"Terrible Service"

I work an hour away so I am on the road when you have to call the surgery to book an appt, so it is inevitable that one is going to lose signal and have to keep calling back, however in general there are extremely long wait times on the phone and then all appts are gone. I had a appt with a physician who after call said she would arrange an appt with a doctor as the advise passed on by my own doctor was not acceptable. I received a iron infusion a while a go due to my body not absorbing iron and advised by consultant I would probably need another one in the future. Blood test last Nov showed very low levels of ferritin (though I was not advised till recent appt with physician) identifying I would need an infusion (if my file had been read) I receive a prescription for iron tablets. The Physician advised as my haemoglobin was ok maybe I didn't need an infusion, I advised her that it was ok last time, she checked and said oh yes. I ask to go back on HRT and advise passed on from my doctor was no, you can go on an anti depressants !! just wow. I receive a text for telephone appt, I call and wait forever to advise the receptionist I was to have a face to face, you can't was the response, you have to be triaged first, I have I responded. I asked for the doctor to be emailed to advise as told by the physician, chased twice. Still nothing, my telephone appt is next week. Had an appt on the 10th for B12 told by receptionist I was a no show, I showed her my text showing the time of appt and she said, you were a no show. I said my appt is in 10 mins, no it was changed, I was not aware, no apology just blamed the nurse. I have been at this surgery since it was opened. Absolutely appalling service, the staff need customer service training and should remember that patients maybe in a vulnerable place and kindness and manners go a long way. I sent an email last year to the practice manager, no response. I asked that the practice manage call me last year, nothing, I asked to speak to her or an email address recently so I could let her know how I had been treated. You will have to make a complaint came the reply. So seeing the responses on here to say we are sorry, if you could contact the practice manager is laughable. I have even written to the Partners and still no response.. I appreciate that you are all under enormous amount of pressure, however there are things that you can do to make it better for your patients and your staff.