Star Lane Medical Centre

Felt truly listened to and genuinely supported

I rarely write reviews, but some people deserve public recognition far beyond a simple "thank you." The clinician at this medical centre is, without question, one of the most exceptional doctors I have ever encountered. From the very first consultation regarding my health concerns, this doctor has been nothing short of extraordinary. In a time where navigating the healthcare system can often feel overwhelming and impersonal, they stand out as a shining example of what the NHS should be—compassionate, responsive, human. They listened. Truly listened. Not just to symptoms or medical history, but to fears, hopes, and the emotional weight that often accompanies health challenges. No question was too small, no worry dismissed. They responded with empathy, clarity, and an unwavering commitment to finding answers. Every email, every phone call, every follow-up felt like a priority. In this doctor, I found not just a physician, but an advocate. Someone who made me feel seen, respected, and supported in one of the most vulnerable journeys of my life. They bring heart and soul into their work, and that kind of care can't be taught, it's innate. If the NHS were filled with more doctors like this clinician, the world would be a much more hopeful place. I feel incredibly fortunate to have them as my GP, and I know I'm not alone in that.

Turned away for being ten minutes late

I attended an appointment scheduled for mid-morning and was turned away due to arriving approximately ten minutes after the scheduled time. Despite my usual punctuality, I have previously experienced lengthy waits at this practice. On this occasion, I was not permitted to be seen, despite explaining that I have been experiencing significant health concerns. The practice offered to rebook me for a future date, which was not what I wanted. I feel concerned that being unable to access care today may have implications for my health going forward. I do not wish to continue receiving treatment at this practice.

Electronic check-in didn't match appointment type

I attended a face-to-face appointment scheduled for 9:40am and checked in using the electronic system. After waiting approximately 20 minutes, I approached the reception desk to clarify my appointment status, only to be informed that my booking was recorded as a telephone consultation. I explained that I believed it was a face-to-face appointment and that I had already signed in. The receptionist asked me to wait while she consulted with a manager. By 10:27am, the receptionist returned and communicated to me that she was unable to locate the manager and would not be able to assist me further. She then left her desk while I was still speaking. I found this interaction to be disappointing and felt the level of customer service fell short of what I would expect from the practice.

Helpful receptionist made all the difference

I am incredibly grateful for the exceptional service I received from the practice. The staff member went above and beyond to help me with my inquiry and truly deserves more than five stars. Their dedication and kindness were beyond my expectations. Thank you

Receptionists were dismissive and unhelpful

Absolutely disappointing! The front desk staff came across as unwelcoming. The clinical staff seemed dismissive and gave the impression of being condescending towards patients. 👎

Social prescriber provided genuine helpful support

My spouse and I would like to express our gratitude to the social prescriber for all the assistance provided. This team member has supported us on multiple occasions and demonstrates genuine care in their work, and is a valued member of the practice.

Staff took time to explain everything clearly

I am giving a heartfelt thank you to the clinical and reception team at my GP practice. Their care during my consultation, making and changing appointments, and handling any outstanding queries was greatly appreciated. What stood out most was how genuinely caring and compassionate they were throughout. They took the time to ensure I understood everything and truly made me feel safe and well-cared for. It made a difficult time much easier. The practice is fortunate to have such a dedicated team.

Felt ignored about persistent pain concerns

Disappointing experience overall. I have been dealing with discomfort in my left arm for an extended period, and more recently have experienced significant back issues that have affected my ability to work. Despite bringing these concerns to the practice on multiple occasions, I feel that my symptoms have not been adequately addressed. I would have appreciated further investigation or specialist input, but this was not offered. I feel my concerns were not taken seriously, and I am frustrated with the level of support I received during this time.

Staff seemed disengaged and unhelpful throughout visit

The staff appeared unhelpful, difficult to access, and lacked consideration for patients. They seemed to be merely going through the motions rather than providing genuine care.

Helpful guidance on lifestyle changes

The healthcare professional at this practice has been tremendously helpful and provided excellent guidance throughout my journey of personal improvement through lifestyle modifications. I am very grateful for their support and assistance.

Repeated cancellations left without proper notice

The service has been disappointing. My mother, who has limited English language skills, has experienced repeated last-minute appointment cancellations communicated by text message, which she is unable to understand, resulting in wasted journeys to the practice on several occasions.

Online triage led to swift specialist referral

My recent visit to this surgery was outstanding. I submitted an online assessment form and was promptly referred to the practice's musculoskeletal physiotherapy service. The clinician saw me for my appointment, carried out a thorough evaluation, and provided me with appropriate therapeutic exercises along with a referral to the local hospital for ongoing care. The reception team also provided an excellent service, showing me how to use the surgery's automated weight and blood pressure monitoring equipment. This is a particularly helpful facility to have available.

Felt dismissed and unheard during appointments

I have attended multiple appointments where I perceived the clinical staff to lack empathy and attentiveness. This has been quite distressing, particularly when seeking assistance during times of personal difficulty. Rather than feeling supported and validated, I have frequently departed feeling more anxious, overlooked, and disheartened. These encounters have left me reluctant to raise concerns or escalate matters going forward, which is an unfortunate outcome when accessing healthcare services.

Felt listened to and well cared for

The nursing staff member demonstrated excellent competence, professionalism, patience and a caring approach. Highly recommended!

Reception failed to process results properly

It took approximately three months for my family members to be added to the practice register. I have experienced significant health concerns, and I felt the practice was slow to arrange specialist referrals, which only happened when my condition had become quite serious. Following tests at another centre, I requested my results but was told after two weeks that nothing had been received, despite the other centre providing evidence that the results had been transmitted. I have been unwell enough that everyday tasks have become difficult, and I feel my health needs have not been adequately prioritised by the practice.

Nurse was careful and precise with blood tests

The nursing staff member I regularly request is a dedicated and conscientious professional at this practice. I have consistently asked for her assistance with my blood tests, and she has always performed them with great skill and care. I had a difficult experience several years ago with another member of staff whose technique resulted in some scarring, which made me appreciate the difference that a careful approach can make.

Struggling to order supplies without visiting in person

I attempted to order a safety pack but found no option available through the app. When I tried to contact the surgery, I was unable to reach anyone. While this may be a standard NHS procedure, I found it quite frustrating. I now need to visit the surgery in person to request assistance, which means being in a waiting room with other patients. I'm not particularly reassured about this situation.

Wellbeing coaching helped me stay on track

The wellbeing coaching service proved to be quite beneficial. The practitioner was knowledgeable, assisted me in maintaining my progress, and offered practical advice that I found valuable.

Helpful doctor who actually listens

The only aspect I appreciate about my GP practice is my regular doctor, who excels at having conversations about any topic you wish to discuss. They demonstrate strong listening skills and are genuinely attentive to what patients have to say.

Helpful appointment with practical benefits

The appointment proved to be quite beneficial, and I found it genuinely helpful and worthwhile.