Star Lane Medical Centre

Disaster . Skip at all cost

I went to star line GP and asked for a scan referral because I had very severe abdominal pain. The pain happens around 1–2 times a month, sometimes more often. I asked them in writing around 8 times to arrange a scan referral, and also me and my wife called many times and came to reception to ask the doctors ourselves, but they ignored us. They sent me for blood tests 4 times because he also had high blood pressure. They said that his blood, urine, and stool tests were normal, but we continued asking for a scan referral because my stomach pain was very severe. They ignored us and kept saying that the tests were normal and that they could not give a referral for a scan. Then after 4 months they offered a gastroscopy, but it is very difficult for him to do, and we asked them to give him a scan instead because he would not be able to go through that procedure due to his gag reflex. But again they ignored us. I went to Hungary a week ago, and when they did blood and urine tests there, they were shocked by the results and said that I urgently needs to be referred to the pathology department. I was shocked by the results as well because I had been repeatedly told in England that everything was fine. Only after I wrote a formal complaint following the shocking results from Hungary, they replied asking why we did not go to A&E if the pain was so severe. They also said that they are not specialists and are just a practice. But before the complaint, nobody told us to go to A&E. We trusted what they were telling us because they kept saying that the blood, urine, and stool tests were normal. And I am very angry because they treated this negligently, and I want to write a complaint. I have all the evidence showing how many times I wrote to them asking for a scan because of the severe pain, and that’s not even including how many times we spoke by phone, directly with doctors, and at reception — almost 30 times. I wish I could add photos as proof

Requests for scan referral repeatedly ignored and dismissed

I attended a GP practice and requested a referral for imaging due to experiencing very severe abdominal discomfort. The pain occurred approximately one to two times monthly, sometimes with greater frequency. I submitted written requests for an imaging referral on multiple occasions and my family also made numerous phone calls and visited reception in person to request this, but felt our requests were not acted upon. The practice arranged blood tests on several occasions due to elevated blood pressure readings. The results from blood, urine, and stool samples came back within normal ranges, yet I continued to request an imaging referral given the severity of my abdominal symptoms. I felt these requests were disregarded, with the practice repeatedly stating that the test results were normal and that they could not provide a referral for imaging. After a number of months, the practice offered an alternative procedure, but this presented significant difficulties due to physical considerations, and I requested imaging instead as a more suitable option. I felt this alternative suggestion was also not properly considered. I travelled abroad a week ago, and when medical tests were conducted there, the results were concerning and indicated an urgent need for specialist assessment. I was surprised by these findings, as I had been consistently assured in England that all results were satisfactory. Only after I submitted a formal complaint regarding the concerning results from abroad did the practice respond, questioning why I had not attended emergency services if my pain was so severe. They also noted they are a general practice rather than specialists. However, prior to my complaint, I had not been advised to seek emergency care. I had placed trust in their assessments based on their repeated assurances about my test results. I feel frustrated by how my concerns were managed and am considering making a formal complaint. I have documentation showing the multiple written requests I made for imaging referral due to severe pain, in addition to the numerous phone conversations and in-person visits to reception.

Concerns weren't taken seriously enough

I was very disappointed with my experience at this GP practice. A family member had been experiencing significant abdominal discomfort over an extended period, and we made multiple requests for more thorough investigation and imaging. However, we were repeatedly assured that results were satisfactory following routine laboratory tests. When the family member sought a second opinion abroad, the subsequent assessment raised serious concerns that warranted urgent specialist referral to a hepatology department. I felt that the symptoms presented and our requests for further evaluation were not adequately addressed during our time at the practice. I believe patients experiencing considerable pain should have their concerns taken seriously and receive comprehensive investigation. I was very unhappy with the care provided.

Reception staff helped when online booking failed

I visited the medical centre yesterday as I was unable to book an appointment online. The reception staff were all friendly and helpful, but I'd especially like to mention a member of staff. I'm not sure of her exact role, but she listened to me patiently and handled everything in a very professional manner. She kindly offered to contact me if there were any cancellations, and thanks to her, I was able to get an appointment. I'm truly very grateful for her help. I have been with this clinic for over 20 years, and the clinical team members have never let me down. I just want to say a heartfelt thank you to the whole team.

Reception was dismissive after a long wait

I recently contacted the reception team to inquire about my husband's appointment status, as he has been experiencing discomfort and I wanted to confirm whether the booking had been arranged. I have been requesting a referral for an appointment over the past couple of months, but it appears no progress has been made. During the call, the staff member's tone was quite abrupt and dismissive, which I found rather upsetting. This was particularly frustrating given that I had already spent considerable time waiting to speak with someone. The overall service fell short of what I would expect. It is not appropriate to interact with patients in this manner. Staff who are unhappy in their roles should consider whether this position is right for them. I am very let down by this experience.

Reception staff refused to acknowledge appointment cancellation

This surgery has been disappointing throughout my time as a patient over the past year and a half, with standards appearing to decline. The primary concern, based on my own experience, relates to the reception team, where I feel many staff members lack adequate training in customer service and struggle to communicate clearly and honestly. I have previously had appointments cancelled without proper notice, but a recent incident was particularly frustrating when my appointment was cancelled without any notification to me. When I politely raised this concern with reception staff and showed evidence of the lack of communication, they were unwilling to acknowledge the issue. Given that I was in the early stages of recovery from a procedure at that time, this was especially problematic. I have also witnessed what appeared to be unnecessarily abrupt and confrontational interactions between reception staff and other patients on several occasions. However, I should note that the clinical practitioners I have consulted have consistently provided excellent care, demonstrating attentiveness and professionalism throughout my appointments.

Efficient records kept across different appointments

Of the GP surgeries I have attended, this one has demonstrated the greatest level of efficiency. Although you may see different clinicians on different visits, the practice maintains thorough records and consistently provides the support needed. The team consistently demonstrates compassion, practicality, and professionalism. They appear to be a dedicated group genuinely committed to delivering care to as many patients as they can. *** The quality of care declined noticeably following the pandemic. There were significant errors in how my respiratory concerns were managed and addressed. During a telephone consultation, the practice attributed my cardiovascular and respiratory symptoms to weight-related factors without conducting a physical assessment, which did not align with my actual physical presentation at that time. I was given a medication typically used for acute relief but at dosages intended for long-term prevention, which caused considerable adverse effects. My formal complaints about these issues did not result in meaningful resolution. I subsequently transferred to a different practice where I received a timely diagnosis and was started on appropriate long-term management with notably better outcomes. However, the period without proper treatment meant that my recovery and rehabilitation took considerably longer than it should have.

Online request ignored and no callback received

I had an appointment yesterday morning that I felt went poorly, so I submitted an online request to see a different clinician but received no response. I also contacted NHS24 who arranged a telephone appointment for me, but the call never came through and I'm still waiting a day later. I have a physical health condition that significantly affects my daily life and I'm meant to have regular monitoring appointments, but instead I received a referral to mental health services after being encouraged to do so. I was advised to continue with my current medications by a clinician who appeared to be relying heavily on external resources rather than demonstrating established knowledge. I was diagnosed with anxiety and depression a decade ago and spent a brief period in hospital. Through my own research, I've come to believe that my physical health condition is the underlying cause of my mental health difficulties. Rather than being referred for the monitoring I need, I've been directed toward mental health support and medication instead. Still no callback. I've had to conduct my own research. Ten days into feeling unwell, I contacted NHS24 again and they arranged another appointment, but when I called the surgery I was told there was nothing recorded in their system. Before the weekend, I was denied an appointment because I already have one scheduled for later in the week. I'm expected to continue feeling unwell for several more days despite experiencing various symptoms. I would advise avoiding this surgery. I've never experienced anything like this before. There is one clinician there who provided good care, but getting an appointment with them is not straightforward. I'm transferring to a different surgery effective immediately.

Felt supported through my wellness journey

I began attending wellbeing coaching sessions around August 2025. The practitioner was excellent during my first appointment, offering practical advice that felt manageable and achievable. I left that initial session feeling more positive about myself and with a clear sense of direction. Throughout the subsequent sessions, I received consistent encouragement and positive feedback on my progress. I have now completed my final session and feel genuinely proud of what I have accomplished during this time. The coaching support played an important role in helping me start and maintain this journey. I am very grateful for the assistance provided. ❤️

Felt heard and supported during appointments

Sessions were very good and inspiring. The clinician demonstrated genuine care and thoughtfulness. They created an atmosphere where I felt able to express myself without any judgement.

Reception staff ended calls mid-conversation repeatedly

I have found the reception team at this practice to be disappointing on multiple occasions. The staff interactions have often felt discourteous and lacking in professionalism. There have been instances where conversations have felt rushed, with limited patience shown when attempting to discuss concerns, and I have experienced calls being terminated prematurely while I was still mid-conversation. Rather than offering reassurance and assistance, the reception experience has added to my stress through the manner in which I have been treated. This pattern has been consistent across every contact I have made with the practice, suggesting this reflects an ongoing issue rather than an isolated occurrence. The reception team would benefit from enhanced training in customer service and communication skills. A healthcare practice should be an environment where patients feel valued, listened to, and cared for. Unfortunately, my experience has not reflected these standards.

Friendly and helpful appointment experience

The healthcare professional was very friendly and helpful. Thank you for the excellent care and support provided.

Felt genuinely supported and believed in

I had an amazing experience and received wonderful support for my wellbeing. The healthcare professional I saw consistently encouraged me to have confidence in myself and to trust the treatment approach. When I first attended, I was feeling devastated and stressed in a way I had never encountered before. Without the positive attitude and compassionate care I received, I would not be in the confident and happy place I am now, actively pursuing the things I want and enjoy.

Difficult to book an appointment here

The appointment booking process was quite challenging and frustrating to navigate.

Reception staff made me feel welcome

The receptionist at the front desk was very welcoming and pleasant.

Online forms ignored for months

I would advise reconsidering registration at this practice, particularly if you have ongoing health concerns. The requirement to complete an online form for appointments or inquiries can result in requests going unaddressed. Requests for routine medication approvals have experienced significant delays, sometimes lasting several months without response. I have been waiting for physiotherapy for an extended period despite spinal issues requiring attention, yet have not received formal written confirmation of my referral. An appointment request submitted through their online form to address deteriorating pain has not been acknowledged. There are additional concerns beyond these examples.

Receptionist made me wait then ignored my concerns

I had a very disappointing experience during my recent appointment. After waiting considerably longer than my scheduled time, I needed to prompt the receptionist before being seen by a trainee clinician. They documented my symptoms, consulted with a senior clinician, and returned to me—however, I did not have the opportunity to speak with the senior clinician directly. When I asked about repeating a straightforward blood test, I was advised to pursue this through my insurance provider. I received no medication, no guidance, and my ongoing digestive issue that had persisted for several weeks was not addressed. I left without receiving any treatment or meaningful consultation, which felt like a wasted appointment. This experience fell well short of what I would expect.

Appointment booking didn't stop the long wait

I attended an appointment at this clinic for a routine screening procedure. Despite arriving ahead of my scheduled time, I experienced a significant delay and was not seen until well after my appointment slot. This is the second occasion on which I have encountered similar delays at this facility. I felt that my time was not valued, and I found the experience quite disappointing. I do not plan to return to this clinic.

Help extended beyond what I expected

I attended the surgery during a difficult period dealing with accommodation issues. The clinician offered to arrange some practical support for me. They arranged for me to receive guidance on housing matters, and the person who assisted me was exceptional. They demonstrated genuine concern and provided help that went well beyond what was typically expected of them. I have consistently found this practice to be responsive to my needs, though I hadn't anticipated their support would extend into non-medical areas. Thanks to the assistance provided, I now feel in a much more stable position. I'm uncertain how I would have managed without this help. I'm very grateful.

Wellbeing coach helped with programme referral

The wellbeing support staff member was excellent. They demonstrated good knowledge, provided encouragement, and were very helpful in arranging a referral for a structured programme lasting several weeks.