"poor service, serious concerns about surgery..."

Thank you for your feedback on the Practice, we always appreciate the opportunity to review your experience and our processes. I am sorry you feel unsatisfied with the service you have received. I would like to provide you with some information to assist you in the future. In relation to appointments, our receptionist are trained to ensure that your need is seen but the most appropriate clinician, which isn't always a GP, we have a multi disciplinary team who all have various specialist areas. However I do agree this should have been made clear to you and we can reiterate that within the Patient Services team. We are encouraging all our patient to switch to online prescribing in order to be more efficient and reduce paperwork within the Practice (as the whole NHS are doing), which in turn we hope will reduce the very issue you raise around processing paper and human involvement. Our GP's prescribe according to their skills and experience and are not always the best placed person to commence certain medication and that the specialist requesting the prescription should actually commence the medication to ensure the does is correct and the patient is stable on the medication first. Unfortunately once the expectation has been raised that we will prescribe we then have to work with the patient to manages their expectation, this should have been discussed with you so that you can understand why something is not being prescribed. In relation to our site, we have recently been upgrading it, and are working on certain elements, one of which is the ability to submit forms to provide feedback to us, however currently if you ask any member of the team, they would have provided you with the process of how to complain. If you would like to make contact with the Practice Manager to discuss your complaint further, please do email admin.mmp@nhs.net to request either a call or a meeting.