Burlington Road Surgery

Its quite easy to get an 'on the day' appointment but if you want to see someone specific it becomes more difficult, up to 6 weeks wait. Advanced appointments are harder to get and it would be better to have more pre-bookable appointments available for ongoing issues. You do spend time on the phone trying to get through and I have been cut off in the past as well. I do find the question asked by reception staff about the reason for the appointment a little invasive at times. Reception staff are very good, you don't feel like just another patient when talking to them an they are helpful. I'm happy to see any of the doctors, you do get used to seeing one and they then move on. It would be good to have more flexibility around discussing just one issue otherwise you end up having an extra appointment.

They have always got time for you and getting appointments isn't too bad, a little queue on the phone in the morning and you tend to get seen on the day you need an appointment. I don't come often but it generally works for me when I do. Medications are available from the pharmacy and are accurate and delivered which helps. Reception staff are friendly and helpful and I tend to see the same doctor when I visit, which I like.

I don't have any issues getting to see a doctor and phoning the surgery is not an issue for me either. Communication with staff is good and they are helpful.

It is very difficult to get through on the phone and you can no longer pop in to the surgery to book an appointment. Appointments run really behind so when you have your appointment they rush you through and have a strict one issue per appointment rule.

It takes a long time to get through in the morning, initially you can't get through but when you do you're in a queue for sometime. I feel that the diabetic appointments are not frequent enough so I end up visiting more regularly.

You cannot see the same doctor who is treating you for the same problem

Repeat prescription item stated it could not be reordered as it needed to be reviewed by a clinician. When I did eventually get through on the appointments line (thinking I had to at least have a tel appointment) I was told by the call handler to request the medication on line as a custom request. When I suggested the system was not fit for purpose as the online message did not suggest this was the process, the call handler agreed and said their IT department had been made aware of this some time ago but nothing had been done. Think about all the telephone calls that could be saved if this were resolved!

Due to surgery incompetence had to get emergency prescription from out of hours service. After 4 phonecalls and a lot of empty promises they still have not corrected my repeat prescription

Considering I work for the NHS I was very shocked at the very rude doctor who stated I was late , which in fact I wasn’t late there computer system you log in was not working , which mean't I had to queue and then the reception was slow and didn’t to be fair know what she was doing which resulted me in being booked in late ! In the words of the rude doctor - you are late and your lucky I saw you today! Unprofessional especially when the surgery is always late and leaving patients waiting 40 plus minutes. The fact I wasn’t late too. Not just that the text your sent to star your service received never works! More training for receptionists and for staff to remember they are there to deliver a level of care and should act professional - there are many rude doctors and being a patient for 28 years I am honestly going to look for another doctors surgery! Once was a 5 star doctor now is a 1 star !!!

Receptionist assumes to know what you need books in with drs and wastes their time when I asked for a nurse specifically for contraception. Multiple times have had issues with receptionist refusing to book appointments ever or reading out my results incorrectly or stating my results are unavailable when they are available . No issues with the drs the drs are actually brilliant drs. The surgery is let down by extreamly rude receptionist