Lightwater Surgery

Difficult to get through on the phone

This practice does not appear to be particularly welcoming or accommodating to patients.

Nursing staff helpful, appointment system frustrating

Our family has encountered a range of experiences at this practice, with varying levels of satisfaction across different interactions. The clinical nursing team has consistently provided excellent care. However, both the medical practitioners and front desk personnel have delivered inconsistent service at times. The booking system for appointments has occasionally proven frustrating to navigate.

Same-day appointments only fills up quickly

If you are able to secure an appointment and receive a consultation, this practice could be satisfactory. However, the inability to book in advance may present challenges. Should you have a flexible schedule, this surgery might be appropriate for your needs. Appointments are only available for same-day booking and typically become fully booked by mid-morning. This approach does mean the practice maintains no waiting list, which appears to be a priority for them.

Impossible to book an afternoon appointment

It is extremely difficult to secure an appointment at this practice. Those who are employed and require late afternoon slots will find this particularly challenging. The reception team came across as unhelpful and discourteous, lacking in understanding and compassion.

Automated booking system needs improvement

Excellent practice with outstanding clinical staff! The automated appointment booking system, however, leaves much to be desired.

Quick appointment booking made easy

I was able to secure an appointment very promptly. When I called in the morning, the receptionist was accommodating and offered me a same-day slot within a couple of hours. The clinical team and support staff demonstrated helpfulness throughout my visit and appeared genuinely friendly. I'm pleased to have relocated to this practice.

Easy booking and appointments run on time

I've consistently been impressed with our local surgery and my most recent appointment along with the subsequent follow-up exceeded what I anticipated. Booking appointments is straightforward, the service operates punctually and all clinical and support staff members demonstrate helpfulness, friendliness and professionalism throughout.

Impossible to book and unfriendly reception

It is difficult to secure an appointment at this practice, and the reception team's manner could be more welcoming.

Phone consultation felt dismissive and disrespectful

I recently received a telephone call in response to my request for a mild anxiety medication, as I was experiencing significant worry before an upcoming medical procedure. The clinician who called was dismissive and characterised my request as immature. When I asked respectfully whether they had just referred to me in that manner, they confirmed they had and became increasingly hostile. I expressed that I found their comment hurtful and indicated I would lodge a formal complaint. They responded by encouraging me to proceed. My regular healthcare provider has consistently treated me with respect and professionalism throughout our long-standing relationship. I am deeply disappointed that a qualified medical professional would communicate with a patient in this way.

Efficient automated booking made scheduling easy

Excellent practice with genuinely supportive clinical and administrative staff. The team operates with efficiency and professionalism throughout. The online appointment booking system is particularly convenient and user-friendly.

Easy to book appointments with minimal waiting

There are consistently available appointment slots with a good range of practitioners to choose from. Waiting times are typically minimal. However, the telephone lines tend to be quite congested during the early morning period.