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Reviews (5)

Really really disappointed in the service

June 17, 2023
Really really upset and feel let down by this surgery. It is not meeting the need of any of us.

my elderly grandmother who cant read or write is expected to go online and request own medication.

no appointment available , phone always engaged, nobody checks emails nothing is monitored. For the past month I have been asking for my brothers eczmema creams and Inhave been asked to buy over counter.
nothing is chased up.
people should not be askdd to do things online. they are people who are elderly, no phones, or blind or cant read or write. Allow these people to ring up or ask another family member to email. no response to emails and no confirmations of receiving. this surgery has made us cry every time.
Kalsoom

Reply from Colne Road Surgery

Dear Patient

I am so sorry that our customer service standards have fallen below the level that you would have expected and would like to apologise for this and any undue stress this had caused you.

As a practice, we do actively promote the use of digital apps to assist you when ordering your medication, book and cancel appointments or to communicate directly with us. We do however totally understand that not all patients have access to technology to allow them to do this and some patients simply do not wish to use this form of communication/ordering process.

All our administration staff offer different options we have available to all our patients, such as:

* ordering over the phone for our elderly and vulnerable patients
* ordering at the practice in person
* ordering via email
* completing a prescription request form and popping this in our prescription request
box at the practice

I really would like to discuss this further and help resolve this for you. This would also provide an opportunity to explain why we discuss self-care treatments with patients and sign-post to the most appropriate service. Please could you contact the surgery and ask to speak to the Reception Manager, Mandy or alternatively you can email us with a convenient time for us to contact you, our email address: colneroad.surgery@nhs.net.

Thank you
Helen Slater
Practice manager


Provider responded

There's no where to park

August 20, 2015
There's no where to park. I don't like the smell of doctors surgeries.
Amanda Higgins

Receptionists to be better trained on service

August 20, 2015
I rang to get test results and the receptionist read off the screen that it had been sent to Gayner. When I asked to explain she could not elaborate and said I would be better off ringing hospital which was inaccurate. I rang the hospital and they said the doctor should be able to give the results. I looked on the doctors website and it said there is a new service where the nurse can give the test results. I think receptionists should be better trained on the services they offer.
Amanda Higgins

Communication of blood test results/procedure

April 2, 2015
I had an appointment to have blood tests to check for any fertility problems. I rang up for the results which came back fine. 6 months later the clinician said I should have come back in for a follow up appointment to investigate further but I was not aware of this. I think better communication is needed from the nurse or reception staff or the clinician to explain the procedure of what will happen when I get the results so that I know what to do/expect
Anonymous

Clarification of IVF treatment

April 2, 2015
Maybe the clinician should have been more clear about what my BMI needs to be for me to be considered for IVF treatment. The clinician did say that I may need to lose weight but did not say specifically that my BMI needed to be 30 or less. I found this out afterwards but I will still go to the appointment, it just might turn out to be a waste of time.
Anonymous

Colne Road Surgery

Contact

1282731490

36 Colne Road
Burnley
Lancashire
BB10 1LG

Location

CQC Widget


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