The Burney Street Practice

Nightmare Medical Service with Impossible Appointments

The most abysmal healthcare experience I've ever encountered. The administrative and reception personnel are condescending, discourteous, and completely unhelpful. Don't even think about getting any assistance or problem-solving support, regardless of why you're reaching out - they're utterly incapable of providing help!!! I can't comment on the quality of my physician since scheduling an appointment is practically impossible. If the rating system allowed it, I would absolutely assign zero stars to this miserable medical practice!

Referral Nightmare: Stuck in Painful Limbo

I've encountered multiple instances where a specialist referral was left unfinished, resulting in ongoing pain and prolonged suffering while awaiting necessary medical intervention. There's absolutely no avenue for direct communication or assistance, with the only recourse being impersonal online assessment forms that ultimately redirect me to call 111, providing no real resolution to my medical concerns.

Econsult system failed after 7 frustrating days

I would advise seeking assistance elsewhere. Their electronic consultation system is completely ineffective, and they show no initiative in reaching out to patients. The practice insists on using their online consultation form, promising a response within one business day. I was patient, allowing extra time for potential high volume, waiting two additional days. After four days without any communication, I utilized their system to flag a potential missed submission. When another day passed without contact, I raised another alert. Six days had elapsed with no response, so I attempted to call the practice, only to find they were closed. Upon finally connecting seven days after my initial submission, I was informed my contact number was absent from my patient profile. Despite entering my number in the original form, I was told those details aren't reviewed. Their claimed communication methods—email, text, or phone—were mysteriously unused. I'm perplexed how my number could be missing, given that I personally registered and had a receptionist verify and accept my apparently incomplete form. I initially doubted the negative reviews circulating about this practice—now I can confirm their accuracy. My recommendation is to seek medical services from an alternative provider.

Terrible Customer Service on Saturday Morning

Spent over half an hour on hold, yet no representative ever picked up my call.

Worst medical care I've ever received

Absolutely appalling! Complete disregard for patient well-being

Friendly Staff Helped Me Improve My Health

I've been utilizing this facility for several months, and I must say it excels across the board. The reception staff are delightful, and the medical professionals are equally impressive from my perspective. Absolutely top-notch!

Terrible E-Consult and Unanswered Phone Calls

I've completely lost faith in this medical practice. Their electronic consultation process is an absolute disaster... you're forced to complete an absurd form... which then instructs you to contact the surgery... they claim my call matters to them, yet no one answers. They supposedly manage care for 17,000 patients, but clearly not with any competence.

Rude Staff at Burney St Practice

I wanted to share my negative experience with the practice manager and highlight the unprofessional conduct at this medical center, though the doctors themselves were not the issue. I recommend reading the existing reviews, as they perfectly capture my own sentiments. If possible, I would rate this practice as zero stars. I fully endorse all the critical comments about the receptionist and practice manager Gemma Hepburn-Morris. The majority of negative feedback centers on their discourteous behavior. Not only are they disrespectful, but they also deliberately distort situations to shift blame for their own inappropriate actions. Their approach is patronizing and verbally aggressive. They consistently fail to perform their professional duties and instead of acknowledging mistakes, they resort to intimidation tactics. Gemma's condescending attitude is truly appalling. I am astounded that despite numerous complaints about her and the reception staff, no corrective action has been taken. I am personally planning to change practices, but I feel compelled to warn potential patients to carefully consider alternative healthcare providers in the area. Enduring such disrespectful staff interactions can seriously damage one's mental well-being. My advice is simple: steer clear of this practice.

Terrible admin staff at local GP practice

A deeply disappointing healthcare facility where administrative personnel consistently demonstrate a lack of compassion and frequently display incorrect knowledge about their own services. While I understand the broader context of healthcare funding pressures and the challenges facing general practitioners, this particular practice is so fundamentally flawed that it urgently requires external intervention and comprehensive oversight.

Frustrating Runaround at Reception Desk

Completely bewildered. The reception staff initially instructed me to anticipate a call from the general practitioner after a week of being shuffled between different departments, but they shut down their office at 5pm. How helpful.

Julie and Betti Made Our Day

My spouse and I stopped by Burney Street Surgery today and received exceptional patient care. Julie and Betti, the staff members who assisted us, were incredibly professional, supportive, and competent. Julie particularly demonstrated outstanding dedication in helping us obtain the precise assistance we required. The entire interaction was delightful from start to finish. Our sincere appreciation goes to the entire Burney Street Team!

Terrible Healthcare Website Never Works

I'd give zero stars if the rating system allowed it. The fundamental issue with this establishment is that when you attempt to contact a physician about a concern, they immediately redirect you to their website, which is perpetually non-functional and consistently unavailable, leaving you with absolutely no alternative options.

Doctor's Dismissive Attitude Shocked Me

An incompetent physician who, rather than providing a comprehensive explanation, dismisses concerns with a curt "it's a well-known fact." Apparently, the doctor feels the need to apologize because the patient lacks the sophistication to grasp this supposed universal knowledge. One might wonder about the very essence of medical practice if this is the level of communication and care being offered.

Terrible Service at This Unresponsive Clinic

Been waiting for a callback since August, promised a blood pressure check, with a follow-up call supposed to happen the next day, but nothing materialized. I scheduled another phone consultation, yet again no one reached out. Steer clear of this medical practice and their discourteous front desk staff. It's incomprehensible why they've abandoned in-person consultations when the pandemic restrictions ended long ago. This clinic is so poorly managed it deserves to be shut down completely!

Booking Nightmare at My Local Surgery

The appointment scheduling process is completely dysfunctional. Phone attempts were futile - staff insisted on using an online form exclusively (which seems absurd, as surely those without internet access need appointments too) - the web form is excessively complicated and required me to modify my description's urgency just to submit it, with my initial attempt being rejected and told to phone instead. Ultimately, I contacted 111, who logged a formal "concern" about the GP practice due to their inaccessibility, and then recommended I go to the emergency room since they also couldn't make any headway with the GP's office.

Terrible customer service from start to finish

Unresponsive customer service with significant communication delays. Fails to contact promptly as expected.

Clinic's Broken System Left My Child Waiting

I concur with previous reviewers: this service is completely UNACCEPTABLE! Its quality has drastically declined. As a long-standing patient, I can confidently state that the clinic's administration has become absurdly bureaucratic and dysfunctional. The medical staff might be competent, but it's practically impossible to actually schedule an appointment with them. One of my underage children has been waiting since March to see a healthcare professional - with zero success! Appointments are routinely cancelled, scheduled phone consultations get abruptly terminated, or simply never materialize. When attempting to follow up, patients are met with dismissive and condescending responses. They seem to have forgotten that patients are often vulnerable individuals seeking essential medical assistance. I'm paying taxes for a service that provides absolutely no support to me or my children! Their behavior is utterly disgraceful!

Terrible morning appointment at local clinic

Utterly disheartening and unacceptable treatment from what should be a professional healthcare system, the NHS has completely failed to meet even basic standards of patient care and service delivery.

Endless Frustration with E-Consult Runaround

Absolutely abysmal service, their e-consultation system is completely dysfunctional. They continuously redirect you between online platforms and phone lines in a frustrating loop. When they do attempt to contact you, it's at inconvenient times when you're unavailable, then they criticize you for missing appointments. The staff are discourteous and ineffective. The receptionists display a shocking lack of professionalism. I've submitted three e-consultations in the past week and have received zero response.

Worst Doctor's Office Ever

Absolutely disrespectful and arrogant staff. Scheduling an appointment is a nightmare, and the chances of actually getting seen are practically nonexistent. You're better off heading straight to an alternative clinic.