The Light Surgery - Leeds

Shine M.

I had an incredibly distressing experience with this GP practice on 03/12/2024, and I feel compelled to share my ordeal. I went to the surgery suffering from severe chest infections and recurrent asthma attacks that had persisted for two weeks. I booked my appointment through Patchs and arrived 15 minutes early. During my appointment, I saw a trainee Advanced Clinical Nurse Practitioner, Edita, and her supervisor. The whole appointment took around 30-35 minutes and they even performed a thorough 15-minute physical examination, including having me remove my top, and diagnosed me with "exacerbation of asthma with severe chest infections." I informed them I was almost out of my emergency inhaler (blue) as well. They told me that I need to start some antibiotics, steroids, and inhalers. They assured me prescriptions would be ready at the pharmacy in 15 minutes.

Despite being ALONE, severely short of breath and wheezing, I waited 40 minutes before going to the pharmacy, only to be told no prescriptions had come through. I contacted the GP reception, where Sarah answered. After explaining my situation, she placed me on hold for seven minutes, and then the call disconnected. I called back, and Sarah informed me that my visit, consultation, and prescriptions - NOTHING - were not recorded in their system. I was in complete shock. After trying to clarify, the call disconnected again.

I began walking back to the GP surgery, gasping for air and visibly struggling, to the point where passer-by were asking if I was okay. During this time, I called the GP again and was informed that Edita hadn’t updated my records, causing the issue. They promised to send the prescriptions in the next 15 minutes and instructed me to return to the pharmacy. By now, it was 11:30 AM—nearly two hours after my 9:30 AM appointment.

When I arrived at the pharmacy, the pharmacists were alarmed by my condition. They immediately provided me with an emergency inhaler and asked me to sit and recover. Finally, after 2.5 hours, the prescriptions arrived—except for the inhalers! The amazing staff at Boots Trinity Pharmacy provided the inhalers on an emergency basis to save me another trip back to the Surgery.

Even then, I had to call the GP again to ask them to send the missing inhaler prescriptions. Sarah answered once more. I calmly explained the situation and requested the prescriptions, but she raised her voice, defensively claiming she hadn’t hung up on me earlier. In fact, she told me she 'never hung up on any of her patients in her entire career'. Well, OK!!! Shortly after, the call disconnected yet again. She called back to inform me that the prescriptions had finally been sent COMPLETELY IGNORING my question why the call got disconnected again.

This experience was harrowing. The negligence, miscommunication, and lack of urgency almost cost me my life. The staff at this GP practice seem entirely unbothered by the consequences of their inaction. I will never return here and cannot in good conscience recommend this surgery to anyone, NOT EVEN TO MY ENEMIES. The only silver lining was the compassionate staff at Boots Pharmacy, who went above and beyond to ensure I was okay.

Avoid this GP practice at all costs!!!!!

Sanelisiwe M.

Very rude and full of lies about to book an appointment. For example I have as told if I need a same day appointment I need to ring in the morning. I did this morning as I was unwell. Then was told to book online. I explained to her if I could book online i wouldn’t be calling this morning. I ended up at the emergency department This morning due to the light medical staff not booking me an appointment In the morning

peeyush K. R.

On the 18th December,  I visited Surgery
Lots of blood tests were recommended and done on the 18th. But many test results like Calcium-Bone Profile, Liver Function Tests and Urea and Electrolytes have not yet come after three weeks and whenever I ask Nurses at reception there is no proper answer. Nots sure if these were misplaced or what.

On 31st December I consulted Dr Owais Hassan and was highly unsatisfied with his consultation.
He was in a hurry , and did not give proper time and analysis for reports nor paid heed to the criticality.
I am having severe pain in my stomach and intestine but he recommended taking paracetamol & iBrufen which further aggravated the pain. I would never again would like to get consulted by him.

Already gave feedback on [email protected] 5 days before but there has been no action or response. Highly Unprofessional.

Khushboo R.

Was able to get appointments quickly but they lack in diagnosis. They came back for a blood test report work after more than a month. Despite of numerous appointments, they were not able to diagnose which deteriorated my health.
Therefore, I had to reach out to Private Healthcare.

Joni A. M.

Lack of empathy and situational intelligence.

I had an appointment for my child. I arrived 15 minutes late after arriving to the location on time (at 9:02 am to be exact) as in the complex it is in “The Light” there is lack of signage and also a completely different elevator which takes you to floors where the office is not located…..I wasted several minutes going up and down in it until I walked further and discovered the other elevator to the upper balcony floor. There was no staff in the lobby area to assist and no signs present. I am also new to the UK and this would have been our first visit. I am a medical doctor from Jamaica who has relocated to the UK with my family for two years.

After explaining all of this to the receptionist I was told by route “oh, you’ve been marked as absent you’ll have to reschedule “, they did not listen to what I had to say or acknowledge that I actually arrived on time but was late due to the difficulty in finding the office in the location. No attempt was made to see if we could still be accommodated.

I have no intention of returning to your service and hope I do not have to interact with your team in the future

Carolyn

I'd be lying if I said that visiting the doctors was my all time favourite activity, but in general, the team at the Light both receptionists and practitioners make it as painless as possible, showing kindness, empathy, good listening and practical solutions. I generally go in with apprehension and anxiety and the team work to ensure that I'm in a psychologically much better state when I walk out of the door - Thank you!

We all know that the NHS and GP's are way overstretched but I've found that showing vulnerability, patience and humility, remembering that we are all humans at the end of the day, helps for a a better doctor/patient experience.

Suzy M.

Been here for 6 years and always had very good care. If I am poorly I am confident I can rely on this GP practice. There is always prompt and compassionate care. Also phone appts and online consult forms have reduced waiting times. Thank you

Samia A.

Updated on14th March24:

I have been with this surgery since 2017, and I must say, *Sara* and * Georgia* have consistently provided exceptional care. They are incredibly kind, cooperative, and genuinely attentive to the needs of patients. Their dedication to ensuring a positive experience is commendable.

Old feedback:
In 2017, I registered with this GP, and since then, my experience has been excellent. I’ve noticed significant improvements over time, and the staff, particularly Sara, has been incredibly kind and always greets me with a beautiful smile. Sara even went above and beyond by trying to accommodate an appointment for my mother on the same day once she knew about her case. The light truly is my favourite GP.

However, I had a negative encounter with an unprofessional and racist receptionist back in 2017, and unfortunately, I’ve encountered her again recently. I hope to avoid interacting with her and will request to speak with another receptionist if necessary, just as I did when I had an appointment with a rude doctor.