The Light Surgery Reviews Summary

Appointment Booking

Pros:

• "Yesterday I called in the morning asking for an urgent appointment, I was given one on the same day at a time of convenience."
• "I've managed to get my appointment in two weeks (needed particular time), all done online."
• "I only had a good experience. Managed to get an apt every time I called, 3-4 times in 2 years (but of course you have to wait on the line, or call the next day)."
• "Making appointments and checking in is easy and even though you need to book appointments in advance they're easy to fit into a busy work schedule."
• "Just recently I called on a Monday morning for appointment and I was given one for same day."
• "The receptionist that called me to arrange an appointment off the back of my e-consult was very polite and friendly, and managed to get me in for an appointment the same day which I was very grateful for."
• "I had a really positive experience here. Rang up on the morning - admittedly I did have to wait a while to get through, but this is normal - and got an appointment the same day."

Cons:

• "Always difficult getting an appointment."
• "It's always been tough but they did their best, now it's impossible to book an appointment or speak to anyone."
• "They never answer the phone easily and you have to stay behind the line for hours."
• "Been ringing for an appointment since 8am they finally decided to answer the phone at 8 47am! Then they had no appointments left."
• "Can never get an appointment for less than 2wks even when we ring early morning as told."
• "Total lottery to book an appointment, have repeatedly try on the phone at 8am to hear an engaged tone, be hung up on and then the expected 'no appointment today, try at 8am tomorrow'."
• "Been trying to get an appointment for an overdue smear test and could NEVER get through to the surgery."

Staff Professionalism

Pros:

• "Receptionist was friendly."
• "The lady with whom I had appointment was very considerate and nice."
• "All members of staff I've met or spoken to have always been polite and professional."
• "The receptionist are always kind, caring and supportive when you ring about any issues."
• "Dr Elias and Taylor are amazing, kind and concerned about patient well-being, they not only do their jobs, but go that extra mile in addition to their rule."
• "The staff have always been fantastic, with exceptional quality care."
• "The staff are lovely and the doctors are efficient and caring."

Cons:

• "No one seems to communicate with one another and no body seems bothered about the poor service they are providing."
• "You'll definitely experience medical negligence here."
• "Absolutely ridiculous attitude towards patients. I was trying to ring multiple times but nobody is answering the phone."
• "Incompetent, rude, utterly lackadaisical."
• "The reception staff are extremely rude."
• "The admin staff/receptionists are rude."
• "Reception service is always rude."

Communication & Service

Pros:

• "Would just like to say how great the staff have been helping me get an appointment and answering my emails over the last few months."
• "The reception staff are helpful in scheduling appointments and dealing with follow ups."
• "The receptionists have been nice and have squeezed me in today when I know they're pretty busy."
• "The e-consult service has been great, I've had very quick responses through using that service and I can't fault it."
• "I’ve had multiple appointments at this surgery in the last few months, I have found all the staff (doctors, nurses, receptionists) to be professional, friendly and helpful."
• "The reception team in particular are very kind, caring and efficient."
• "I continue to be amazed and ever so grateful for the no-cost NHS medical help available to all of us."

Cons:

• "It is impossible to see a doctor."
• "They never answer the phone easily and you have to stay behind the line for hours."
• "Appalling customer service, impossible to get through to book an appointment."
• "The surgery is financially focussed rather than patient focussed."
• "The worst health care experience out there - you cannot get through to their reception team."
• "But my god the reception staff, do you ever answer the phone?!! It's appalling service."
• "The Light is let down by its extremely poor ability to communicate with patients."