Star Lane Medical Centre

Prompt action made all the difference

I appreciate the prompt attention given to my case.

Felt listened to and put at ease

This was my first visit to the practice. I found the staff to be very understanding and patient throughout my appointment. The healthcare professional I saw demonstrated professionalism and made me feel comfortable and reassured. I would highly recommend this practice.

Felt unheard and uncared for throughout

The fundamental issue is a lack of concern. I could detail numerous difficulties encountered, but there seems little purpose given that others have already documented similar experiences. As mentioned, the core problem remains an absence of care.

Reception staff could improve their patient communication skills

I previously left a positive review, but I feel compelled to update it due to concerns about the reception team's approach. The manner and tone used when interacting with patients can come across as discourteous. It's worth considering that patients attending the surgery are typically dealing with health concerns, so a welcoming and respectful approach would be more appropriate. The current interactions sometimes feel dismissive and unhelpful. Enhanced training in customer service and communication skills would likely improve the experience significantly. The clinical staff I have encountered have consistently provided excellent care throughout my time as a patient. Unfortunately, the administrative team's service levels have been inconsistent and have not met the standard of professionalism one would expect.

Hard to get an appointment here

The team here are wonderful, though it can be challenging to secure an appointment. Unfortunately, my concerns remain unresolved.

Reception staff were dismissive and unhelpful

I had a very negative experience at this medical centre. The staff seemed uncaring and disorganised, and I felt they were dismissive of patients. The approach to treatment felt inadequate, with suggestions to manage issues independently at home rather than receiving proper medical support. I was disappointed with the level of care provided and would not recommend this practice.

Felt truly listened to and supported

The clinician I saw was very good, very understanding, and listened carefully to my concerns. They were helpful and made follow-up contact to check on my progress.

Online booking form saves time and effort

I have been a patient at the medical centre since 2018. This is the first time I have written a detailed review for a medical centre, as I strongly believe this service is truly exceptional and deserves recognition. Here is my assessment of my overall experience: Booking and Appointment: The online form is user-friendly and allows me to quickly describe my symptoms with helpful prompts provided by the software. I can complete it in under ten minutes, which saves significant time compared to speaking to someone over the phone. Appointment slots are typically offered within three to four working days, and the practice also provides in-person appointments when they believe a physical examination would be beneficial. I appreciate being able to indicate a preferred clinician. When I need to phone the practice to confirm prescriptions or request letters, waiting times vary between five and twenty minutes. There is an option to save your queue number and receive a callback, which is a helpful feature. This could be improved by ensuring callbacks do not disconnect after only a few dial tones. Interaction with Clinical and Support Staff: The clinicians I have seen over the past four years have made me feel heard and cared for, involving me in treatment decisions. They advocate on behalf of patients when necessary and show genuine concern for ongoing care. I have accompanied a family member to post-surgery appointments and was impressed by the care, dignity and compassion demonstrated by the nursing staff. The administrative and reception staff have been kept to a minimum since the online form was introduced. Some staff go above and beyond, though there is room for improvement in how conversations are conducted at the reception desk, particularly regarding volume when discussing patient matters. Overall, despite the NHS's limited resources, I am impressed by the team's efficiency and care. The practice has demonstrated over the past four years that they provide excellent service and should be recognised for their outstanding approach. Since using the practice's services for our child, we have been consistently impressed by the high level of care provided by all the doctors encountered. The team demonstrates exceptional efficiency and professionalism, particularly in their approach to assessing children. Despite seeing several different doctors within a short timeframe, each has been reassuring, competent and attentive to our concerns as parents. They balance reassurance about common childhood illnesses with swift action when needed. The doctors consistently encourage us to return if we have any lingering worries, ensuring we do not have to spend time fretting about our child's health. We are grateful for the exemplary service and feel fortunate to have such dedicated health professionals in our community.

Issue resolved quickly with good follow-up

The matter I experienced was handled promptly and effectively, with a subsequent follow-up provided by a member of the practice team.

Supportive practice that listens to concerns

I have been attending this practice for over a year and have multiple health and social concerns. The clinical team has been very supportive and has taken time to listen to my worries. I received assistance with navigating benefits and mobility support applications. I have also participated in the practice's community garden initiative when my schedule allows, which has been valuable in helping me feel less isolated and has positively impacted my wellbeing. I am a satisfied patient ☺️

Early appointment meant long wait outside

I had an appointment scheduled for early morning at this practice, but I found myself waiting outside as the facility had not yet opened. I would recommend booking appointments later in the morning to avoid arriving before the practice is ready to receive patients.

Friendly staff made booking appointments easy

Excellent team members and clinicians...have never experienced any difficulties with appointment scheduling or attending in-person consultations..welcoming atmosphere..consistently helpful..courteous and highly organised.

Missing medical records made things harder from the start

I felt let down by my experience at this GP practice. From the outset, it appeared that medical records from my previous provider were not fully transferred over, which meant the clinician made assumptions about my situation during early consultations. When I sought assistance, I was told that their capacity was limited and there was little they could do to help. Several weeks later, I required hospital admission due to ongoing health concerns that could have potentially been addressed differently. Rather than referring me to specialist care, the practice continued with a cycle of routine monitoring and measurements. Communication also seemed inconsistent, with unclear messaging in follow-up contacts. Overall, I found the service unhelpful and would not recommend this practice to others, as it felt disorganised and lacked genuine engagement with resolving my health needs.

Supportive voice helped me find my purpose

When I initially received a referral to this service, I had doubts and was reluctant to attend, repeatedly postponing appointments and finding reasons to avoid going. However, looking back now, the care and assistance I received throughout this journey has been exceptional. We collaborated effectively during the entire process, and this helped me regain a sense of direction. I've been able to accomplish several of the goals we discussed and worked towards together, and ultimately it provided me with the motivation I needed. I'm genuinely grateful for the support and for knowing there's someone available to turn to if I need guidance in the future ❤️❤️

Coaching sessions helped me get on track

I completed a series of coaching sessions focused on health and wellbeing. Each session was genuinely beneficial in helping me progress with my health goals, and I feel prepared to apply what I've learned going forward.

Professional team who listened and helped

Excellent experience and service from the clinical team, who demonstrated professionalism and provided outstanding care.

Supportive referral helped me find improvement

It was truly a wonderful experience, because I felt all hope was lost but the staff member encouraged me and made a referral for physiotherapy, where I have been able to see improvement. Thank you so much.

Impossible to book appointments with your own GP

I have been a patient at this practice for a decade and have found the service to be quite poor. Obtaining an appointment is extremely difficult. I submitted an online request for a callback from my regular doctor, but instead received a call from an out-of-hours service provider who was not my usual clinician. This is not the standard of care I would expect from a GP practice. The experience has been very unsatisfactory. If it were possible to give no stars, I would do so, as I do not feel the service merits any positive rating.

Reception staff made me feel genuinely supported

The staff member I encountered was exceptionally kind and compassionate. They demonstrated genuine helpfulness, understanding, and professionalism in their role. Their support made a significant difference during a particularly challenging period when I was struggling emotionally. They helped me find hope and perspective when I felt isolated and lost. I am truly grateful for their presence and guidance during that difficult time. Thanks to their encouragement and backing, I have been able to move forward positively and rebuild my life in ways I could not have managed alone. The healthcare service would benefit from having more practitioners with such dedication and empathy.

Staff listened and helped with blue badge letter

I needed to obtain supporting documentation from my GP practice for an application and the staff member listened attentively to my situation and prepared a letter drawing on my medical records and what I shared with them. The application was successful and I received what I needed, which has made a real difference to me. I'm very grateful for the considerate and empathetic approach they demonstrated throughout the process.