Burnbrae Surgery (Haxby Group) - Hull

Alan

I was registered with Burnbrae 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 Dr. Salah Al-Saad. Unfortunately, I found communication difficult due to a strong language barrier, and I felt that my concerns were often dismissed. As a transgender male, it was particularly upsetting that I was repeatedly misgendered, 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 no longer be seen by Dr. Al-Saad.

I was then under the care of Dr. Anna Hepworth, who was very understanding, especially regarding my needs as an autistic patient. I had a very positive relationship with her, but sadly she left the practice. Afterwards, I was treated by both Dr. Tonya De Bique and Dr. Laura Balouch. Both were excellent and attentive, with Dr. De Bique 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 named Summer, 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 not being able to get appointments after hours of waiting. I also sought anger management therapy 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 side 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 Burnbrae Surgery, but I also felt unsupported when trying to advocate for myself during a difficult time.

Pete K.

Called up this morning after going to urgent care over the weekend. Was told by Urgent Care that I need a GP appointment as soon as possible. When calling my GP, I was told that I can't have an appointment and need to go to urgent care. I already have! They're absolutely useless.

Do not recommend Burnbrae or any other Haxby Group surgery. Avoid like the plague.

Chelsea G.

Lee, the receptionist at your Burnbrae surgery is an absolute asset to the Haxby Group. It makes such a difference having a friendly face as your first point of contact, he went above and beyond for me when I needed some urgent help for a last minute appointment. Thank you so much Lee you’re amazing at what you do!

gareth B.

Arguably some of the rudest staff I've ever dealt with. You get promised calls from a Doctor, that never come, then they deny it was ever going to happen, you are treated with such hostility. You get bombarded with texts saying a call will come, it doesn't. Attached is one of the numerous texts you receive saying a call from a Dr will come...look at the time stamp...still waiting! Don't bother ringing them...you'll never get through. Unless you want to be number 37 in line. You can't get an appointment to see a Doctor but the waiting room is empty? Haxby Group have destroyed this surgery. No wonder the good staff have moved away!

Mark S.

Absolutely sham practice can't get an appointment if you do get one it's a 4 week wait

Laura M.

There were no issues when I first registered back in 2020. Since then I've done an online request for 2 problems and never heard back. Did a urine sample another time and was told I would be contacted within 5 weeks for an appointment. It's been 8 weeks and still nothing. Had an infection of the tummy and was given meds to clear it up. But how do I know if it's gone? Was told I would hear back in 8 weeks. Guess what? That's been and gone! Partner had a telephone called booked 3 weeks in advance. No one called. Its absolutely appalling service. I worked in a doctors surgery myself and never did we leave patients hanging like this. It's disgraceful. The receptionist, Dr's, healthcare assistants ect are all lovely but something needs to be done about this. You can't do this your patients.

Shane P.

No ability to give appointments for specific times or dates, as a patient I am expected to wait by the phone, in the off chance a doctor decides they are able to see me.

Staff are very nice and apologetic, but that dosen’t really mean anything.

Haxby groups policy and method of getting to see a doctor, basically mean I don’t have a doctor anymore as I may aswell just wait until the issues become more serious and goto A&E.

Haxby group you are a joke, if this is how you treat patients, I hate to think how badly you treat your staff.

Anonymous

I put in email request for a call back from a Dr online, and literally within an hour I’d got a call back, and within 2 hours I had an appointment for the same day. I’ve always had bad experiences with this practice in the past getting through or in for an appointment, however was very impressed with the service I received today. I can’t praise the practice enough for helping me today. Just shows things have changed somewhere along the line, and have changed for the better.