The Light Surgery
SM
Shine M. one year ago • From Google
Bad
I underwent an absolutely traumatic encounter with this medical practice on 03/12/2024, and I feel obligated to detail my horrifying experience. I arrived at the surgery battling severe chest infections and persistent asthma attacks spanning two weeks. After booking through Patchs and arriving early, I consulted with a trainee Advanced Clinical Nurse Practitioner, Edita, and her supervisor. The comprehensive 30-35 minute appointment included an extensive 15-minute physical examination, resulting in a diagnosis of "exacerbation of asthma with severe chest infections." They recommended antibiotics, steroids, and inhalers, assuring me prescriptions would be ready within 15 minutes. Despite being ALONE, breathless and wheezing, I waited 40 minutes before checking the pharmacy, only to discover no prescriptions had been processed. Contacting reception, Sarah placed me on hold for seven minutes before the call abruptly ended. Upon redialing, she claimed my entire consultation was unrecorded in their system, leaving me utterly stunned. Struggling to breathe, I walked back to the surgery, so visibly distressed that strangers asked if I needed help. During this time, I learned Edita hadn't updated my records, causing complete administrative chaos. They promised to send prescriptions within 15 minutes, by which time it was 11:30 AM—nearly two hours after my original 9:30 AM appointment. The pharmacy staff were visibly concerned about my condition, immediately providing an emergency inhaler and helping me recover. After 2.5 hours, prescriptions finally arrived—minus the inhalers! Boots Trinity Pharmacy's incredible staff heroically provided emergency inhalers, preventing another exhausting trip. I subsequently called to request the missing inhaler prescriptions. Sarah answered, becoming defensive when I mentioned the previous disconnected calls, emphatically declaring she'd "never hung up on a patient." The call disconnected again, with her subsequently calling back and completely sidestepping my concerns about the communication breakdown. This experience was absolutely nightmarish. The profound negligence, communication failures, and total lack of urgency potentially endangered my life. The practice's staff appeared completely indifferent to the potentially fatal consequences of their incompetence. I will NEVER return and cannot recommend this surgery to anyone—not even my worst enemies. The sole positive was Boots Pharmacy's compassionate staff, who genuinely cared about my wellbeing. AVOID THIS GP PRACTICE AT ALL COSTS!!!!!
Matthew F.