"Deeply Disappointed by Unprofessional Response"

I recently visited A&E with a serious bladder issue and was discharged with a catheter and clear instructions to urgently follow up with my GP. I contacted Longrove Surgery the next morning and was told I’d receive a call back from the on-call GP.

Instead, I received a call from a receptionist who informed me that the GP would not be speaking to me and that there was nothing they could do. I attempted to explain my symptoms, but I was cut off repeatedly. The receptionist became aggressive, raised her voice, and spoke to me in a condescending manner, calling me "madam" in a tone that felt highly dismissive and unkind. She refused to take a message for the GP or allow me to clarify my situation. when i asked her about the complaint process, she said, you need to write and then cut the line off.

I was left distressed, unsupported, and still in a concerning physical state with no medical guidance. This is not how any patient should be treated, especially during a health crisis. I understand pressures on NHS services, but basic respect and a willingness to listen are not optional.

I sincerely hope the practice reflects on this and improves the way it communicates with vulnerable patients seeking help.