"Very rude receptionists and poor communication "

Serious symptoms ignored- passing blood in stool, spend a whole 4 weeks unable to obtain stool sample results from the surgery, only to be told sample had been lost and this was blamed on the courier. Receptionist was extremely rude and unhelpful, told us the doctor would call us back same day but he didn’t. Telephoned the following day and after several attempts, spoke to another receptionist who said the doctor had made a comment on the individual record for stool sample to be repeated. Asked how we were supposed to know since no one had telephoned us to provide this information, receptionist thought that was funny and again made a rude comment. Asked to speak to the manager with intend to make a formal complaint, was told that manager does not speak to anyone? Insisted and was told doctor would phone us which he eventually did. After what seemed to be a forced apology with support for the receptionist, the doctor said they would print new request forms to be picked up from reception and to book a double appointment to see him after. Also told to go and register with another GP practice if unsatisfied with service provided. Not given information about the complaints procedure which should always be made available. Anyway, 2 weeks later, still no new sample request forms available in reception and receptionist said no forms had been either ordered on record or printed? Symptoms could very well be bowel cancer and it is close to 2 months with no real investigations made for this. Having been with this practice for almost 19 yrs and also not being regular surgery attenders, we are quite disappointed with this encounter. We had every faith in this practice and our previous encounters have been quite satisfactory. We cannot believe the level of care we have received and the excuses provided in support of the rudeness of the receptionists. Being busy is by no means an excuse for rudeness or being unhelpful. Receptionist did not know anything and answered “I don’t know” to every question. May I kindly suggest you employ someone who knows something and is able to provide some kind of information when required. As we were not given the option to a complaints procedure and told the “manager does not speak to anyone” we were left with no option but to raise our dissatisfaction on this platform. We are surprised to see that there are comments on this platform where certain individuals were given the opportunity to address their grievances with the practice manager whereas we were told that never happens. We are left wondering what criteria is used to award practice users a hearing with the manager? We are very keen to have an answer for this so we can know what we need to do to be able to have our complaint addressed face to face with the practice manager ?