"Admin staff rude & biased "

My Blood/cervical scan tests results needed communicating to the IVF clinic (I have gone through this experience once with similar problems - my bloods needed to be taken 3times as each time someone forgot that one test that was needed).

Having had a terrible experience in the past, I checked a dozen times with the clinic and confirmed with the nurse the process of the tests and I was told it would be sent directly to the clinic. As I was anxious, I checked if the tests had been sent as the IVF clinic were not proceeding with me despite my cycle.

Over a month had passed and the admin staff kept telling me that the secretary will action sending the test results to the IVF Clinic, I even gave them the email which I was shocked they needed from me given they must have at some point communicated with them? When asked about a timeline they said they could'nt tell when the sect will action it. I kept telling them that I will miss my cycle and the test results are already out as on my repeated requests they have been sent to me, however they need an Agresso login which I don't have as I don't work for the NHS, neither could the Fertility clinic access them (whom I fwded the email).

End result, no one took responsibility of sending the results, I missed the cycle and there is still no clarity on when the results will be sent (or ever they will). When I was upset over the phone I was told to keep my emotions over check when speaking to staff (as I said 'what the hell' is going on). When I asked about Diversity and Inclusiveness within the practice (non-clinical staff) I was told it was too confidential to disclose. When I asked to speak to a Practice Manager, I was told she will call me when she can but it cannot be today as it is not a priority (which I can understand given Covid but it would still be useful to know if it will happen this week or next month). Basically after a month of follow up, nothing has come out of it and I am told to keep my emotions under check as complaining to admin staff is not tolerated in the practice. So I have really no where to go and no one to go to and my entire life depends upon an admin staff's mood to send that one email.

PS: Nurses and Drs in this practice are lovely and deserve the praise.