The Street Lane Practice - Ratings and reviews
Reviews
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Review titled Fantastic practice
Rated 5 stars out of 5
by Anne Richards - Posted on 20 February 2024
I consider myself very fortunate to be a patient at this practice, especially because a close family member was treated with such kindness and professional care during the last 2 weeks. We find all of the medical staff and the receptionists to be very efficient, kind and professional. Thank you so much
Visited February 2024
Review titled The Street Lane Practice
Replied on 21 February 2024
Dear Mrs Richards, Thank you for taking the time to write such a positive review. I have passed the message onto all our staff. Thanks again, Josephine Lockwood Operations Manager.
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Review titled Brilliant
Rated 5 stars out of 5
by Helen - Posted on 11 January 2024
Too often we hear about negativity towards the NHS. Whilst I agree services are stretched, I think it is important to give credit where credit is due. When I contacted the practice about my declining mental health I thought I would see a GP. I was suprised when he introduced himself as an advanced nurse. What can I say! I was so pleasantly suprised. He listened to my problems, he showed empathy and he made me feel at ease with my thoughts. He explained my options and we agreed a plan. I recieved a call a couple of weeks later as he wanted to see how I was getting on. I'm now in a much better place and I am so grateful he has been looking after me. I can't fault Street Lane surgery. I think you are brilliant.
Visited January 2024
Review titled The Street Lane Practice
Replied on 15 January 2024
Dear Helen, Thank you for taking the time to post such positive feedback. I'm delighted to read that your health has improved. I will make sure that the clinician concerned is aware of your comments. Best wishes, Dr Hobman
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Review titled Very unhelpful and rubbish system.
Rated 1 star out of 5
by Mary Fallon - Posted on 04 November 2023
I rang the surgery with what i expected was tonsillitis as i experienced all the relevant symptoms. I was then given a phone call appointment not even with a doctor. This phone call helped me in no way at all. I tried to explain to them that I was in a great deal of pain and had been using paracetamol and ibuprofen but it wasn't giving me much relief. The person on the phone was very quick to dismiss me and say it was a viral infection and I felt as if he wanted to get off the phone with me as quick as possible. The next day my symptoms got significantly worse so I attended a medical walk in centre elsewhere. Here, I was told I did in fact have tonsillitis and was prescribed with antibiotics. Due to this I feel like I didn't receive sufficient or the correct care at street lane practice and I was made to feel unimportant, insignificant and ignored. Patients like me should be seen in person instead of having 'phone call appointments' as it just comes across as lazy and isn't reassuring or treating patients correctly.
Visited November 2023
Review titled The Street Lane Practice
Replied on 07 November 2023
Dear Mary, I was sorry to read of your experiences. The vast majority of sore throats don't need antibiotics, especially if accompanied by other symptoms such as runny nose. We can only ever assess a patient at a point in time with the caveat that review is needed if the symptoms worsen or don't settle. Sensibly you sought further review and at that point it was determined that antibiotics may help. You will be aware of the overwhelming demand for appointments in Primary Care generally. There is not enough resource for all patients to be seen face to face by a GP. We are increasingly reliant on other highly trained members of the Primary Care team including nurse practitioners, pharmacists and physiotherapists, to help us with the workload. I'm sorry that you felt unimportant, insignificant and ignored. This would never be the intention of any of or team. I will speak with the clinician concerned. Although not a Doctor he is a very experienced clinician who, like all Primary Care clinicians these days, is experienced at telephone triage. Please contact the surgery if you would like to discuss this further. I hope you are recovering well from your recent illness. Best wishes, Dr Hobman
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Review titled Excellent and very efficient
Rated 5 stars out of 5
by Bori - Posted on 22 November 2023
Excellent access via digital triage with patchs. I submitted the patchs online form for my little one at 8am, received a call 2 hours later from the nurse practitioner. He was very thorough and professional, went through the clinical information I had submitted in detail, arranged treatment that I was then able to collect directly from the pharmacy. As a busy working mum, it was a great way for me to access medical care quickly and efficiently. Thank you Street Lane Practice!
Visited November 2023
Review titled The Street Lane Practice
Replied on 23 November 2023
Hello Bori, Thanks for taking the time to post. I hope your recovery is also rapid! Best wishes, Dr Hobman
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Review titled Receptionist
Rated 3 stars out of 5
by Anonymous - Posted on 26 October 2023
I am not a patient but had an appointment with the physio. The receptionist did not even bother to look up from her computer. After about 2 minutes she muttered :I’ll be with you in a minute. Which she wasn’t. I stood there and after about 5 minutes I told her I was going to sit down. This finally made her look up. And she signed me in. An all singing all dancing surgery but the receptionist clearly needs training in people skills!
Visited October 2023
The Street Lane Practice has not yet replied.
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Review titled Disappointing experience
Rated 1 star out of 5
by Anonymous - Posted on 25 September 2023
My recent experience with the surgery left me feeling frustrated and concerned about the accessibility of essential healthcare services for its registered patients. My problem started when I contacted the surgery to inquire about travel vaccinations, including diphtheria, polio, tetanus (combined booster), and typhoid. However, I was informed by several receptionists that Street Lane GP Surgery does not provide travel vaccinations at all. This response was perplexing to me, especially considering that these vaccinations are vital for personal health, and the NHS considers them essential due to their role in protecting public health. According to the NHS website, GPs should administer these vaccinations to patients at no cost. It was disheartening to hear that my own GP surgery was unwilling to offer these services despite the clear guidelines from the NHS. In my quest for a solution, I contacted the NHS 111 service for advice. They suggested that I try other local GP surgeries to inquire about becoming a temporary patient for the purpose of receiving the necessary vaccinations. Although other local practices confirmed their ability to provide these vaccinations, they expressed their inability to accept temporary patients. Moreover, some of them expressed concern that Street Lane GP Surgery was not fulfilling its obligation to offer these essential vaccinations to its registered patients. Unfortunately, I had no choice but to seek these vital vaccinations privately, incurring significant expenses of over £150. I find this situation deeply disappointing, as I believe that all registered patients should have equal access to essential healthcare services without financial barriers.
Visited September 2023
Review titled The Street Lane Practice
Replied on 28 September 2023
Dear Patient, I'm sorry to read of your experience. Your feedback has ensured that we look at our systems. GPs are contractually obliged to vaccinate against Hepatitis A, Polio, Cholera and typhoid if required. There is no charge for these vaccinations. Any other vaccinations required for travel can be provided by a GP surgery at the discretion of that particular surgery but there is no obligation to provide the service, and those vaccines would be chargeable. Travel medicine is a highly specialised and rapidly changing so generally we defer to specialist services for travel advice. I will look at our system going forward to ensure that this is clearer to us all. You are welcome to contact the practice and we can look into whether any of the vaccinations you've paid for could be reimbursed by us. Best wishes, Dr Hobman
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Review titled Poor service
Rated 1 star out of 5
by Anonymous - Posted on 08 September 2023
I had been trying to contact the Gp services at street lane practice for over 4 weeks. I initially presented to the practice with a lump on the ball of my foot in May of this year and it was diagnosed I have Morton's neuroma on my left foot. This diagnosis was given to me in June23. The lovely doctor was very thorough and informed me I would be referred to a specialist podiatrist for further treatment for my foot in June. I have been trying to contact the GP surgery as I had no correspondence from the referral and wanted to confirm the status of my referral. I had called the practice numerous times relating to this issue over the last few weeks and also contact was made for other issues relating to the health needs of my children. I have not been able to get through to the surgery at all. The wait times on the phone has been unacceptable as its always over 40 mins wait on the phone, then to be cut off. The phone queuing system starts always at position 7 no matter what time of the day you call. This means guaranteed 40mins to -1.07 hrs mins wait on the phone then to be told to make the contact on patches or excuses made by reception. It is impossible to get an appointment with this GP surgery. when I did attempt to contact the practice via the patches online i had an out of service message following my failed phone contact or on another occasion it failed to give me the option on patches to make the enquiry. I am a health professional myself for the NHS and it is unacceptable how long the patients are made to wait over the phone. There is no means in getting to an appointment with this Gp's practice. I then decided to attend in person to the practice relating to my enquiry relating to my foot. I was advised by the receptionist the referral manager is currently out and will contact me either later today or tomorrow. It had been over 2 weeks and no contact had been made. I had spent 1 hr 07 mins on Wednesday the 6th around 11am trying to get through to the doctors. I was unsuccessful and I had to hang up the phone after over an hour on hold. This time not even an indication what position in the queuing system I was holding. I am so disappointed to learn, it is almost impossible to get an appointment with this practice yet you are continuing to advertise you are accepting new patients on NHS choices. It seems this practice is failing to provide the appointment /services to their existing patients. Very disappointed in the service you provide!
Visited September 2023
Review titled The Street Lane Practice
Replied on 11 September 2023
Dear Anonymous, I am sorry to read that you have had a bad experience at our practice. Unfortunately, as this post is anonymous it is difficult for me to be able to look into the issues that you have raised and understand what systems should be reviewed / changed. Please email the streetlanepractice@nhs.net with your details so that I can fully reply to your concerns. Thankyou, Helen Dickinson Chief Operating Officer
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Review titled Virtually impossible to contact
Rated 1 star out of 5
by Carl-Darren Marx - Posted on 10 August 2023
I have never come across a surgery so difficult to contact. The phone lines are constantly queuing, and the Patches system is not fit for purpose. When you do finally get through, you are told your symptoms will be triaged and I was given an appointment over 2 weeks away. When I then rang again, and eventually got through, i was told the same thing. However, a doctor tried ringing twice, with only a few minutes apart and as i couldn't answer the phone due to being in a meeting, a message was left saying to contact reception and start the process again. I would leave the practice for another but i cant find a surgery that actually has an interest in their patients.
Visited August 2023
Review titled The Street Lane Practice
Replied on 19 February 2024
Please accept our apologies for the experience you had whilst trying to contact the practice. We welcome feedback as a means of helping us to improve what we do. Since you shared your feedback we have increased capacity on the phone lines and the staff that take these calls to improve experience for our patients.
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Review titled Wonderful GPs, rude receptionists
Rated 3 stars out of 5
by Worried parent - Posted on 10 May 2023
My recent frustrating experience with Street Lane is similar to prior experiences, and I felt a review to summarise was warranted. Once you have an appointment at this practice, things are great. The GPs at all levels of seniority are wonderful, thorough and have always provided outstanding care to myself and my young family. The GPs are a credit to their profession. Unfortunately, the receptionists that must be dealt with before getting an appointment are a very mixed bag. Some receptionists at Street Lane are good listeners and deal with any queries efficently. Other receptionists (both in person or on the phone) don't listen well, talking over me with the same scripted answers. Asking them to go off-stript is met with frustration and at times anger. Things are no better when corresponding electronically if these same members of staff pick up the case - I have had countless messages not read properly with poor responses, requiring me to clog up the phone line to try and resolve their misunderstanding. It's hard to tell if it's a training issue or something else, but the receptionist experience is too often a deeply frustrating experience at Street Lane. From witnessing patients in front of me in the queue being talked over, and speaking to friends who are also Street Lane patients, the poor experience with receptionists is a widespread issue. I hope more can be done to improve listening and provide a consistant patient-focussed service from the whole reception team.
Visited May 2023
Review titled The Street Lane Practice
Replied on 15 May 2023
Dear Anonymous, Thank you for taking the time to write a review, feedback is always welcome to improve our service and train staff where needed. However, if I have no contact details I cannot get to the bottom of the issues at the practice. I would have liked to have spoken with you to understand the frustrations that you are having to be able to change our systems where possible. If you would like to contact me I would be more than happy to discuss your comments. Thank you, Helen Dickinson Practice Manager
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Review titled Life Savers
Rated 5 stars out of 5
by Javed Akhtar - Posted on 12 April 2023
I had contacted the surgery last week regarding having a tmj gout flare up, as the gout got better I had a very bad infection in the top tooth and gum. I had been to private dentist who wanted to charge me £1300 pounds for the treatment. This week after the Easter bank holiday I had contacted my local dentist who had no one to see me on the day as I was in so much pain and not slept for days, I had contacted the surgery who booked a call back, I had spoken to the same doctor who I spoke to me last week and she said that we have to see you face to face. I would like to say thank you so much to both doctors and giving me antibiotics that's all I need as I am feeling much better and by going to my normal dentist today they also said the same thing to me. This surgery has the best doctors and staff who are always help there patients. Keep up with the good work and once again I am sorry I had to contact you as I was suffering so much in pain as I know this issue was a dentist matter.
Visited April 2023
Review titled The Street Lane Practice
Replied on 13 April 2023
Dear Mr Akhtar, We've spoken this morning. Thank you for finding the time to post your feedback, especially considering the pain I know you are in. I hope you feel better soon. Best wishes, Dr Hobman