Lightwater Surgery

Persistence paid off when second opinions finally helped

After being with this practice for more than 2 years I want to share my experience, particularly for women, and encourage others not to lose hope. I was assessed for severe tiredness by a clinician, given my history of low iron levels since childhood. Following blood work, I was eventually prescribed iron supplements. When I asked whether I would need to take these indefinitely, I was told it was related to my menstrual cycle and that nothing could be done about it. I persisted and consulted another clinician at the same practice, who discovered a digestive condition that explained my fatigue and why the iron supplements alone were ineffective due to absorption issues. My advice is to trust your instincts if you feel something is wrong. Around eighteen months later, I developed severe abdominal pain that would leave me unable to function for days. A clinician suggested dietary changes and recommended hydration. It was only after switching to a different practice that I was diagnosed with a bacterial infection and stomach ulcers. I wanted to share this experience to support other women who feel their concerns have been overlooked. Please don't dismiss your symptoms and consider requesting to see another clinician if you feel unheard. Ideally, patients should be listened to and taken seriously from the outset rather than having to seek multiple opinions.

Receptionist put me at ease

I was fortunate that the staff member who assisted me was great, as I was feeling quite anxious at the time.

Helpful staff who took time to listen

Excellent practice with a wonderful team. They make a genuine effort to provide comprehensive support to their patients. I feel very grateful to have access to such a high-quality surgery in my area.

Efficient booking made the appointment easy

I appreciate the service at this practice once more. The appointment scheduling was straightforward and I received the healthcare guidance I was seeking. I feel fortunate to have access to this facility locally.

Rushed appointment left me feeling unheard

I had a very negative experience with my recent appointment. The consultation was extremely brief, lasting only a few minutes. I felt that the medication prescribed was inappropriate for my presenting concern, as I was given multiple medications that I believe were unsuitable for my condition. Following this prescription, I subsequently experienced significant adverse effects from the medication regimen, which I believe has caused me considerable harm. I am very dissatisfied with the care I received and have serious concerns about the approach taken during my consultation.

Easy to get appointments when you call early

I'm puzzled by the critical feedback on this platform. Having relocated multiple times across the UK, I'd rank this among the finest medical practices I've encountered. The appointment availability is impressive—ringing at 8am or even slightly later still yields same-day slots, which contrasts sharply with my previous experiences in other regions where calling at the exact opening time was necessary just to secure a booking. The clinician I see here stands out as one of the most capable I've worked with; they're knowledgeable, straightforward in their approach, delivers tangible outcomes, and maintains strong professional connections with well-regarded specialists locally, making referrals seamless and appropriate.

Felt genuinely listened to about my health concerns

I want to express my sincere gratitude to the healthcare professional I saw. I have required a particular medical treatment for the past year and have been experiencing significant tiredness that has substantially impacted my daily functioning and professional responsibilities. I was informed by several clinicians across multiple practices that my request for this treatment would likely be declined based on hospital eligibility criteria. However, the clinician I saw made considerable effort to ensure I could access the treatment, which I deeply appreciate. They took time to engage with me, listened carefully to my concerns, and I felt genuinely heard rather than overlooked as I had felt previously. Thank you so much.

Complaints process needs external oversight

For those of you who have experienced ongoing concerns with a particular clinician at this practice, please be aware that there are alternative avenues available to you. You can escalate your concerns to the Parliamentary and Health Service Ombudsman. This clinician holds a senior position at the practice, and you may feel that raising matters internally with management has not resulted in satisfactory outcomes. Some patients have expressed frustration that their concerns do not appear to be adequately addressed through standard complaints procedures.

Felt unheard about medication concerns

I had a negative experience with my healthcare provider regarding medication management. I felt that the prescribed approach to treating my sleep difficulties was not appropriate for my needs, and I was concerned about potential interactions when adjusting medications. I believe the care I received prioritised pharmaceutical solutions over exploring alternative approaches, which left me feeling like my individual circumstances were not fully considered.

I’m dying because of Dr D from Lightwater surgery

I want to let people know that my beautiful life has been ruined ! I’m very unwell n what happened to me- I’m being murdered by doctors especially Dr A.D s at Lightwater surgery! Dr. D is a real criminal!!! A real criminal!!!! He knew antidepressants are massive dangerous n addictive! I was tricked by him to take an antidepressant while I was only asking for sleeping meds! It’s resulted devastating consequences on me! He’s a salesman for big pharma companies! In January 2024, I suffered some insomnia n booked an appointment with my usual surgery- Lightwater surgery. I thought it’s very straight forward that I could get some sleeping pills from a doctor. I got an appointment from shared surgery after 11am. (I thought I can’t choose doctors as it’s ‘shared’) I went in n aware I’ve been allocated to Dr. D. I was made aware later he had bad reputation but I didn’t know I could request a specific doctor. i I asked for sleep tablets n he said they can’t prescribe it because it’s addictive! (But i know afterwards, doctors should have prescribed phenegan which is an antihistamine like nytols). He deliberately hid the fact he could prescribe phenegan. Then he had a creepy smile n said i have something good for you! He then brought out a small box of mirtazapine which is an antidepressant! It’s not a sleeping tablet but has sedative side effects! It should never be used for insomnia. I was always happy, never depressed nor anxious. I was always healthy n hardly ill. I wasn’t aware the huge danger of taking it. As lack of medical knowledge n keen to have a good night sleep, I agreed to take it n he had no mention of how to take it, discontinuation plans etc, and addictive nature of the medication. I then took the mirtazapine for 2 months n decided to stop due to its side effects eg blurry vision. I then found it’s impossible to stop. I felt hugely anxious n tremors. Dr D is a criminal! He must have known antidepressants are addictive, there’s no benefits for patients who are looking for insomnia solution. It can kill peoples. He works for big pharmaceutical companies, rather considering patients welfare! He was also keen to put me on any antidepressants that he got me to try sertraline! I then went to another doctor-Dr S, asked to take me off mirtazapine. He drew up a plan by adding citalopram to help anxiety ( this turned out to be completely wrong way to ween off antidepressant. Nothing should be added in the ween off plan). By trusting doctors again, I took citalopram n mirtazapine . I then felt my head was weird on the first n second day, by the time I took 3rd citalopram, my brain was frozen!!! I’ve got something called serotonin syndrome! It damaged my brain!!! I also felt agitation. I went to the A n E but no doctors can help or diagnose! I was crying for help. I went to Lightwater GP surgery, a lady doctor has prescribed sertraline by knowing i have serotonin syndrome. I had to fly back to China to stop the medication!! My brain has been damaged badly n now have to be cared by my parents! I’m dying! My brain can’t function! Dr D is a true criminal! He works for pharmaceutical companies rather than caring about patients needs. Mirtazapine is a hugely dangerous drug taking person many years to come off. I’ve tried to make complaints to NHS authority but they all take what Lightwater surgery wrote to them rather than the actual medical records. I phoned in the appointment for insomnia n sleep tablets rather than depression/anxiety! I’m dying friends! I’m being slaughtered by Dr D! He is only interested in his own benefits! He is a salesman for big pharmaceutical companies! I probably can not see my daughter’s wedding n my grandchildren !! I’m only 48!!

Helpful staff made booking appointments easy

Lightwater surgery wow I can't thank them enough absolutely lovely doctors especially the clinical staff very kind and very professional. I never have a problem getting an appointment staff are very helpful. Thank you once again for all your support and being a great GP.

Unhelpful prescription approach caused serious concerns

My wife's quality of life has been significantly affected following a prescription for medication to address her sleep difficulties. I feel this treatment has had serious negative consequences for her wellbeing, and she continues to struggle considerably.

Receptionist made appointment booking unnecessarily difficult

It's unfortunate that a higher rating cannot be given, as this practice falls well short of expectations. The experience with reception staff was frustrating, as they appeared dismissive and unhelpful when assistance was needed. The appointment itself proved equally disappointing, particularly as a previous request to see a different clinician was not honoured. During the consultation, a medication was prescribed despite being unavailable for an extended period. When requesting an alternative suitable for a very young infant, this was declined with the reasoning that the suggested option posed a choking risk. This reasoning seemed questionable given the age of the child and typical infant feeding practices. Most concerning was the clinical advice offered, which suggested using a toothbrush and toothpaste as a treatment approach rather than providing appropriate medication for the presenting condition. This recommendation appeared unsuitable and unhelpful for the situation. A formal complaint regarding this experience is being considered, as the standard of care fell significantly below what would be expected from a medical practice.

Reception staff dismissive of patient concerns

The treatment received at this practice has been deeply disappointing. The level of care provided fell significantly short of expectations. A formal complaint has been lodged with both the practice and the relevant health authority regarding this experience.

Repeated prescriptions without proper investigation

I would strongly advise against using this practice. My partner experienced a prolonged urinary tract infection and attended this surgery on several occasions over a number of weeks. Rather than conducting thorough investigations, the medical team repeatedly issued antibiotic prescriptions that appeared ineffective. Obtaining a specialist referral required numerous appointments, and it subsequently emerged that the referral may not have been processed as expected. As a result, my partner has had to restart the referral process from the beginning, leading to considerable additional waiting time. Some of the clinicians at this practice appear indifferent, lack compassion, and demonstrate questionable clinical competence. The overall approach lacked urgency, accountability, and professional standards. This situation has been deeply frustrating and feels like a significant gap in care. If you prioritise your health and wellbeing, you may wish to consider alternative healthcare providers.

Friendly staff made all the difference

Our family relocated from Gordon Road Surgery to Lightwater. The experience has been quite different. I have found the care to be excellent. The clinician has supported me through some challenging periods and has consistently demonstrated friendliness and efficiency, along with a genuinely approachable manner.

Phone lines constantly jammed during appointment booking

Relocated to this surgery to be closer to family. Initially thought it would be suitable, but the experience has been disappointing enough that I'm considering returning to my previous practice, particularly given my current circumstances. Securing advance appointments is extremely challenging—same-day bookings are the only realistic option, though success is far from guaranteed due to consistently congested phone lines. The practice operates with minimal flexibility. Additionally, the reception desk now closes during the lunch hour, which adds further inconvenience. I've consulted with multiple clinicians at this practice. One in particular was dismissive in manner, and I requested not to see them again following an upsetting interaction and subsequent complaints. I was informed that direct requests cannot be accommodated, though I discovered I could work around this by specifying a preference for a particular gender—a workaround that has created its own problems, as I now find myself consistently assigned to the same clinician regardless of my preferences. I'd rather not elaborate, but my overall experience with this surgery across several health concerns has been significantly below standard, particularly regarding the quality of care and support provided. The practice website is also problematic, containing numerous broken links. When I've attempted to contact the surgery via email to report these issues, I receive no acknowledgment or response, which suggests a lack of engagement with patient feedback.

Impossible to book appointments at this surgery

I have been a long-time resident of this area, but I have stopped attending this surgery due to the challenges involved. Obtaining an appointment here is an extremely stressful experience, and once secured, the visit is hampered by parking difficulties and congested surrounding roads. The clinician I am assigned to can come across as unfriendly, and my appointments have not felt welcoming or reassuring in nature. While I understand the pressures and demands placed on staff, patients are equally stretched, and we deserve to feel supported and valued rather than simply processed as cases.

Reception helpful, but felt rushed and unheard

I am a new patient and attended my first appointment to discuss a mental health concern. In my experience, the clinician's manner was unhelpful and made me feel uncomfortable. I felt that eye contact and engagement were lacking during the consultation. The interaction left me feeling dismissed and as though my concerns were not being taken seriously. I did not feel that the clinician had sufficient knowledge or interest in addressing my specific health needs, and the appointment felt rushed. I was unable to ask questions or fully express my concerns, as the clinician appeared to reach conclusions quickly without seeking further information from me. Overall, I felt judged and that my perspective was not valued. I understand from other feedback that this has been a concern raised by other patients as well. On a positive note, the reception team provided excellent service and were very helpful throughout my visit.

Good access made getting our daughter seen easy

We received excellent care at Lightwater Surgery today for our child's respiratory condition. We appreciate having access to a surgery with a straightforward appointment system. Thank you for the assistance provided.