Burnbrae Surgery (Haxby Group)
AA
Alan A. one year ago • From Google
Bad
I was registered with the surgery from July 2020 until 2024, and I'd like to share my personal experience in hopes that it helps others make informed decisions. Initially, I was assigned to one clinician. Unfortunately, I found communication difficult due to a language barrier, and I felt that my concerns were often dismissed. As a transgender patient, it was particularly upsetting that my identity was not consistently respected in my care, despite my records being up to date. I also became concerned when changes to my medication were suggested without clear explanation or consent. Due to these ongoing issues, I requested to be seen by a different clinician. I was then under the care of another clinician, who was very understanding, especially regarding my needs as a neurodivergent patient. I had a very positive relationship with them, but sadly they left the practice. Afterwards, I was treated by two other clinicians. Both were excellent and attentive, with one in particular taking the time to understand my complex health history. In-person, I always found the receptionists and nursing staff friendly and professional, and I appreciated their support during visits. However, one incident over the phone significantly affected my standing with the surgery. During a frustrating call with a staff member, I raised my voice out of frustration after feeling repeatedly interrupted and not listened to. I regret raising my voice and later apologised, explaining that I was under stress due to long call queues and difficulty accessing appointments after extended waiting periods. I also sought support for managing my emotional responses after this incident. Despite my efforts to resolve the issue respectfully, I was ultimately removed from the practice and felt that my concerns were not acknowledged by the management team. I was never physically threatening or verbally abusive, and I made multiple attempts to explain my perspective and make amends. I'm sharing this not out of bitterness, but to highlight both the good and the challenging aspects of my experience. I believe there were moments of outstanding care at the surgery, but I also felt unsupported when trying to advocate for myself during a difficult time.
Sam S.