"Practice needs better management."

I have been with this practice group since 1990 and have also seen it go from being exceptionally good to exceptionally bad. Your are unable to get through on the telephone, the "new" answering service seems to be overwhelmed. After days getting through all "appintments" are full. You are asked to call again in the morning and so the whole sage starts again. Prior to Covid I resolved to go to the surgery to book an appintment only to find a considerable queue at 0830 in the morning, when it got to my turn I was told all appointments were gone, when I suggested the receptionist answer the telephone while I waited, I was told "we are not ALLOWED" t answer the telephone whilst there are patients at the desk (St Cloumb Road surgery). After a hip operation I had to have an appointment to check/remove the stitches - they were not all removed and I had to take 3 out myself afterwards. Following this incident I made an official complaint and the "practice managers'" response was that "all their procedures had been adhered to" but I could escalate the complaint if I wanted - my intention was not to get anyone in trouble, but to prevent it happening again. At the start of Covid I managed to burn myself quite badly and at this time the nurses, with whom I was able to book/see independently and RCH Treliske were just brilliant. The nurses and doctors are great if you can get to see one of them. A good practice manager could sort out this easily. Instead the reviews will bring the practice down if things are allowed to continue. Meanwhile we are going to jump ship to a more considerate and better managed practice.