"Such a shame"

This has be my surgery for many years and I have always been happy with the service it has provided, but over the last year or so it has gone off the rails... I have known the staff for many years and they have all changed you can never get an appointment and they all seem very stressed, the management hide away upstairs and never have time to deal with you it always seems like you are a problem if you request to speak to them either on the phone or face to face they are always busy or don’t ring you back all though they say they will, so you have to ring again and get more excuses in a meeting I recon your receptionist could right a book on excuses......sorry but you are supplying a public service and that means dealing with the public. I work in customer services and this is a very demanding job trying to please people, but your staff seem run off their feet always busy never have time to be patient focused it’s always rush rush rush is this because you just can’t cope as a practice do you have to many patients and not enough staff. I don’t know how those girls in that office can even hear anything cause most of the time I can’t hear them as the phone is constantly ringing over me or the door is open and I have to speak up and air my problems to everyone sitting in the waiting area....The doctor is never available so you have to see a strange Dr ....and one at this surgery is very very rude should not be dealing with people who are ill. what happened to the patient Dr relationship not at this surgery, it’s like just come in if you have too we will fob you off and please don’t bother us in the future. Please as my local surgery start to show some attention to the standards you offer your patients we both need each other and as for you reception staff as I work in this line of work I feel for you everytime I come in it’s always you that get the bad press but I’m sure you are not running the poor show. Please get a grip on it the only people who seem to have time for you at this surgery are the nurses.