Burnbrae Surgery (Haxby Group)

Used to be a good surgery before Haxby took over. Now you can never get an appointment for weeks they did not let me know the results of scans I had until I contacted them. Never seen the same doctor twice, they always try to give you a telephone appointment rather than face to face, overall a group not customer focussed.

Have been de-registered from the surgery twice without any communication at all. Only keep finding out when I attempt to book an appointment and they tell me that hey can no longer find me.

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.

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.

Great team, always busy but still always manage to be polite and cheerful, they often go above and beyond to try and help you.