"The overall service level is unacceptable"

I have had a consistently poor experience with this surgery, which appears to be badly managed. There is a chronic lack of permanent staff, with a heavy reliance on locum doctors to cover absences. As a result, continuity of care is non-existent, and it's impossible to see the same doctor more than once.

The members of staff on reception I have encountered often come across as rude and dismissive. Rather than offering support, they seem focused on fobbing patients off. Surgery processes are not explained, leading to confusion and frustration—often because the staff themselves don’t seem to fully understand them.

Appointments are rarely on time. Patients are left waiting up to an hour or more without any updates. On one occasion, my elderly mother was made to wait for over an hour, only to be turned away without being seen. Telephone consultations are given as vague time slots, making them unworkable for those with jobs or other responsibilities.

Doctors seem under immense pressure, rushing patients through with timers on their desks. There is no time to review history properly or assess complex cases. Locums are left to make quick decisions based on limited information, which I feel compromises care.

The overall service level is unacceptable. Communication is poor, empathy is lacking, and critical things like prescriptions fall through the cracks—I was left crying in pain waiting for one that had been forgotten.

Having been registered with various surgeries over the years, I can honestly say this one is the worst by far.