took time to listen and advise

Considerate, attentive, empathetic and well-informed. I am very grateful for the helpful advice and support provided during my visit this morning.

Reception puts you on endless hold

This practice feels disorganised. Getting through to reception is difficult, and when you do, you're kept waiting for extended periods. Securing a phone appointment involves a lengthy wait, and even then the appointment itself was very brief, leaving insufficient time to properly discuss concerns with the clinician. The experience felt dismissive and unhelpful.

Online forms barrier frustrates many patients

The practice's procedures warrant urgent review. Requiring patients to complete forms online is inadequate, as many individuals are too unwell to manage this task and others lack computer access. The quoted timeframe of 48 hours before forms are even acknowledged feels excessive, and there is a perception that the practice may be using pandemic circumstances to justify these processes.

Poor service with no communication adjustments offered

The service provided fell short of expectations when addressing my needs. Appropriate accommodations were not made to support my communication requirements.

Reception staff were friendly and efficient

The clinical specialists and healthcare professionals I have been examined by at this practice are exceptional, demonstrating impressive knowledge and expertise. They conduct themselves with politeness and courtesy, and show a genuine level of care for patients that exceeds what I have encountered elsewhere throughout my life. The reception team upon arrival are also outstanding, being very efficient and displaying friendliness and professionalism. This is an excellent surgery.