Burnt Ash Surgery

Long waits and no continuity of care

Appointment availability is limited with extended waiting periods. The reception team does not offer callback services, and continuity of care is difficult as the doctor seen varies considerably between visits. There are occasions when no medical practitioner appears to be available on site.

Knowledgeable and answered all my questions

The clinician demonstrated considerable knowledge, effectiveness, and professionalism. All of my questions were answered thoroughly, and appropriate recommendations were provided.

Reception staff were helpful and professional

I recently had occasion to contact the reception team on two separate occasions with some general enquiries on behalf of an elderly acquaintance. The staff member I spoke with demonstrated a helpful, professional and friendly manner throughout both interactions.

Couldn't get through on the phone line

Attempted to call during early morning hours on multiple occasions within a short timeframe to arrange an appointment. Initially received a message indicating the practice was closed for a bank holiday period. When trying again shortly after, the line connected but there were no available appointments. When explaining the earlier difficulty reaching the practice, no acknowledgement or apology was offered. The appointment was needed urgently on that day.

Reception dismissive when addressing administrative errors

I experienced significant concerns during my time at the Burnt Ash Surgery on Handen Road. The reception staff I interacted with came across as unhelpful and dismissive, which appeared to reflect a broader pattern within the practice. I was told that a referral for hip surgery would be arranged on an urgent basis. However, approximately a month later, the surgery became aware that I had relocated and subsequently removed me from their patient list, which resulted in my referral being invalidated. When I contacted the practice to follow up, they were unable or unwilling to provide information regarding the referral status, and it became apparent that the referral had either been cancelled or had never been submitted, as there was no record of it. The administrative and reception team responded without offering any support or assistance, instead indicating that this was not their responsibility and that I should contact my new GP practice. The process of transferring my medical records will take approximately 12 weeks, and I will need to request a new referral from my current practice. What troubled me most was not simply that I was removed from the surgery while my referral was pending, but the manner in which this was handled—with no acknowledgement of the impact on my situation. I was never informed that my referral had been cancelled. Had I not taken the initiative to follow up myself, I would have been waiting for correspondence that would never have arrived.

Reception staff were dismissive and unhelpful

I had a very negative experience with the reception staff and a clinician at the practice. I felt spoken over when I called to report that I had been given a medication that I should not have received, despite there being a note on file about this. The response I received was dismissive, with a comment suggesting that at least an attempt was made to help me. However, I believe the purpose of the healthcare system should be to provide support without making patients feel disrespected. I am still awaiting a call from the practice manager regarding this matter. I have found the overall professionalism of the practice to be lacking, and interactions have left me feeling undervalued. I am also still waiting for a referral to a specialist diabetes service, and I have had several negative encounters with nursing staff at the practice and at another hospital facility.

Helpful staff made booking straightforward

Wonderful experience overall! The team was genuinely friendly and supportive. Appointments were scheduled remarkably quickly. Really appreciate the care provided.

Felt genuinely listened to during appointment

My mum attended the surgery and was seen by a member of staff who was wonderful. They were very attentive and genuinely listened to what my mother had to say. The appointment was caring and reassuring, with clear explanations of the options available to help my mum feel better. We were very grateful for the support provided.

Consistent care despite busy reception phones

I wanted to share a positive review based on my consistently good experience at this surgery. Over the past several years, I've attended regular appointments every few months, and the clinical staff I've seen have always been excellent. The healthcare professionals providing my care have been consistently supportive and professional. The reception team can sometimes come across as brief when speaking on the phone. However, I recognise they're managing a demanding workload with constant phone calls and a steady flow of patients throughout the day. Given the pressures they face, I think they handle their responsibilities well.

Receptionist could've been more understanding

The receptionist's manner lacked warmth and understanding. It would be beneficial if staff demonstrated greater enthusiasm for their role.

Friendly reception staff made the visit pleasant

Had an amazing experience. The nursing staff member I encountered was particularly pleasant and kind. I'm very grateful for their care.

Receptionist went the extra mile for me

I found the receptionist to be very helpful, and the medical staff members assisted me well with what I needed.

Receptionists went the extra mile for me

I rate this surgery very highly. The reception team and clinical staff are excellent! They genuinely make an effort to provide assistance. Thank you for your dedication. Best wishes.

Difficult to get through on the phone

The telephone service could be improved.

Impossible to book an appointment by phone

It is frustrating to attempt to schedule an appointment, as the process involves spending considerable time on the phone only to be informed that no slots are currently available, requiring you to repeat the entire booking procedure the following day.

Helpful staff who answer your questions

Consistently accommodating and delivers the information that is sought.

Efficient appointment system and friendly reception staff

I recently attended for a routine vaccination appointment. The experience was excellent from start to finish. The appointment ran punctually, the organisational systems functioned smoothly, and the electronic information displays were well coordinated. The procedure itself was carried out with skill and caused no discomfort. The front desk team were welcoming and worked with great efficiency. Given the demanding circumstances the practice operates under, this level of service was truly commendable. I'm very grateful for the care provided.

Straightforward appointment booking and friendly reception

Straightforward and agreeable experience during my visit to the general practice surgery.

Impossible to book appointments when needed

Extremely disappointing experience with significant difficulties accessing appointments, even when urgent care is needed, with guidance to contact alternative services instead. The reception team can be unhelpful and frustrating to deal with. Remote consultations have proven to be inconsistent and unreliable. Overall, the service falls well short of acceptable standards.

Couldn't get through on the phone

It is extremely difficult to get through to this practice.