Star Lane Medical Centre

Impossible to see a GP, takes days to book a phone consultation, receptionist sends you to A&E for non emergency requests which GPs should deal with. I was unwell during early pregnancy and took a month since when I called them to be seen till I actually got a call from a GP to discuss my blood results. Completely and utterly pointless as by that time I had recovered, with the help of Google search. If you want medical care, this isn’t the place to be. I would give them zero stars if possible. They have one amazing receptionist, so if you’re lucky to speak with her, you might stand a chance to get your issue half-sorted.

I am a 65 year lady. been with this
surgery since I was a child. For the past year had a lot of serious problems. thank god for Newham General and barts for after care. received none from my GP. receptionist think they no it all but don't.find most of them rude.only 4 afraid to say have manners. as for the GPS when they phone they don't listen and can't wait to put receiver down on you

This surgery is actually really appalling. Doctors don’t even chase you up to let you know if blood test results are abnormal. Half the time you try and get a hold of a doc, they’re on annual leave or magically don’t work there anymore. The rest of the 1 star reviews are correct and accurate. Receptionist staff will hover around their desks if they see you waiting needing some assistance but won’t come to the desk to help you. Disgusting. How is this service even still open? It’s an actual joke.

This place is an absolute disgrace ! From reception to some of the health professionals. I have been there for 2y. I had so many outrageous situations were they have been unprofessional, didn’t follow up, made mistakes in their notes, forgetting appointment, rudeness and so much more. Having young children registered there is incredibly stressful . It takes days to have an appointment even for a sick baby. Don’t register here.

The Doctors are brilliant, I have no problems with the surgery.is the system, of booking appointments, to go through in filling in forms, on line and have to wait for a text them waiting for a be Doctor to call you.Why can patients called to book at the receptionist. I feel stressed when I have to make an appointment to fill in that application form.

The level of Ignorance from the doctors here is extremely disappointing. There is no Corona restrictions in places pretty much all part of the UK except with GP's.
During the lock down they don't wanted to see me face to face which resulted in complex fistula and I had 3 surgeries already and waiting for more, Initially online and phone consultations described my problem as simple piles. Each time you make online bookings, you will get a single ring and phone will cut off and you will get a voice mail says," doctor tried to reach you, they won't call back, you need to make another appointment ". Last week I made another online booking for breathing difficulties ,still no calls. I supposed to receive a call very next day!!.

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!

Once again, incompetent. Worst service I've ever had to endure.
*Edit*
The lady I spoke today on the phone, she's a receptionist, she did an excellent job thus 2 stars for her work. I forgot to ask for her name, but she was beyond helpful.