"Terrible practice, rude receptionist and no…"

I am writing to formally express my dissatisfaction with the service and management at your practice, which I believe has fallen far below acceptable standards.

Firstly, I have consistently encountered unprofessionalism from the reception staff. Their ability to communicate effectively with patients is severely lacking, and it’s clear that they require additional training to handle customer service appropriately.

Moreover, I have tried to reach out to the practice manager, on multiple occasions concerning the inadequate treatment I have received. Regrettably, I have never received a return call. Each time, I was forced to visit the practice in person, only to be left waiting for over 45 minutes on three separate occasions, only to be told each time that the manager was unavailable due to being on a call or in a meeting. This pattern of behaviour is unacceptable for someone in a managerial position who should be addressing patient concerns and supporting her staff.

The entire system in place at the practice does not function well and is not practical for patients like me, who lead busy lives. I am frustrated by the time I have wasted trying to resolve these issues without any progress. Despite making a formal complaint, I have yet to receive any response.

Additionally, today I received a phone call at 8:25am to cancel my face-to-face appointment scheduled for 8:50am, while I was already en route. This is incredibly frustrating. Afterward, when I attempted to reschedule, I was informed that it could not be done. Furthermore, after visiting the practice for an emergency appointment booking on Monday, 3rd Feb, I was informed that my appointment would be scheduled for two weeks later (Friday, 14th Feb), without a specific time, which adds to my frustration given my medical conditions. The ambiguity and lack of clarity about appointment scheduling are unacceptable, especially for sensitive health issues.

Given these experiences, I will be leaving the practice. The combination of inexperienced administrative staff, an unreachable practice manager, and inadequate care from the doctors reflects a serious lack of competence in managing this practice.

Cecilio