Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Many patients praise the reception experience, noting courteous and accommodating staff who handle appointment scheduling efficiently and responsively. Care delivery receives consistent positive comment, with patients highlighting compassionate healthcare professionals who provide thorough explanations and attentive consultations. However, significant concerns emerge around appointment access and waiting experiences. Extended delays in securing appointments, with some patients reporting waits of several weeks or longer, feature prominently in negative feedback. Additionally, patients describe doctors running behind schedule, creating substantial disruption for those who arrive punctually. Communication about delays and appointment availability appears inconsistent, with some reporting booking system errors and lost records.

Management responsiveness presents another area of concern, with patients noting difficulty reaching the practice by phone and slow responses to escalated issues. While individual staff members frequently receive praise for their dedication and professionalism, systemic challenges around appointment availability, timeliness, and communication consistency appear to undermine the overall service experience for a notable proportion of patients. The feedback suggests that positive interactions at reception and during consultations are sometimes offset by frustration with access to care and organisational responsiveness.

Appointment

48.92 %
Poor

Reception

61.23 %
Average

Cleanliness

65.00 %
Great

Care

62.15 %
Average

Respect

56.38 %
Average

Seen on time

45.67 %
Poor

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OH

Ogaraku H. Google one year ago

Rating

Excellent!

Fantastic service at colne road medical center

I had a fantastic visit to the Colne Road Surgery. Every staff member, from the front desk to the healthcare assistant, provided exceptional, thorough, and prompt service. I sincerely hope I receive such wonderful care in future appointments 🎊

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BC

Barry C. Google one year ago

Rating

Excellent!

Speedy delivery made my day

Punctual delivery

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JN

James N. Google one year ago

Rating

Excellent!

Great service from a caring professional

I reached out today and spoke with Fatama, who was incredibly accommodating. She swiftly scheduled an appointment for me, which I truly appreciate. Many thanks for her excellent service.

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MB

Melissa B. Google one year ago

Rating

Excellent!

Exceptional care from dylan at medical center

Exceptional customer service, especially from the receptionist Dylan. I called seeking guidance and was immediately scheduled for my infant's medical consultation. Dylan's dedication and helpfulness were truly outstanding, and I am incredibly grateful.

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SE

Stephen E. Google one year ago

Rating

Excellent!

Caring doctors despite minor hiccups

Despite encountering a few minor issues, this medical practice is truly excellent. The staff demonstrate exceptional compassion and are consistently supportive in their approach to patient care.

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AK

Asad K. Google one year ago

Rating

Bad!

Terrible healthcare experience with unhelpful doctor

Utterly incompetent medical professionals. What kind of physician prescribes antibiotics and evaluates respiratory issues without even conducting a proper chest examination? They clearly just want to rush patients out the door. I was promised a same-day follow-up, yet I ended up waiting 48 hours for their return call.

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NR

Nahim R. Google one year ago

Rating

Excellent!

Amazing healthcare service with caring staff

I've been a patient at this surgery for some time, and I frequently want to emphasize how consistently impressed I am with their exceptional service. Today, I found myself in need of urgent medication that I had run out of due to my own oversight, and with just one phone call, the incredibly reliable staff resolved the issue immediately. On this occasion, the wonderful Sana deserves special recognition for her outstanding assistance. Kudos to the entire team who are clearly committed to meeting each patient's needs, treating everyone as a unique individual rather than just another statistic. Their dedication continues to amaze me. Thank you to the entire team. You never fail to impress and always provide top-notch care. Keep up the fantastic work!

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KW

Kerry W. Google one year ago

Rating

Excellent!

Exceptional care and compassionate medical support

Absolutely fantastic experience throughout. Seamless scheduling - kudos to Sam at the front desk who was incredibly welcoming and professional. The doctor was punctual and saw me immediately, providing a comforting and reassuring consultation. Top-notch care from everyone involved. Highly recommend!

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AM

Austin M. Google one year ago

Rating

Excellent!

Exceptional customer service from helpful medical staff

I reached out to the surgical department through my wife Amanda, who communicated with Andrea regarding the medical test requirements for Beardwood Hospital. We would like to express our sincere appreciation for Andrea's exceptional professionalism and outstanding assistance during our phone conversation. Austin McBride

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DK

David K. Google one year ago

Rating

Bad!

Worst medical experience ever terrible healthcare nightmare

Utterly disgraceful medical procedure, revolting conduct from personnel and physicians who show zero concern and fail to respond even after an urgent 111 call. Completely intolerable - I will be filing a formal complaint against them.

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MC

Maria C. Google one year ago

Rating

Excellent!

Compassionate agent saves the day for family

Sana iqbal was exceptional. She truly grasped the critical nature of my brother's medical situation and demonstrated extraordinary commitment to ensuring he received the necessary care and attention.

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FZ

Farzana Z. Google one year ago

Rating

Excellent!

Friendly service makes all the difference

Exceptional personnel. Polite and professional with a genuinely supportive approach

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LS

Lina S. Google one year ago

Rating

Excellent!

Outstanding service from a caring professional

Dillon was exceptional and incredibly supportive, genuinely putting in maximum effort to assist me. He truly demonstrated outstanding dedication to patient care. I'm deeply grateful for his help.

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CS

Carol S. Google one year ago

Rating

Excellent!

Friendly staff made my shopping experience smooth

The staff provided excellent guidance and thoroughly explained all the essential information I required.

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AA

Aisha A. Google one year ago

Rating

Bad!

Terrible service with fake review and long wait

Scheduling an appointment was an incredibly frustrating experience, taking six weeks of persistent phone calls before I finally secured a slot. Even after all that waiting, I was met with a hurried consultation where I felt completely rushed. To add insult to injury, when I returned home, I received a follow-up message thanking me for a review I never actually submitted, which made it painfully obvious they had fabricated the feedback themselves.

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AH

Akter H. Google one year ago

Rating

Excellent!

Exceptional service that exceeded all my expectations

Absolutely exceptional personnel and customer support beyond compare. Gratitude to Mr. DYLAN PAYNE for his assistance in scheduling an appointment for my family members. I wholeheartedly endorse this service.

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JE

Julie E. Google one year ago

Rating

Excellent!

Awesome customer service from dylan

I contacted Dylan earlier today to reschedule my appointment, and I found him to be extremely courteous and accommodating.

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Practice Response Rate
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About the GP

  • Accepts all feedback, both positive and negative.

Contact Information

  • 01282 731490
  • Colne Road Surgery 34-36 Colne Road Burnley Lancashire BB10 1LS

Patient Experience Summary

Patient feedback reflects a mixed experience across the practice. Many patients praise the reception experience, noting courteous and accommodating staff who handle appointment scheduling efficiently and responsively. Care delivery receives consistent positive comment, with patients highlighting compassionate healthcare professionals who provide thorough explanations and attentive consultations. However, significant concerns emerge around appointment access and waiting experiences. Extended delays in securing appointments, with some patients reporting waits of several weeks or longer, feature prominently in negative feedback. Additionally, patients describe doctors running behind schedule, creating substantial disruption for those who arrive punctually. Communication about delays and appointment availability appears inconsistent, with some reporting booking system errors and lost records.

Management responsiveness presents another area of concern, with patients noting difficulty reaching the practice by phone and slow responses to escalated issues. While individual staff members frequently receive praise for their dedication and professionalism, systemic challenges around appointment availability, timeliness, and communication consistency appear to undermine the overall service experience for a notable proportion of patients. The feedback suggests that positive interactions at reception and during consultations are sometimes offset by frustration with access to care and organisational responsiveness.

Appointment

48.92 %
Poor

Reception

61.23 %
Average

Cleanliness

65.00 %
Great

Care

62.15 %
Average

Respect

56.38 %
Average

Seen on time

45.67 %
Poor
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