"Additional training or reception staff required"

I joined the practice a little over a year ago as I had moved to the area. I have a number of issues which I mainly manage at home, on line or with over the counter products as I fully appreciate the NHS are overworked and overstretched... however on the occasions I do need to speak to a GP I can very rarely get an appointment when needed... the telephone system is beyond funny...I start calling from a minute or so before the line opens and within ten seconds of them opening I am told that I am caller number 18?? Seriously? 20 minutes later the numbers recede.. I get to number 2 and then it goes back up to number 3....then down to number 2...then up to number 3...really?....that’s if I am really lucky... if I am unlucky, I get told all appointments are taken, I can call back the following day or call 111... who, given my medical history will send me to A&E to wait for hours to be told like a naughty child that I should have seen my GP for additional medication...whilst all this is happening, the pain I am experiencing is increasing and so is my stress and anxiety levels...

The ladies on the counter also need to have a little extra training on how to be a “people’s” person... some of them really believe they have a power over the patient and treat the patient with little to no respect, yet all around the surgery are signs stating that abusive behaviour bad language etc will not be tolerated by staff and action will be taken if a patient /visitor is a little over loud because of their frustration at having to wait way past their appointment slots with no communication from staff...I could go on, but I’m hopeful you have the gist that something really needs to be done....I do not feel welcome at your surgery and as such I probably ignore ailments that need treating because of this, but due to the catchment area, I have very little choice.