"Highgrove Surgery has gone from bad to worse!"

Attached is my review over a year ago for Highgrove Surgery. Unfortunately since then, the surgery has become worse. Right the way through from reception staff to the GPs. Everyone in this surgery needs to acknowledge and learn that they are DEALING with HUMAN BEINGS! Not objects but real people with feelings and emotions. NHS also needs to acknowledge the same. The whole notice board is plastered with cancel your appointment if you're going to be late or won't turn up. They've even gone on to penalise repeat offenders who turn up late for their appointments. And I understand all that as it is a necessary deterrent. My question is how is the surgery penalised for making patients wait over 30 mins for their appointments and when the patient finally gets to see their GP, they are practically chased out the room before the 10 minutes appointment time hits. Since the surgery makes my toddler and I wait on every appointment, what facilities do you have to entertain the kids? Zero! You have nothing! To top it off the reception staff look absolutely miserable and very horrible in the way they talk and treat patient! Absolutely appalling. I've filled up many of those feedback form that comes through the post from NHS and do I see any of my recommendations and suggestions implemented? No of course not. Due to the terms for this website doesn't allow names to be used. There are two people who are absolute gems in this place, one person is

general practitioner and the other person is part of the non-medical staff. Trying to get an appointment with this particular is so difficult that one would have better luck drawing blood out of a stone; however, when one gets an appointment, this doctor is the most understanding and knowledgeable GP there is. Although the other member of staff who isn't part of the medically trained team, this person excercising compassion and understanding, which is not only a rarity at this surgery with the other staff but it is also seems like a foreign concept to them as majority of that staff are absolutely atrocious. Rest of the staff need serious training in how to deal with patients and yes this includes the so called doctors who are tactless, inconsiderate and no compassion (with the exception of one Dr.). People at reception need to learn how to talk to people, especially on the phone. They are absolutely atrocious! Reception staff need to learn to smile and actually try and help the patients of the surgery and not just sit behind your computer screens and stare into space. I've been experiencing this for nearly a decade now and considering to leave them but most of the other surgeries within my postcode and their incatchment area are also poor too. So us patients have got nowhere decent to go. That's how the NHS has messed up the system trying to save money