Lightwater Surgery

Conflicting information across multiple staff interactions

I have found the service at this surgery to be disappointing, particularly concerning my medication request. Throughout recent weeks, I have spoken with various members of staff, and the guidance I received has been inconsistent across these conversations. While I recognise that the NHS faces significant pressures, the apparent gaps in communication and coordination have been frustrating for me. This situation has resulted in considerable stress and disruption to my circumstances.

Friendly staff who actually listen

The team here demonstrated genuine friendliness and provided helpful assistance throughout my visit.

Phone booking takes time but appointments always come through

I previously relocated from an excellent surgery where I had a wonderful GP, so there was a high standard to match. While I find the telephone appointment booking process somewhat lengthy, I have consistently been able to secure appointments when needed. The clinical staff have been excellent in recent visits, and I have found them to be attentive, thorough, kind and proactive in addressing my healthcare needs properly. As someone with complex medical requirements, I have appreciated their approach. It has been a positive transition overall, though I do occasionally find the reception team manner a bit curt—though this seems to be a common experience across practices and may be inherent to the role. I was directed to this surgery by a previous healthcare provider as a highly regarded option in the locality.

Surgery staff listened and took time

We feel very fortunate to have access to this practice, as they provide excellent care.

Receptionists made booking straightforward and easy

Excellent practice. The front desk staff are consistently courteous and helpful. I have no difficulty obtaining same-day appointments with a clinician.

Staff attitude poor, outdated systems frustrating

The overall experience was disappointing. The attitude from some staff members came across as unwelcoming and unhelpful. While certain clinical staff were pleasant and professional, others seemed dismissive and unhelpful. The approach felt outdated in several ways, particularly regarding communication methods and access to personal information. Some support staff were courteous, but generally the interactions felt unnecessarily curt and unfriendly.

Clinic failed to involve parents in child's care

Any healthcare facility that advises young patients they need not inform their parents about their medical care should face serious professional consequences and lose their right to practice.

Same-day appointments make booking so much easier

After switching to my current GP practice from my previous one, I am delighted to report that the experience is vastly superior in terms of their operational procedures and patient-centred ethos. The availability of same-day appointments for those who call before 11am is exceptional compared to my former practice's outdated and lengthy process of completing an online request and waiting two days for a response, with no option to phone and request urgent attention. I recently brought my child to the practice for their routine developmental check and initial immunisations a couple of weeks ago, and both visits were excellent. The GP was warm and professional, and the practice nurse who carried out the immunisations was tremendously supportive and saw us straight after the GP appointment, allowing us to return home rather than having to make a separate trip back two hours later for a scheduled slot. I can only say that I wish I had made the switch to this practice sooner!

Same day appointments made booking easy

Really pleased with the service at this surgery, generally get a same day appointment. The clinician I see has been absolutely brilliant and I find that they're extremely thorough in helping resolve issues.

Felt heard and genuinely cared for

The GP I saw is exceptionally kind, patient and wonderful. They make me feel valued as an individual rather than just another appointment, and I feel genuinely well cared for under their supervision. They are a real asset to the practice.

Caring doctors who actually listen to you

Excellent medical practice. All the clinicians I've encountered are genuinely caring and compassionate. One particular clinician especially goes above and beyond, demonstrating real empathy which is refreshing to find, and another was wonderful when treating my family members. I feel very fortunate to have access to such high-quality care, with appointments readily available and thoughtful follow-up support provided.

Reception team made me feel welcome

I have come across numerous unfavourable reviews regarding this practice. However, I can genuinely say that the reception team, nursing staff, healthcare assistants and clinical staff are all excellent. I have never experienced any issues and have consistently found them to be helpful, cheerful and exceptionally pleasant. I would therefore encourage people to disregard the lowest-rated reviews and allow this team to continue with the outstanding work they deliver. Thank you to the practice. 👏

Mixed experiences with varying doctor attitudes

There are some really good younger members of the medical team at the surgery but unfortunately some of the more experienced doctors can come across as rather dismissive and appear to lack empathy. In particular, one senior clinician seemed disengaged during my appointment and gave the impression of simply going through the motions. This was disappointing.

Felt unheard and dismissed during appointment

I had a disappointing appointment today. The clinician's manner was quite abrupt and I felt they could have been more reassuring during our consultation. I would hope that patients requiring urgent care receive a more supportive approach.

Same-day appointments made booking easy

I relocated to this practice approximately a year ago after leaving another local surgery that was quite poor. This surgery has proven to be extremely helpful, and I have consistently been able to obtain appointments when needed. The clinical staff have been fantastic, and the reception team are lovely and very friendly.

Easy to book appointments at this surgery

I have been a patient at this practice for a few months now and have found it to be excellent. Booking appointments is straightforward and convenient, and the team members are wonderful to work with.

Receptionists made booking straightforward and friendly

Outstanding care and the front desk team consistently demonstrate a welcoming and supportive manner. Feel fortunate to be registered with this practice.

Felt truly listened to and cared for

I'm not someone who typically leaves reviews, but I feel this practice genuinely warrants recognition. I experience significant anxiety around medical settings due to a difficult past experience, which makes me quite apprehensive about healthcare appointments. A couple of weeks ago, my daughter became very unwell and was struggling to communicate or move. Her condition worsened after bedtime, so I contacted 111 for guidance. They indicated over the phone that nothing appeared obviously concerning, but my instincts told me something wasn't right, so I took her to A&E. We faced a lengthy wait of over seven hours after arriving at midnight, and the only treatment provided was paracetamol, which we had already been administering. I felt quite judged by the hospital team, but I made the difficult choice to bring her home to rest and visit the surgery the following morning. When I arrived, I was overwhelmed with tears from exhaustion and worry, but the clinician showed tremendous empathy, composure and genuine understanding. This made me emotional again because they truly listened to my concerns, prescribed the appropriate medication, and even followed up with a call later that day to ensure the treatment was working effectively. This practice has supported me in ways I cannot fully express, and they demonstrate genuine care for their patients' overall wellbeing, both emotionally and physically. I want to note this isn't criticism of 111 or the broader NHS—I understand how stretched and under-resourced services can be. It's simply that I struggle in hospital environments.

Quick appointments and genuinely welcoming staff

I believe this practice is excellent. I have consistently been able to secure appointments promptly, and the entire team demonstrates a warm, considerate and responsive approach. The clinical staff in particular have shown exceptional dedication through their time, patience and supportive care. I feel very fortunate to have access to such a high-quality local practice with such dedicated healthcare professionals.

Online registration made the process straightforward

Recently joined Lightwater Surgery and found the registration process very straightforward, completing all necessary paperwork online without any hassle. Received a helpful call from the practice to discuss my child's specific healthcare requirements as a new patient, and was offered numerous appointment options to choose from. When I rang early this morning requesting a same-day appointment, I was able to be seen within just over an hour by a knowledgeable clinician who demonstrated genuine warmth, empathy and a helpful approach. Overall, extremely pleased with the experience so far!