The Light Surgery

Terrible digital system ruins patient experience completely

Their setup is absolutely maddening, with a near-fanatical commitment to a digital booking platform called Patchs that is fundamentally dysfunctional. They forcefully mandate Patchs as the sole method for scheduling doctor consultations, categorically rejecting any alternative appointment approaches. I'd be entirely unsurprised to discover that someone within the organization is personally profiting from this deeply flawed Patchs system.

Solid phone with reliable communication skills

Clear signal strength and prompt functionality

Fantastic medical practice with caring and responsive staff

I switched to this medical practice following a disastrous encounter with a previous clinic. The staff have consistently demonstrated exceptional helpfulness and support, promptly addressing every concern and request I've raised. While booking appointments with Patchs can occasionally be tricky, I can assure you it's far more complicated at alternative practices where availability might be severely limited for extended periods.

Frustrating healthcare experience with poor communication

Scheduling an appointment here is an absolute ordeal. After finally securing a slot, I was advised to schedule a follow-up, but when I attempted to do so, they dismissed my request despite ongoing symptoms. Now I'm forced to wait another full day before I can even attempt to book another consultation.

Terrible booking system leaves patients feeling helpless

Scheduling an appointment has become an incredibly arduous process, and it's extremely aggravating. The front desk staff seem completely powerless to assist with booking, leaving patients feeling utterly helpless. The entire system is far from user-friendly, and I'm thoroughly disheartened by the experience.

Worst medical service ever terrible experience

Getting medical assistance at this place is like waiting for a miracle. I'm compelled to shell out £24 monthly for medication that should cost £9.99, all because the staff are incompetent, unpleasant, and unprofessional. Steer clear of this healthcare nightmare at any price.

Terrible healthcare access destroying patient health and trust

Critically inadequate healthcare access - major red flags. I've encountered numerous problematic issues at this medical practice that have directly compromised my health and personal welfare: 1. Booking appointments has become virtually impossible. What was previously challenging has now deteriorated dramatically. Patients are funneled into a restrictive online platform (Patches) with an absurdly narrow daily window of just one hour (8–9am). Calling outside these hours might result in inconvenient weekend slots, otherwise you're redirected back to Patches. This approach is fundamentally non-patient friendly. Technology should enhance appointment accessibility, not create additional bureaucratic hurdles. 2. Prescription requests were completely disregarded. I submitted critical repeat prescriptions (for medication that cannot be safely interrupted), including essential preventer inhalers, through their existing online portal - which appeared fully operational. Despite receiving submission confirmations, nothing was processed. I was left without vital medication for extended periods and forced to arrange emergency pharmaceutical interventions. No communication was provided about system changes or discontinuation. 3. Scheduled telephone consultations consistently failed to materialize. I repeatedly awaited promised calls that never occurred, with appointments mysteriously marked as "communication unsuccessful." My contact details have been verified as accurate, with no missed call evidence on my end. 4. Serious capacity and resource management concerns. The practice appears overwhelmingly overextended - potentially accepting more patients than can be responsibly managed. The current system seems deliberately designed to discourage patient engagement. This standard of healthcare is completely unacceptable. GP access represents a fundamental NHS service, and patients deserve functional systems, not digital obstacles, communication failures, and medication delays.

Terrible service and impossible to book appointment

The medical practice is completely ridiculous. I rang them at 8am hoping to schedule an appointment, but was directed to use their online platform called patches. I'm unable to book an appointment through the system and now find myself in the queue at number 14. It's an utterly absurd and incompetent healthcare service.

Exceptional medical care through years of compassionate service

I have been a patient at this surgery for nearly 12 years. As an older woman, my health concerns and medical needs have grown over time. In EVERY instance requiring medical assistance, I have consistently received professional, prompt, and appropriate care. The staff—from receptionists to doctors to practice managers—have demonstrated extraordinary compassion, patience, and empathy. I have complete trust in each of them and have always felt respected. During the pandemic, I experienced some potentially serious symptoms. Despite the immense pressure on medical personnel in our remarkable NHS, the care, professional guidance, and attention remained unchanged. I continued to feel secure, knowing I was in capable hands. The only circumstance that would prompt me to leave One Medicare would be relocating from my current area. I remain continuously amazed and profoundly grateful for the free NHS medical support available to everyone. I want to be clear that I am not an NHS employee, nor do I have personal connections to the staff at One Medicare. I am simply sharing my 12-year patient experience. I acknowledge that others might have had different encounters. I recognize that no individual or organization is flawless. However, for me, this has been a consistently compassionate, dedicated, and professional practice that deserves understanding and support, particularly during this challenging pandemic. I trust they are genuinely committed to providing the best possible medical care.

Frustrating customer service at medical practice

Customer service could seriously use an improvement! I've just concluded a phone conversation with a front desk employee who displayed a complete lack of professionalism and courtesy. Her demeanor was abrupt and dismissive, which only compounded my existing frustration with the arduous process of scheduling a GP appointment that actually fits into my already packed daily routine. This interaction serves as yet another stark illustration of the fundamental systemic issues plaguing the United Kingdom's healthcare system!

Terrible dermatology clinic with zero customer service

Repeatedly, I've encountered a frustrating experience with this clinic. Booking an appointment has been incredibly challenging, with staff consistently claiming no available slots. The reception personnel are extremely discourteous. When the dermatologist instructed me to provide a blood sample, I arrived only to have a staff member tell me to wait, and after 15 minutes, they informed me they had no openings for the day. This scenario has been recurring. Attempting to book an appointment by phone or online yields the same unhelpful response of "sorry, no availability." I tried booking through an online patch but received no response, forcing me to call. The staff demonstrates zero understanding of patient urgency. Moreover, if a patient arrives even a minute late, they immediately suggest alternative time slots. One particular staff member is especially rude and unhelpful. The overall customer service is completely unacceptable and makes accessing medical care incredibly difficult.

Unprofessional reception nearly ruined our medical visit

We arrived precisely at 15:24 for my daughter's 15:30 dermatology appointment, yet receptionist Emily immediately marked us as late. When I highlighted that we were actually on time, she promised to rectify the error. Moments later, my daughter received a notification stating she had missed her appointment and might be removed from the clinic's patient list. Upon returning to inquire, Emily appeared bewildered and advised us to disregard the message, insisting she merely logs arrivals and has no connection to the dermatology clinic. When the appropriate receptionist finally arrived, she investigated and discovered Emily had incorrectly checked in a different patient—my daughter remained erroneously marked as absent in the system. Emily offered no apology and proceeded to ignore us completely. Fortunately, the dermatology receptionist was exceptionally accommodating and successfully arranged for us to see the doctor. We are truly appreciative of her assistance and Dr. Goyal's willingness to see us despite the administrative chaos. While errors are understandable, healthcare environments demand professionalism, accountability, and basic human decency.

Frustrating gp practice with confusing appointment system

The medical staff at this practice seem caring, but the overall patient experience is deeply frustrating. Scheduling a consultation feels like navigating an unnecessarily complex maze. It genuinely appears the surgery is deliberately creating barriers for patients seeking medical care. What should be straightforward tasks, like securing an appointment, become incredibly challenging. The guidance provided is inconsistent and confusing: initially, patients are instructed to call early in the morning, but after enduring lengthy phone queues, you're then redirected to an online pre-consultation platform called PATCHS. However, on PATCHS, the surgery invariably claims they've reached their daily patient capacity, forcing you to postpone until the next day. This cycle of confusion has repeated multiple times, with each interaction presenting contradictory instructions about how to successfully connect with a GP.

Terrible doctors with zero medical competence

The general practitioners at this surgery are subpar. I've arrived with multiple health concerns and consistently left without any meaningful resolution. Their approach is overwhelmingly dismissive and discourteous. While perhaps one or two doctors might be marginally competent, the majority are genuinely terrible. Their diagnostic skills are remarkably poor, demonstrating a significant knowledge deficit. I will acknowledge that the reception staff are pleasant and professional. Throughout my interactions with the surgery, I was always punctual for appointments, yet routinely found myself waiting in the lobby for over 15 minutes. During one particularly frustrating encounter, I arrived 5 minutes late due to severe traffic congestion, and the doctor fixated on my tardiness, essentially transforming the entire consultation into a critique of my punctuality. This occurred during an appointment regarding chronic hives, and his response was laughably inadequate - suggesting the marks were from "leaning on a desk" was absurdly dismissive. Weeks later, I was completely covered in hives, experiencing intense discomfort, and they still couldn't provide a proper diagnosis or appropriate treatment. In other instances, they repeatedly prescribed random antibiotics, which ultimately created additional health complications without addressing my original medical issue. Registering with this surgery is pointless; they're incapable of resolving anything beyond the most basic health concerns that could easily be researched online.

Worst purchase ever, saved my life somehow

Oh my goodness

Terrible service led to unnecessary emergency room visit

Extremely discourteous and deceitful when attempting to schedule a consultation. Case in point: I was informed that for a same-day slot, I must call early. Following those instructions, I phoned this morning feeling unwell. Instead, I was redirected to book online. When I clarified that if online booking were possible, I wouldn't be calling, the staff member remained unhelpful. Ultimately, I was forced to visit the emergency room this morning due to the medical team's complete lack of assistance in securing a timely appointment.

Exceptional service with a warm smile

Extremely courteous and highly competent.

Compassionate care during a hectic medical visit

Despite the hectic nature of the day, Dr. Karen Kamba took a moment to provide a thorough explanation and demonstrated genuine compassion and empathy. I want to express my gratitude to the doctor and her entire team for their exceptional care and attention.

Delayed test results and poor doctor consultation

On 18th December, I went to the Surgery Numerous blood tests were conducted as recommended. However, after three weeks, critical test results like Calcium-Bone Profile, Liver Function Tests, and Urea and Electrolytes remain pending. Upon inquiring with the reception nurses, I receive no clear explanation. I'm uncertain whether these tests have been misplaced or lost. On 31st December, my consultation with Dr Owais Hassan was extremely disappointing. He appeared rushed, providing minimal time and superficial analysis of my reports, seemingly disregarding their importance. Despite experiencing intense stomach and intestinal pain, he casually suggested paracetamol and ibuprofen, which actually intensified my discomfort. I am resolute in never seeking his medical advice again. I submitted detailed feedback to [email protected] five days ago, yet have received absolutely no response or acknowledgment. The level of unprofessionalism is truly shocking.

Terrible service from unhelpful front desk staff

Staff at the front desk were unresponsive and unhelpful, providing minimal assistance when guests required support or information.