Burnt Ash Surgery

Long wait times and unhelpful reception staff

Likely one of the poorest medical practices I've encountered during my time in this area. I would advise against registering here if alternatives are available. Private healthcare may be worth considering if financially feasible.

Couldn't get through on the phone

I would rate this practice much lower if possible and would definitely switch to a different surgery if a more convenient location were available.

Reception team made a real difference

Having recently returned to this practice, I must express my appreciation for the exceptional support provided by the front desk staff. I am genuinely delighted and thankful for their assistance. Every interaction I have had, whether by phone or in person, has been marked by helpfulness and a genuine willingness to assist. I am particularly grateful for the dedication shown by the reception team.

Helpful and easy to reach on the phone

Burnt Ash Surgery provides excellent service. The staff demonstrate outstanding customer care. I have consistently found them to be attentive and responsive, whether communicating by telephone or during face-to-face appointments.

Receptionists were always keen to help

During the five years I was registered with this practice, they provided excellent care for myself and my family. The clinical team consistently conducted thorough assessments and demonstrated a genuine commitment to ensuring our wellbeing and health outcomes. The staff members were wonderful and the reception team were always eager to assist with a friendly approach. This practice consistently deserved the highest rating, and I'm grateful for the quality of care provided. I was sorry to have to leave the area.

Receptionist talked over me throughout call

I had a telephone appointment scheduled for the morning. The clinician called slightly earlier than expected, which was not a concern. However, I found the interaction with the reception staff to be problematic. They were dismissive in their manner and seemed to attribute statements to me that I had not made. Throughout the conversation, they frequently interrupted and prevented me from expressing myself fully. I felt this approach was disrespectful and not conducive to good patient care.

Persistent delays and communication failures with prescriptions

I have delayed writing this review, but I have reached a point of considerable frustration with this medical practice. My son has autism and finds it difficult to remain seated for extended periods. In the vast majority of appointments, waiting times exceed 20 minutes. During my son's most recent visit, I waited over 35 minutes, and understandably became upset given how frequently this occurs. The prolonged wait causes my son significant stress, which in turn affects me. When I raised concerns about this pattern, I was told that complaints can be raised from multiple perspectives. My son requires regular appointments with a dietitian and blood tests. A test was requested by the dietitian in May, but the necessary form could not be obtained that month. The practice later cited a security issue as the reason, though I only learned of this a month after the initial request. Consequently, the blood test was not completed until September, by which time several results showed concerning levels, necessitating an urgent repeat test. My most recent issue involves obtaining a prescription from the dietitian through this practice, which took over two weeks and multiple phone calls. I also made a verbal complaint to a member of the management team about the same problem, yet the same situation occurred two weeks later. A receptionist indicated the prescription had been submitted the previous day, but when I followed up the next day, another receptionist had no record of this. I visited the pharmacy twice the following week and made a direct request yesterday, only to be told nothing had been submitted. The standard of care provided to vulnerable and disabled patients at this practice appears inadequate.

Long phone queue waits and unhelpful reception staff

An extremely disappointing experience… I requested a call back but did not receive one. Then I waited a considerable amount of time to progress only a few places in the queue. When I visited the surgery in person, I observed the reception staff taking a break. Upon approaching them, I felt their response was dismissive and unhelpful. If staff are dissatisfied with their roles, they should consider other employment options. The service felt obligatory rather than genuinely supportive. I am seriously considering changing to a different practice. P.s… This visit was needed for a young child who was unwell.

Reception staff dismissive and unhelpful with forms

I attended the practice during evening hours and found the reception area quiet with no one immediately visible to assist. After locating someone behind the desk, I approached to ask about my query. The individual was looking at their phone and did not greet me or offer assistance. When I asked if the practice was still open, I received what felt like an irritated response. I proceeded to explain my question, but was met with repeated requests for clarification delivered in a manner that seemed frustrated rather than genuinely unable to hear me. There was visible sighing and apparent annoyance throughout our interaction. My first matter concerned a form I had been asked to bring. When I presented it, the response was dismissive, and when I attempted to explain what needed completing, I noticed eye-rolling and signs of frustration. I then inquired about an application process. The response was curt and delivered with an expression suggesting the answer should have been obvious to me. When I asked if I could complete the necessary form, I was told it could not be located and that I should return the following day. I explained my concern about the urgency of the matter, but was met with further resistance and comments about why this could not be resolved immediately. After some persistence, the form was retrieved without difficulty and handed to me. As I was completing and signing the paperwork at approximately 6:27, I was asked pointedly whether I was finished, with a reminder that the practice closed at 6:30. I was actually holding the completed form ready to submit at that moment. When my partner attempted to ask for identification to provide feedback, the shutters were closed quickly. I felt compelled to accept this treatment in order to complete my necessary documentation, though I found the experience stressful. Other staff members were present during this interaction. I have generally been understanding in the past, but felt this experience warranted comment. The clinical staff have always been welcoming and professional. However, I believe the reception experience requires attention, as the rudeness encountered created anxiety and was not conducive to a comfortable visit. This is my first time raising such concerns despite previous visits.

Reception couldn't help with private referral form process

As others have mentioned, obtaining an appointment here presents considerable challenges, which prompted me to explore private healthcare options. However, I encountered significant disappointment when the private provider requested documentation from my GP practice to proceed with specialist referral. The reception staff were unable to provide clear guidance on the process or associated costs. After leaving my request for two days, I proceeded with the private service, and was informed the documentation would be signed and returned within two to four weeks. More than two months have now passed without receiving the signed form, which has prevented me from accessing the necessary testing I require. I find it frustrating that my healthcare access depends on obtaining this signature and that the timeframe for completion is so extended. Despite multiple phone calls and visits to the practice, the response remains consistent: contact will be made once the documentation is ready. The uncertainty around when this might occur is concerning, particularly given the importance of timely medical care.

Helpful team across all roles and experience

I have been a patient at this practice for over two decades and have consistently experienced a supportive and attentive team. The clinical staff have demonstrated responsiveness to my needs, and I appreciate the practice's approach of involving appropriately qualified professionals in my care. The nursing and support staff have provided excellent service throughout my time here. The management has shown a genuine commitment to patient care and maintains high professional standards. I look forward to continuing my relationship with this practice.

Receptionist staff unhelpful with appointment access

I am extremely disappointed with the service at this GP practice. I have sought assistance with a time-sensitive health matter since April, but the inadequate responses and lack of support have been disheartening. The practice appears to prioritise financial considerations over delivering appropriate care. A clinician suggested I pursue private medical options due to lengthy NHS waiting times, yet the staff have made no effort to facilitate this process. Instead, they seemed more focused on payment concerns regarding documentation. Since April, I have contacted the practice almost daily, even whilst away, and visited in person attempting to speak with the practice manager, but they were unavailable on each occasion. When I requested staff to relay messages to the practice manager, I was assured they would pass these on, but I received no response. The reception staff demonstrated both incompetence and discourtesy, which compounded the overall negative experience. Appointments with my preferred clinician are consistently unavailable, with months passing without suitable slots. Reception and locum staff indicated that only one specific clinician could assist me, yet this person is perpetually unavailable. I have been registered at this practice since childhood, but their duty of care towards patients is deeply concerning. I am now pursuing a formal complaint and have decided to register elsewhere. This situation has significantly affected my mental wellbeing, and I am not open to attempts at resolution following this review – the situation has moved beyond repair. This standard of service is unacceptable when health matters are involved. My advice to those seeking a new local GP or facing similar issues: look elsewhere. It genuinely is not worth your time or stress. There are better practices available that genuinely prioritise patient care.

Reception cut me off mid-call about appointment

The staff have consistently demonstrated kindness and understanding. They provided valuable support during a difficult period this year. However, I recently called to arrange an appointment for my young child. When I reached the front of the queue and explained who the appointment was needed for, I was disconnected without receiving a callback. I was then placed back at number 10 in the waiting queue. This felt inappropriate, particularly given the nature of the appointment.

Helpful practice with quick appointments for children

One of the finest GP practices around, consistently very supportive and accommodating. We're able to access same-day appointments for our children with excellent care provided. We really appreciate the dedication of the entire team!

Reception staff made booking straightforward and easy

I consistently have a positive experience at this practice. The reception team are courteous and accommodating, doing their best to help whenever needed. The clinical staff are wonderful and provide excellent care.

Receptionist turned us away without offering alternatives

I recently visited the surgery with my elderly brother who was clearly unwell, hoping to arrange an appointment for him to see a doctor. The receptionist informed us that no doctor appointments were available that day and suggested we attend the accident and emergency department instead.

Reception staff were dismissive and disrespectful

This practice has been disappointing due to the manner in which I was treated at reception. The staff interaction fell short of what I would expect in terms of courtesy and professionalism.

Reception staff explained things clearly and helpfully

This is one of the best medical practices I have attended in England. The clinical staff genuinely listen and engage in discussions about your concerns. There is a very calm and caring atmosphere throughout the facility. The administrative team at reception have consistently been helpful and willing to provide explanations. You get the sense that your wellbeing is genuinely valued by everyone working there. Very satisfied with the experience.

Appointment system makes getting care unnecessarily difficult

I have become increasingly frustrated with the recent changes to the appointment booking system. This practice previously maintained high standards, but the experience now feels more commercially driven with less emphasis on patient care. Securing an appointment has become considerably more challenging, with typical waiting periods extending several weeks. There is also concern about appointment cancellations occurring during this waiting time. Additionally, the initial assessment process to determine whether a consultation is needed feels burdensome. For those who are unwell, navigating this system appears to add stress rather than facilitate timely medical support.

Reception staff attitude needs improvement

The receptionist demonstrated limited customer service abilities. It would be beneficial for them to revisit fundamental communication skills, particularly regarding politeness and professionalism. There appeared to be a notably defensive demeanor that detracted from the interaction. A review of their approach to engaging with patients in a front-facing position would be worthwhile.