Lightwater Surgery

Same day appointments made all the difference

Absolutely brilliant practice. First rate professionalism and kindness shown to our family member who we recently registered here after having a difficult experience elsewhere that had been tolerated for quite some time. You are able to see and speak with a clinician on the same day. I cannot speak highly enough of this practice and all the staff who work there. Thank you.

Long phone waits and frustrating booking policies

I've been waiting on hold for half an hour only to be informed that I'm unable to schedule an appointment for my daughter without her explicit consent. This seems unreasonable to me, as she is my daughter. Given that she is employed full-time and has limited availability to spend time on phone calls making appointments, I believe the practice should reconsider their approach to this policy, as it appears impractical.

Busy practice with efficient appointment booking options

An exceptionally busy yet well-organised practice. The facility has several consultation areas and additional services available on-site. Appointments can be obtained by calling in the morning, though availability tends to improve if you ring again in the afternoon. There is also the option to book through the online system, though it is advisable to access this early to secure a slot.

Quick appointment with minimal waiting time

Brief and straightforward appointment

Easy to get same-day appointments here

This practice is absolutely brilliant and operates exceptionally well. Appointments are typically available on the same day, which is really convenient. The entire team is wonderful and provides excellent care. I hear many negative experiences from friends who attend other local surgeries, so I feel very fortunate to have selected this practice when relocating to the area. Thank you

Receptionist's tone made booking calls harder

Yes, the NHS are understaffed. Yes, your receptionists have to handle a lot of calls in the morning, which appears to be a consequence of the difficulty in booking appointments in advance. Yes, you're still referencing pandemic-related challenges, however it doesn't require much effort for receptionists to communicate kindly, does it? One receptionist's manner of speaking to me is particularly frustrating. Perhaps customer service training could be beneficial? The responses are consistently the same, and this individual seems to approach interactions with a certain attitude that could benefit from adjustment. I wish I could identify this person specifically so as not to reflect this experience onto the entire team.

Impossible to book appointments in advance

Disappointing Experience Since recent times, it has become extremely difficult to secure an appointment, whether attempting to book in person or through online channels, which appears to be ineffective. When interacting with reception staff, either in person or by telephone, there is a sense that they would prefer patients to seek care elsewhere. This raises questions about whether it might be time to consider an alternative practice. If the service is genuinely stretched, it seems reasonable to expect additional staffing resources to be put in place. It is concerning that appointments can only be arranged on the same day, and even then only if availability permits. This approach to scheduling feels unsatisfactory.

Same-day appointments if you ring before ten

I consider myself fortunate to be a patient at this practice. I'm aware of numerous individuals at other surgeries who struggle to secure appointments, often waiting days or weeks for availability. In my experience, I've consistently been able to obtain an appointment the same day I need one. While I may find myself further back in the telephone queue, provided I call before 10am, I've reliably been able to see a clinician or have a telephone consultation with a medical professional. I feel genuinely blessed by this level of access and have nothing but positive things to say about the clinical and administrative team here.

Same day appointments beat long waiting times

Having relocated to this area from another part of the country, I have found the local surgery to be excellent. The ability to secure same-day appointments is particularly impressive compared to my previous experience elsewhere, and the clinical staff have consistently demonstrated helpfulness. Regarding demeanor, while I recognise that some may find interactions occasionally curt, it is worth considering the considerable pressures facing the NHS and general practice more broadly in recent times. The combination of sustained resource constraints, increased local population demand, and recent public health challenges creates a demanding environment. It is understandable that service delivery may occasionally reflect these systemic strains. Overall, this is a valuable service provided at no cost, and I am genuinely grateful for the care available.

Friendly reception staff made the visit pleasant

An excellent medical practice.

Dismissive attitude made me feel unheard

A clinician at this practice. Unacceptable attitude, very rude, abrupt and shows no empathy or patience to listen. I feel this approach is unsuitable for the profession. I've been registered with the practice for over 10 years and every time I've had an appointment with this clinician it's been the same experience. I believe a change is needed. There appear to be multiple concerns raised about this clinician in reviews here, and I hope these are taken seriously. A change would be welcome.

Caring reception team and attentive doctors

Outstanding medical professionals regardless of who you consult with, paired with a reception team that demonstrates genuine concern for patients. The commitment to serving the local community is commendable and truly valued.

Reception staff were dismissive and unhelpful

I'm relieved to have moved away from this practice, and I completely understand the concerns raised by other patients. The behaviour displayed by certain clinicians went well beyond what I would consider acceptable. My recommendation would be to seek care at an alternative surgery.

Email requests met with dismissive responses

I submitted a request for some documents via email while I was away from the country. The responses I received were quite brief and unhelpful, providing only limited information that didn't address my needs. I tried to ask for further clarification about what they had provided and whether additional support was available, but my follow-up queries went unanswered. Subsequently, my account was closed automatically. I found the communication approach to be rather dismissive and unhelpful. If they were unable to assist, a courteous explanation would have been appreciated. The interaction felt somewhat condescending and unprofessional. It was disappointing. As a result, I have decided not to continue as a patient and I would caution others in the area against registering with this practice.

Reception staff attitudes need improvement

Based on previous comments about the front desk experience, I must concur that it falls short of acceptable standards. The approach taken by staff members is disappointing, and I would suggest that customer service training could help raise the overall quality of care at this practice. When you are unwell, the last thing you need is to encounter an unhelpful attitude. Healthcare is important and patients deserve to be treated with appropriate respect and consideration.

Phone queue frustration didn't resolve my issue

The receptionist experience has been disappointing. Despite the automated system suggesting high competency levels, my repeated attempts to reach the practice over an extended period have not yielded clear results. There appears to be a lack of clarity in how calls are being handled.

Helpful staff made me feel genuinely cared for

The entire medical team and reception staff demonstrate genuine helpfulness and compassion in their approach. Their continued dedication to patient care is much appreciated.

Quick appointments and helpful reception staff

Excellent surgery. Have nothing but positive comments to say about it. Very friendly, polite and professional clinical and reception staff. I have had no problem ever booking an appointment for a time I want or getting a repeat prescription. An acquaintance of mine rang up this morning and got an appointment shortly after. The patient access app linked to the surgery is extremely useful. I don't recognise some of the negative reviews given on other platforms. For a more accurate informed view I would suggest patients join the local community Facebook group where they will see many positive comments about this surgery. We are lucky to have it.

Reception staff were dismissive and unhelpful

The reception team provided a disappointing experience, lacking warmth and understanding in their interactions.

One doctor was rude and abrupt

Most of the clinicians at this practice are lovely, though I did encounter one who came across as quite rude and abrupt. I felt their bedside manner could benefit from some improvement.