Burvill House Surgery - Hatfield

Maisie M.

I’ve been very confused by the reviews of this surgery as every appointment I’ve had, I’ve had no complaints.

I have a lot of chronic issues, linked to hypermobility and I’m consistently back and forth to the surgery with these niggly issues I suffer with, so I have already had multiple appointments even though I only moved here 3 months ago.

Every doctor I have spoken to has been understanding and thorough. When I have attended in person I’ve noticed they always run late, and I believe this is a good thing as it shows they’re dedicating time to each patient, and I have then received the same thorough treatment when it is my turn. My old GP surgery would be trying to rush me in and out.

With the conditions I have, I understand they can be complex and I’m not always looking for an immediate solution, but having doctors who are willing to reassure me about things, listen and be understanding, and look into the options is what matters, and I’m very grateful to be at a surgery that ticks those boxes.

Catherine K.

If only google reviews would allow zero stars.
To make an official complaint about staff at this surgery, you have to write to the surgery directly.
The receptionists and reception manager are amoung the rudest and abrupt I've ever come across.
I find it very strange how they are medically trained to tell you that its not a medical emergency for a child just because they are in school at the time of your call.
This surgery and staff need re training and need investigation.

When reading the reviews i now understand why the reviews are 1 star or 2. every review mentions the reception staff.

If i end up at the hospital with my daughter due to that reception call this morning, I will be taking it further.

Calls are recorded.....

Mupasha K. (.

Woefully poorly run surgery, absolute joke of a service. How’ve I been told over the phone that “they don’t deal with nhs app problems” when I’m asking for a subject access request to see MY OWN CLINICAL DATA! NHS website even says to get in contact with your surgery for this kind of request. Piss poor service, if I could give 0 I would

Jules H.

I have been a patient at Burville house for nearly 37 years and I need to start this review by stating that my experience with every GP , bar one many years ago , has been excellent & like wise with nearly every single receptionist give or take one or two - What is utterly ridiculous and totally unacceptable is the baffling, & frustrating appointment booking system !!!
This ‘call on a Monday for Wednesday - call on a Thursday for Monday - call in March for August and December for May ECT !!! is a complete farce ! and no other surgery does this !
However , this is not a new thing, this has been going on for years! the only difference now is it’s even harder to get an appointment - it’s totally unacceptable to have to call from 8.30 am only to be placed in a queue, then be No 43 in that queue, wait in excess of 35 mins only to be told ‘ ‘all appointments have now gone so can you call again tomorrow’ - We are usually at work, so it's sometimes impossible, not to mention inappropriate to stay on the phone for that amount of time or we have no signal - That’s why we become frustrated and angry ! - The ‘system ‘ is just wrong and unacceptable, surely this is clear from all the negative reviews Burville House has received So , my question is, WHY OH WHY have the practice managers, both present & past, not looked into a different way to book appointments ? just as all the other surgeries do
I do think there has been a change in approach from the receptionists in recent months , which is very refreshing . I have recently been really well supported by very polite, processional, yet friendly staff when I have called. with queries about new medication - This has made such a difference to me & has relieved a very stressful time for me so I do appreciate it. But I am still very confused as to why the whole booking system which clearly is the bane of both patients & staffs life, is still in place !!!! Please consider looking into changing it and maybe just maybe your positive reviews will increase , they deserve to because , when we actually get to see our GP’s the care & support we receive is very good and the GP’s and Practice Nurses are clearly dedicated in being good service providers .

rxstar66

This is my experience and I m trying to be as accurate as possible and let's not forget that there are also good people and there are people who help others many times.
I m coming from Lewisham and moved over to Burvill house. Never needed their assistance with anything apart from a Dsa witch stands for Disability Students allowance. I m european and I m paying taxes in UK since 2015 and I try not to use the NHS service unless is necessary. I went there to complete my application instructed by my university and I found out that as its a new place a doctor needs to see me. I booked an appointment even though on my history records states my disability as its a record kept from Lewisham in database. I missed my first appointment with 15 minutes and I ve been told I have to book another one. I booked the 2nd appointment weeks later where I managed to get to see the doctor after 30 minutes of waiting in the patients area. Before I booked my 2nd appointment I had a bizarre conversation with the personnel that in my opinion lacks in costumer service as their faces look worn out of any enjoyment or empathy. Fast forward after I discussed with my doctor about the issue he decided he will help me complete my application. I was surprised there s someone with empathy there that's willing to help me. But 2 days later I got my application back home untouched by anyone. I guess some British people will remain Imperialisto Racisto slavrish far right view and I can't do anything about it. No matter if you pay your tax some people will remain rotten and filthy inside until they die. I will try to work hard and pay my taxes regardless but it's sometimes frustrating. I will move away as far as I can from the surgery with the first occasion. For everyone else in the surgery with a better heart I thank you for your service.

Ally S.

I joined this practice despite the low rating to give them the benefit of the benefit of the doubt but my partner and I have had nothing but problems. We are unable to get appointments, or medication, had a really terrible consultation with one of the GPs being rude so put in a complaint (which we really never do but it was so bad that we felt we needed to) and never heard back. Every GP surgery should have a formal complaints procedure and they are not meeting standards to simply never reply to and ignore complaint. Some serious changes need to be made to this surgery for their appointments system and complaints procedure. The only reason I have put 2 stars is because the receptionists are lovely. We will be changing practice.

Stella P.

Online booking is easy and convenient. Receptionist will contact you few minutes after the booking Online and give you appointment day.

Chels G.

Constantly messing up my prescriptions for my meds despite the fact they’re very important. Not once have they been consistent with sending my prescription to my pharmacy and then they blame my pharmacy for it when the pharmacy have shown proof it’s them which is very unprofessional.