Star Lane Medical Centre

Felt truly listened to and supported

The social prescriber I worked with demonstrated genuine compassion and provided excellent support throughout my care. They took time to listen to my concerns and made a follow-up call to check on my wellbeing.

Impossible to book an appointment here

It is extremely challenging to secure an appointment at this practice. The difficulty in obtaining an available slot is a persistent issue.

Reception team couldn't locate requested letter

The reception staff were unhelpful and disappointing. I requested a letter about my health matter for two weeks, and despite visiting multiple times after appointments, I was repeatedly told the letter would be ready the following day. However, each time I returned, the team indicated they could not locate it. This experience has left me feeling the practice falls short of the standard I would expect from a medical centre, and I believe the reception team would benefit from additional training in patient care and communication.

Reception didn't explain the online booking process clearly

My mother attended on a Friday afternoon presenting with visible facial swelling and signs of concern. She was directed to access an online system via a link sent to her mobile device. As someone in her seventies, she found this instruction unclear, and the manner in which it was communicated left her feeling unwelcome and uncertain. She departed without completing the process. Upon arriving home, she discovered the link led to an appointment booking system, though the online assessment function was unavailable until Monday morning. Additionally, she would have struggled to use the digital platform independently. The practice would benefit from improving how it supports patients who are less familiar with technology-based systems. Fortunately, assistance was provided on Monday morning and she was able to be seen promptly. The delay over the weekend caused unnecessary discomfort that might have been avoided with more accessible communication methods.

Reception staff seemed dismissive and unhelpful

The practice does not demonstrate adequate consideration for either its employees or those seeking treatment.

Professional approach to understanding my concerns

Extremely professional approach! Demonstrated a distinctive and exceptional grasp of my concerns 👌👏

Felt listened to during health style sessions

I had a pleasant experience during my appointments with the health and wellness nurse.

Staff were genuinely kind and supportive

The clinical team at this surgery are exceptional practitioners. The administrative staff demonstrate remarkable helpfulness and compassion. I have needed to reach out to the surgery more frequently this year than previously, following a significant incident earlier in the year. The experience has been challenging, and the clinical team and support staff have been outstanding throughout. This is the most considerate and professional GP surgery I have encountered. Thank you to all the staff for their excellent care and support during this time.

Quick appointment with helpful staff

Extremely efficient and supportive healthcare provider

Stuck in a confusing referral loop

I contacted the practice to arrange an appointment, and the clinician directed me to the pharmacy. Subsequently, the pharmacy referred me back to the GP. I followed up with another call to the practice, and I have been waiting for a callback from the clinician ever since. It has now been 5 days without a response.

Friendly team who really listened to me

The healthcare professionals at this practice demonstrate a warm and empathetic approach to patient care.

Helpful staff despite tricky location

We really appreciate the doctors and staff at Star Lane. They have consistently been supportive and compassionate, and have given us the impression that they genuinely care about our health. The location does present some difficulties, particularly when using public transport. However, overall we are satisfied with being patients at this surgery.

Reception staff were kind and helpful

The social prescribing service at this location was very kind and helpful.

Easy to get appointments when needed

This is the finest medical practice I have attended. The front desk team are courteous and helpful, the clinical staff demonstrate genuine care and expertise, and the nursing team are exceptionally friendly. Appointments are readily available whenever required, typically within a day or two.

Reception staff could be more welcoming

The reception team often comes across as unfriendly, rarely offering greetings and simply calling out "next" instead. Additionally, staff members tend to be obscured by their computer screens, making it difficult to interact with them directly. There are a handful of exceptions who demonstrate genuine courtesy and politeness.

Reception staff made me feel heard and supported

I spoke with a member of staff who was very understanding and made it easy for me to discuss my needs. They provided helpful support, which was particularly valuable as I find it difficult to ask for assistance and tend to try managing on my own to avoid being a burden. I'm grateful for the help and support I received.

Reception staff hung up without helping

The reception team lacked patience during my interaction. I spent considerable time waiting to schedule an appointment, and when I was finally attended to, the call was disconnected after a brief exchange. I felt frustrated by this experience, as the wait time was not matched with attentive service. I believe the team would benefit from additional training to handle patient calls more effectively.

Couldn't get through by phone or app

The service does not merit a positive rating in my view. I attempted to reach out through both telephone and the online application, but received no reply for over a day.

Quick appointment for urgent health issue

I experienced an urgent medical situation that would have required a lengthy wait at other practices, but I was able to receive care within a single day at this medical centre. I was particularly grateful for the helpful support I received from a member of staff during my visit.

Phone staff dismissive when discussing mental health concerns

I would rate this practice far below the standard I would expect. Update: I would caution anyone going through a mental health crisis or seeking support and guidance to be aware of my experience. I spoke with someone on the phone who did not clearly identify their professional role. During the call, I felt the tone became raised and I was treated as though I was being difficult, despite my efforts to remain polite and explain my need for ongoing medication. The conversation ended abruptly, with the staff member stating they could not continue the discussion, despite acknowledging they had not fully understood my situation. My overall impression is that the practice demonstrates a dismissive attitude toward patients attending in person, treating them as though they are unwelcome. This applies across the team regardless of gender. I am extremely frustrated with this practice, but my health circumstances limit my ability to seek care elsewhere. This situation has left me in a difficult position regarding my ongoing treatment needs.