"Nightmare practice "

Firstly, it is absolutely impossible to get through to speak to someone when you call in. The lines are on hold for at least 50 minutes every single time you call in, without fail, even if you call in right in the morning. 

The reception staff and even some of the doctors you finally get to speak to completely lack basic manners and professionalism. They are rude, condescending and insensitive. It's as if the staff in the practice have not received any training on even basic telephone etiquette.

I could even understand their behaviour if it was over a general appointment or something of less importance, but my elderly mother is in the process of being diagnosed for Motor Neurone Disease and had been referred to a hospital in Sheffield for further tests. The hospital sent a letter rejecting the referral to the Gp, over two months ago and the Gp had absolutely no decency to let the patient know that this was the case. The hospital has clearly said that the letter explains the reason of refusal and that the Gp should have notified us as they themselves cannot discuss these matters.

The Gp in charge of my mother's health must know very well how serious and sensitive the topic of Motor Neurone Disease is and what helplessness families that are dealing with patients with Motor Neurone Disease must be going through. 

When a patient refuses to receive treatment from a practice and would much rather prefer changing their Gp, it suggests just how terrible the service is being provided.