"Unable to make an appointment by phone or even in person"

I completely understand how Covid has affected the NHS and they do an amazing job. However, Red Lion surgery receptionist have treated me in the most rude, least understanding way I've ever experienced. I get told to call the GP at 0800 as the hospital has found something on a recent CT scan, as you can imagine all sorts are going through your mind as to what it is, especially after suffering for 12 months already!

I started calling reception at 07.59 through to 08.15 constantly engaged, so I walked to the surgery. As I suspected the receptionist was chatting to a friend and I called another 5 times to see if the phone was off the hook.

I explained the situation and was told they couldn’t make an appointment at the window, I needed to call! I replied, I have dozens of times but no one answers and even when I’m looking through the reception window! 

I said there was a responsibility and duty of care to answer the phone. People do not call the surgery for a chat, we call because we are unwell or to try and get clarification of what’s been found on our scans. I believe they need some training on people skills and customer service as I feel they have shown none.

This isn’t the first time this has happened and other members of the household have also experienced rudeness and unhelpfulness. I will eventually leave this practice, not because of the doctors as I have confidence in them, but purely due to my experience of reception staff.