"Organisational Mess"

I have been a patient of Malling Health for quite some time and even then they were a mess when it came to keeping to times, being able to pre-book appointments and basic customer service (even though they are a GP surgery we are still customers). Since the changeover there has been no organisation whatsoever. Knowing that staff are going on Annual Leave and not having enough cover to administer basic health care service. There telephone systems working intermittently (which cannot be helped I know) but before this it would take ages to get through, if you could even get through, when you are in the surgery the queues are long and doctors never call you through on time and are usually around 20 minutes late minimum. The service that we get as patients here are appalling. I do have to say that there are some members of staff on the reception that are really nice and helpful and you can see the stress that they are under. Its all to do with management and how poor it is! I am awaiting a call back so lets see how that goes before I decide to move surgeries.