The Burney Street Practice Reviews Summary

Appointment Scheduling

Pros:

• "Doctors and receptionists are always extremely nice and go the extra mile to help if I am attending an appointment on my own."
• "Today both girls had to have a jab and the receptionist offered to help."
• "The receptionist offered to help. She came in the room with me, held and cuddle one of the girls."

Cons:

• "It is impossible to get anything other than an 8 min phone call at this practice."
• "Getting an appointment in this practice is harder than cancelling Sky."
• "You can never get a GP appointment."
• "This one is terrible; appointments get cancelled, booked phone calls cancelled or even worse, you'll never receive these!"
• "It’s almost impossible to have an appointment."
• "I have bounced between calling and online forms that don't work for hours."

Reception / Administrative Staff

Pros:

• "Receptionists were lovely."
• "The receptionists are slightly hostile, except the guy, I think his name is Will, who is really polite and professional."
• "Julie and Hayley would bend over backwards to help always friendly bubbly just nice people."
• "Receptionist staff are helpful and do their best to give an appointment and even though it's usually really busy I've managed to get an appointment every time when I've needed one."

Cons:

• "The actual GPs are lovely but the service provided and receptionist are a nightmare."
• "There’s at least one incredibly rude and aggressive receptionist that refuses to help."
• "I waited on the line for over an hour as the 9th person and TASH picked up and dismissed everything I said and abused me verbally."
• "Administrator/reception staff are rude, patronising and not helpful at all."
• "The receptionists are patronising, rude and condescending."
• "Absolutely awful receptionist advised me to use the e-consult form."
• "Good doctors but sadly management and reception is shocking."
• "The most impossible and useless doctor's surgery in Greenwich."
• "Pointless booking system!"
• "Woeful unsympathetic practice - in particular admin staff who are also often mis-informed about practice services."
• "Julie and her colleagues are all the same, patronising, rude, condescending and makes up lies so her colleagues hear why she hangs up."
• "Horrendous service, e consult doesn’t work, sends you to phone them, then you phone them and they send you to e consult."
• "Very unhelpful receptionist, doctors don't know what they are doing and have done incorrect diagnosis twice!"
• "Terrible place waited on line for 20 mins only for them to pick up and put down."

Practice Management

Pros:

• "My partner and I visited the Burney Street Surgery today and we experienced great customer care/service."

Cons:

• "The booking system is an utter mess."
• "The practice recommends using their econsult form on their website... I waited 2 extra days, no contact."
• "Unfortunately, I felt the need to write a negative review so that hopefully the service and management of this practice can be fully reviewed."
• "They're able to deregister you promptly but when it comes to medical issues and serious complaints, they will ignore you."
• "This place is clearly overwhelmed by the demand."
• "No ability to speak to anyone to get help. Only long online assessment forms that lead to being told to call 111."

Medical Advice & Care

Pros:

• "Was seen by a wonderful nurse (Caroline) who explained everything clearly and thoughtfully."

Cons:

• "The emergency doctor who called seemed to be in a rush and didn’t explain my results clearly."
• "After being with this surgery for 12 or so years... it’s taken one rude, aggressive receptionist for me to now lose all my trust."
• "The only advice given by the incompetent doctor we met was 'go to A&E if you are still in pain'."
• "When you finally get an appointment after weeks of trying, they dismiss your health concerns and fail to follow up."

Overall Impressions

Pros:

• "There are some fantastic doctors at this surgery that have been so helpful and understanding with my health issues."

Cons:

• "A doctor's surgery is meant to be a safe place. I do not feel safe here."
• "Overall, I've never experienced such a poorly run GP surgery."
• "Astonishingly bad service - avoid at all costs."
• "Sadly, it's the same story every time - unhelpful, dismissive, and generally an attitude that you're an inconvenience."

Recommendations for Improvement

To address the issues highlighted in the patient feedback, the following recommendations are proposed:

• Improve the appointment scheduling system to reduce waiting times and make it easier for patients to book appointments.
• Provide additional training to reception and administrative staff to improve patient interaction and communication.
• Review and streamline practice management processes to enhance efficiency and response times to patient inquiries and complaints.
• Ensure medical staff provide clear and compassionate advice and care, and follow up on patient concerns promptly.
• Maintain the high standards of medical care provided by the excellent doctors and nurses who have received positive feedback.
• Consider implementing a patient liaison service to address concerns and improve the overall patient experience at the surgery.