The Street Lane Practice
12 Devonshire Avenue, Roundhay, Leeds, West Yorkshire, LS8 1AYContact details and opening times
Patient ratings and reviews
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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
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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
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Review titled Unresolved after leaving a review on 8th September
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2023
I On September 8th, I left a review stating my disappointment that the clinic repeatedly told me they do not offer any NHS travel vaccines. In response, I was told that my feedback had been taken into account and that GPs are obliged to vaccinate against Hepatitis A, Polio, Cholera, and Typhoid free of charge if required. However, despite reaching out to the clinic several times, I have been told on each occasion that they do not offer travel vaccinations and claim to be unaware of my review. I was advised to email my review and response to the practice manager three weeks ago, but I never received a response. When I called back to check, I was told that my email was never received, and was requested to send it via "Patches." It is incredibly disappointing that patients may contact the clinic for their vaccinations, and despite being assured that changes would be made, it seems that no action has been taken.
Visited March 2023
Review titled The Street Lane Practice
Replied on 07 November 2023
Dear Patient, I am aware of your 1st review and subsequent response by Dr Hobman. As a practice we reviewed our travel vaccination protocol on the back of your feedback. This was a misunderstanding by the team regarding which vaccines were available on the NHS and which were not. The team did not appreciate that we still could deliver NHS vaccines to patients. The protocol has been updated. I overheard a telephone call regarding being refunded for vaccines which would have been "free", where you were asked to email the receipt so that we could check. I am afraid I haven't received any email with the receipt. The second time you called I was asked if I had received the email from you to which I said no but if the patient could send a PATCHs in I could look at it. The reason for asking for you to send the receipt via PATCHs is that the information is stored directly into your medical record and would therefore reach me. Please do send the receipt in and I can review the vaccines that you have been given. Changes have been made to our system since your initial review. I am sorry that you are still disappointed. On receipt of your PATCHs I will review and respond to you accordingly. Best wishes, Helen Dickinson Practice Manager
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Review titled New to the practise
Rated 5 stars out of 5
by Hilary Vinall - Posted on 30 April 2023
Having received outstanding support over many years from my local practise in Leeds 16 I was reluctant to change after moving to Leeds 8. Once I understood the receptionists have been trained in Triage I was very happy with them arranging my contact with a gp. They have been unfailingly helpful. The pharmacist has been really helpful too in sorting out medication and the direct gp contact extremely positive.
Visited March 2023
Review titled The Street Lane Practice
Replied on 02 May 2023
Dear Mrs Vinall, Thank you so much for your positive review, and welcome to the surgery! Best wishes, Dr Hobman
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Review titled Quick response
Rated 4 stars out of 5
by B R - Posted on 09 February 2023
There has been a lot of news items about how difficult it is to get to see a Dr and I wanted to say how impressed I have been with Street Lane recently. A few weeks ago I put in an e request and received a call less than an hour after and given a face to face app that day . Today I needed some advice and after filling an e request got a phone call from a Dr a few hours later and prescription sent over together with a text for when to get back in touch to review . V efficient. Thankyou
Visited February 2023
Review titled The Street Lane Practice
Replied on 10 February 2023
Dear BR, I was delighted to read of your recent positive experiences. Thanks for taking the time to post your comments. Best wishes, Dr Hobman
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Review titled Excellent Staff
Rated 5 stars out of 5
by Javed Akhtar - Posted on 06 January 2023
I was required some urgent medical records for 2 different solicitors. I had requested the practice manger and she had passed the information on to a member of staff who deals with GDPR requests and that person had actioned on the same day for the GDPR request. Thank you so much for your help and support for the above matter as always you all are great with your work even you are short staff because of sickness.
Visited January 2023
Review titled The Street Lane Practice
Replied on 09 January 2023
Hello Mr Akhtar, Thank you for your positive feedback. You are very kind. Happy New Year! Best wishes, Dr Hobman
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Review titled Excellent Service
Rated 5 stars out of 5
by Javed Akhtar - Posted on 17 January 2023
I had a appointment with the nurse for my B12 injection today. I also had a appointment letter from the hospital for the endocrine department. They had requested for blood test for Vit D, before attending the appointment at the hospital. I had requested the nurse that if she can take the bloods, that will safe me time coming back to the surgery for the blood test, and she had agreed to do the blood test for me. I would like someone from the surgery to say thank you to the nurse for doing amazing job and helping me out. Thank you to all the doctors, nurses, and staff for doing amazing work in this hard time.
Visited January 2023
Review titled The Street Lane Practice
Replied on 18 January 2023
Dear Mr Akhtar, It was lovely to read of your recent positive experience at Street Lane Practice. I will ensure that your comments are relayed to the nurse in question. Best wishes, Dr Hobman
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Review titled Poor Reception Management
Rated 1 star out of 5
by Anonymous - Posted on 26 January 2023
I attended at reception at 8:30am and waited patiently. There was no staff at Reception despite the sign stating it opened at 8:30am. I then saw the Reception staff member arrive at 8:40am through then main entrance and disappear upstairs. The member of staff came down to the reception desk as 8:45am at this point another individual was waiting behind me. She then had the audacity to ask me to wait while she logged in. By this point I was going to be late in dropping my child off at school and left in a hurry. The Doctors at the Practice are lovely however but they need to review their front of house staff to deliver a better standard of service. They also need to make sure their clocks are right as I note they are all set 5 minutes behind the actual time!
Visited January 2023
Review titled The Street Lane Practice
Replied on 10 February 2023
Dear patient, I was saddened to read of your recent experiences and will discuss the issues you’ve raised with the patient services team. If you remain dissatisfied please contact Helen our Practice Manager directly. Best wishes, Dr Hobman