Star Lane Medical Centre 2022-11-18 Person 4 5 0

I've been a patient at Star Lane Medical Centre (SLMC) since 2018. This is the first time I wrote a detailed review for a medical centre. Because I strongly believe SLMC is a truly exceptional service that deserves recognition! Here are my reviews of my overall interaction with them: Booking and Appointment: - Online form – I like SLMC's new medical form, it’s user-friendly and I can quickly explain my symptoms with all the prompts provided by the software. I can complete the form in <10mins, which is a significant time-saving compared to having to speak to someone over the phone! - Appointment slot – almost all of the time, I’m being given phone appointments within 3- 4 working days. However, they also offered an in-person appointment if they think you’ll be benefited from a physical examination. I do like that you can indicate your preferred Dr to see. - Phone/receptionist – occasionally, I’ve to phone SLMC to confirm my prescription/letter request etc. The waiting time varies between 5-20mins, but they have the option of you to “save your queue number” and receive a callback. It’s a great initiative. This could be improved by the call back not being hung up after only 2-3 dial tones. Interaction with GP/Nurses/Other staff: - GPs & Nurses – I’ve seen various GPs & nurses in the last 4 years. I’m particularly impressed by Dr Fang and Dr Gilligan who’s been supporting me before and during pregnancy. They made you feel heard, and cared for and include you in the decision-making for your treatment. They won’t hesitate to advocate for you if they think you are being ‘forgotten’ by the hospitals/other services that they referred you to. I also accompanied my husband to regular post-surgery appointments from May-June 21. I’m impressed by the care, dignity and compassion shown by the nurses in this GP. A special shout out to Nurse Shahima who’s not just excellent in her work, but truly cares for her patient’s condition and recovery. - Admin/Reception staff – this has been kept to a minimum since the introduction of the online form. There are some exceptional admin staff who’ll go above and beyond for you. However, an improvement can be made in their approach behind the glass wall (e.g. volume when discussing patient’s conditions). Overall, Despite NHS’s limited resources, I'm impressed by the team's efficiency and care! It’s not easy to balance both, but Star Lane GP has shown in the past 4 years they are worthy of 5* reviews. They should be given an “OUSTANDING” rating by CQC for their services!

Better trained receptionist. Mostly are great, but sometimes met the person that isn’t too friendly and will shout out my condition in the surgery reception. This can be embarrassing.