"could be a lot better"

I have been with this practice for almost four years following a change of address which removed me from the catchment of our previous surgery. It has always had its negatives, the doctors come and go, there is always difficulty getting through but the majority of the reception staff are always pleasant, sympathetic and accommodating, which is why we have stayed. There was a period of time when it looked like it was improving all round, doctors were regular, there were more nurse appointments. At this point I requested a letter for a legal matter, I didn’t feel optimistic my request would be met but was surprised. A date to collect was arranged for the following week and the letter satisfactory. I had reason to request a new letter more recently. I waited weeks, paid more and feel the person writing should have a better knowledge of grammar in that ‘brought’ and ‘bought’ have completely different meanings. Again we are back to temp doctors and nurse, the practice used to open late now there is not even one night where it holds late appointment slots, perfect if, like me you work in the city. Staff on reception agree some changes have not been for the best, the fact they no longer respond to these reviews is concerning as they did have a great rapport with patients previously, it would be nice if that was back