Burnham Health Centre

Burnham Health Centre 2021-04-28 Person 0 5 0

I am a new patient to the surgery having moved to the area recently. Have been trying to get an appointment for a repeat prescription for 2 and a half weeks. Because I am a new patient I have been told that I must see the doctor before they will issue the repeat prescription but I cannot get an appointment. I call up every day at 8am only to get an answerphone message to say that all the appointments are booked. It is worse than trying to get tickets for Glastonbury. I have now run out of my medication and don't know what to do. There is no email address and the surgery website sometimes doesn't even load. I never had this problem with my previous surgery even during the height of the pandemic.

Make it easier to get an appointment! Make it possible to book appointments in advance not just on the day for things that are routine Don't tell people they have to see the doctor and then make it impossible to see the doctor Have an email address Get a better designed website which had up to date information

Burnham Health Centre 2021-04-21 Person 1 5 0

the surgery only offers "on the day" appointments, so if a regular review etc, then it can take several days worth of effort to book and also mean that no plans can be made on one of the days you attempt to book. completely understand on the day should you need to see a doctor that day, but reviews surly these can be handled differently.

have more than on the day so that other people can plan their lives

Burnham Health Centre 2021-04-20 Person 2 5 0

This review is based on every experience I’ve had with burnham health centre and it’s always the same. The receptions have a disgusting attitude and they’re unbelievably rude, considering their job is to help and they’re aware that they’re dealing with patients that are probably struggling with something and the receptionist are the first point of contact for every patient whether that’s on the phone or upon arrival at the surgery. The way they deal with people is awful, it’s very upsetting. I rarely call for appointments unless I really need to and when that’s the case I’m usually feeling very low, I’m sure everyone’s the same when somethings wrong, you just don’t need rudeness from a receptionist! They need to be retrained on basic customer service and learn how to speak to people. I completely understand their job might be challenging sometimes but if they can’t handle it then they’re in the wrong industry. I was left on hold for 1hr and 7mins which I had to screenshot as I was shocked since I was number 23 waiting in a queue, definitely seems like the phones were being ignored. I was stuck on number 3 for 20mins, doesn’t make sense. Such a shame really, as for the surgery and the doctors and nurses, I haven’t got anything bad to say, they’re great. They’re patient, they listen and they care. Never a bad experience during my appointment. just a shame the front of house staff are letting them down and affecting the reputation. The doctors and nurses have it hard and they manage great, can’t fault them. If they can handle their job I expect more from reception! Cleanliness is great too, it’s a really nice surgery. Getting an appointment can be challenging but usually manage to get one at some point which is expected, think that’s the same everywhere. Wish I could give a better rating but having the same experience every time I call and visit with the receptionists it’s just a let done to be honest and completely ruins the experience before I even get to the surgery.

Retrain your reception staff on basic customer service or employ someone with better experience dealing with patients. and not close a 12:30pm on a Tuesday when advertising your open till 6pm. Employ more staff, assuming your short staff since I was on hold for 1hr and 7 mins starting at number 23 in the queue As I stated already above.

Burnham Health Centre 2021-04-11 Person 1 5 0

I tried to call to get an urgent test result and also try to get a repeat prescription The call cut off Only taking urgent matters Nowhere to go if matter wasn’t urgent The call just cut off I was told later it does this if more than 25 on waiting list. However voicemail doesn’t say this. They need an urgent and separate non urgent calls lines 2020 gave the admin team the perfect opportunity to review system and get it right

Listen to patients

Burnham Health Centre 2021-03-22 Person 4 5 0

I’ve only been registered with them in the last 2 years and I have no complaints. I’ve always been able to get an appointment and the receptionists have always been friendly.I like how when you call you it tells you what number you are in the queue and it goes fast. Having the GP phone call because of Covid they always listen to me and get me the help I need and they are lovely and all of them have been friendly. I’m really happy I’m there now and changed from the surgery I was at before.

There is nothing as I have no complaints whatsoever