The Street Lane Practice
12 Devonshire Avenue, Roundhay, Leeds, West Yorkshire, LS8 1AYContact details and opening times
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Reviews
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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