The Burney Street Practice

Frustrating GP Service Left Me Waiting

Regrettably, I am compelled to share a critical review in hopes that the service quality and administrative approach of this medical practice will be thoroughly examined. The practice has deteriorated to a point where it is fundamentally inadequate. Despite being previously informed that face-to-face GP consultations are unavailable, I submitted another eConsult form. The GP did return my call, but the conversation lasted merely 4 seconds, which I unfortunately missed. No subsequent attempt to contact me was made; instead, I received a message instructing me to contact reception. Upon calling, I discovered I was 18th in the queue. For professionals like myself with demanding work schedules that prevent immediate phone availability, this approach effectively renders the medical services inaccessible and frustratingly inefficient.

Rude Receptionist Ruins Medical Experience

The medical professionals here are excellent, but the receptionist is an absolute nightmare. As an NHS employee myself, I would never dream of treating patients with such disrespect. When she called about my test results, her tone was incredibly demeaning and unprofessional, leaving me completely stunned. She didn't even have the courtesy to introduce herself, and I noticed she wasn't wearing a name badge either. If she's so unhappy in her role that she can't show basic human decency or empathy, she should seriously consider stepping down from her position.

Terrible clinic with unprofessional medical staff

Unprofessional front desk staff and medical professionals who rely on internet searches for medical guidance.

Long Wait and Broken Service at NHS Practice

This medical facility is clearly struggling to handle its patient volume. I endured a 52-minute wait before anyone finally picked up my call. In an attempt to manage the overwhelming demand, patients are directed to complete an e-consult form (111 NHS online), but even that service is experiencing significant problems. The only service they seem capable of providing is renewing my prescription. Regrettably, I must conclude that this practice is fundamentally dysfunctional.

Long Wait and Zero Help

Absolutely dreadful experience. Spent an exhausting 20 minutes in the queue, only to be brushed aside. These medical practices have pushed COVID-19 precautions to an absurd extreme. After submitting an e-consult form, I waited over a fortnight for a doctor's call, which is completely unacceptable. It's mind-boggling how they receive NHS funding yet seem less functional than hospitals, with such poor patient communication and service.

Dismissive receptionist put my health at risk

The receptionist was completely unhelpful, directing me to complete an e-consult form which actually highlighted the severity of my medical situation and the urgent need to consult a doctor. Upon calling back, they dismissively claimed my condition wasn't serious and flatly refused to schedule an appointment, even after I explained my vulnerable health status as an immunosuppressed patient. I'm utterly bewildered about how to proceed and deeply regret choosing this medical practice as my healthcare provider. Steer clear of this practice at all costs!!

Waited 50 Minutes Just to Speak to Someone

I was forced to wait a staggering 50 minutes before my call was finally picked up. Fifty minutes! They've transitioned nearly all their services online, but whenever I attempt to contact them by phone, I'm consistently stuck on hold for at least 20 minutes, frequently stretching to 30 or 40 minutes - or even a mind-numbing 50 minutes! If they're struggling to manage their workload, they need to either expand their team, improve their customer contact system, or simply shut down operations. The service is absolutely abysmal.

Frustrating E-consult and Unhelpful Receptionists

It appears the clinic has transitioned exclusively to virtual consultations. They continue to reject in-person appointments, and the front desk staff demonstrate a consistently unpleasant attitude. I'm questioning whether this represents the standard approach now. It's truly disappointing, as they were previously known for their excellent service and professionalism.

Terrible service and unhelpful e-consult system

Regrettably, my experience mirrors the accounts shared by numerous other patients. The e-consult platform is needlessly complicated and poorly designed. The front desk staff member displays an appalling attitude, consistently disrespectful and patronizing. Even a single star rating feels overly generous.

Wait, 38 Minutes on Hold?!

I'm currently waiting on hold, actively composing this message while trying to reach a customer service representative. I've been on this call for PRECISELY 38 minutes - and I'm not embellishing this at all. When I initially joined the queue, I was positioned at number 7, and I've only just now arrived at the first position in line. The customer service efficiency here is so poor that even bureaucratic systems from the former Soviet era would likely provide swifter assistance. Absolutely ridiculous.

Frustrating care for my aging mom

This medical practice completely disregards my aging parent, forcing me to step in constantly. Attempting to communicate via telephone is met with hostile receptionists, and their online contact methods are equally ineffective, with responses being extremely infrequent. I'm utterly bewildered how such an unprofessional operation continues to function.

Rude Receptionist Missed My Serious Condition

Terrible front desk staff handled my appointment request poorly. When I tried to use their e-consult system and explained my specific symptoms, she dismissively told me to just write "back pain" despite me mentioning a concerning lump near my tailbone. I received a phone consultation the following day, but ended up going to the emergency room that same day and ultimately required urgent surgery. Afterward, I attempted to schedule the daily wound dressings recommended by my doctors, but the receptionist argued about the necessity and only booked me until Saturday. To make matters worse, I later received a call from my GP revealing that no appointments had actually been booked, and I was only finding out now. This entire experience has made me seriously consider finding a new medical practice due to their unprofessional and careless approach.

Prescription Ordering Needs Major Improvement

The digital appointment platform falls short in many aspects. Medication prescriptions frequently fail to reach the pharmacy despite being requested well ahead of time. Frontline administrative personnel appear disinterested or incapable of providing telephone assistance, consistently redirecting patients to the online interface. However, the medical professionals themselves are absolutely delightful and incredibly supportive.

Sophie's Terrible Customer Service at the Surgery

Absolutely appalling customer service from receptionist Sophie - it's mind-boggling how she continues to be employed in this role. Multiple times when I've encountered her answering the phone, she's been abrupt, unhelpful, and arrogant. During my recent visit to collect a sick note, she didn't even acknowledge my presence, merely glancing up from her paperwork and carelessly tossing the note aside without uttering a single word. She's undoubtedly the most unpleasant individual I've encountered in such a position, and her attitude significantly diminishes the practice's reputation. In stark contrast, colleagues like Julie and Hayley are incredibly helpful, friendly, and always go above and beyond to assist patients. I'm not alone in this assessment - four other individuals at the chemist were expressing identical sentiments about Sophie. It's incomprehensible how she's retained her job. However, due to the excellent service provided by the doctors and other receptionists, I won't be changing surgeries - though Sophie desperately needs comprehensive customer service training.

Quick GP Referral to Queen Elizabeth Hospital

I contacted the medical office seeking a referral to Queen Elizabeth Hospital's outpatient department. The front desk staff carefully noted my medical concern, and shortly afterward, a physician phoned me back and completed the referral process in under half an hour. I was truly impressed by their swift and professional response, and felt genuinely appreciative of their prompt service.

Nightmare Wait at This Medical Practice

Accessing medical care here is a nightmare. The front desk is pure pandemonium. Their digital platform remains equally disorganized, with zero functioning scheduling options. Just like previous encounters, I was essentially told to either rush to the emergency department or wait an indefinite period for a potential callback...

Slow Response Put My Kids at Risk

Picture-based diagnostics with a disclaimer of uncertainty, followed by a 48-hour delay in prescribing due to bureaucratic negligence. The service is shockingly inadequate and potentially life-threatening for pediatric patients. When attempting to follow up, their dismissive response is to patronizingly listen to your frustration and then abruptly end the conversation.

Unresponsive GP Practice Ignored My Medication Needs

This establishment falls far short of even the most basic standards of care. Since April, I've been desperately trying to obtain my essential pain medication, and they've repeatedly failed to forward my prescription to a pharmacy—three times, to be exact. Moreover, I've submitted formal complaints twice, only to be met with complete silence, despite the legal obligation for a general practitioner to address patient concerns. UPDATE: I've reached out to this GP practice five separate times—three attempts to secure my pain medication prescription and two formal complaint submissions. Throughout this entire ordeal, I've received absolutely no response whatsoever. Interestingly, when I requested to be deregistered today, they managed to process that request within an hour. This reveals their true colors: swift and efficient when it suits them, but shockingly negligent when it comes to critical medical needs and serious patient complaints.

Awful Receptionists Ruined My Healthcare Experience

Avoid falling ill. When you're in good health and don't require medical attention, they seem like an ideal practice. As previous reviewers have noted, the front desk staff are incredibly dismissive, disrespectful, and patronizing. Getting through on the telephone is a nightmare, and if you do manage to connect, they'll aggressively demand you hang up and wait for a callback. It might sound cliché, but I'd award zero stars if the rating system allowed it. This experience has truly made me grateful for my former general practitioner.

Long Wait, but Great Doctor Care

I find it quite unsatisfactory that patients are advised to spend potentially four hours waiting in the emergency department when they could receive medical attention at a local clinic. Nevertheless, once you actually consult with a physician, the quality of care is excellent. Therefore, I give the doctors a full five-star rating.