"Usually very good, however.."

I have been going to this surgery for a number of years and have on the whole been very happy. However, I called the surgery up on Monday to query whether a condition I had been diagnosed with over 8 months ago, makes me eligible for the covid vaccine under group 6. I was told by the receptionist that no such condition is on my records. I have been taking prescribed medication for the condition since July and the receptionist made me feel like I am a liar. She then said she would check and call me back..which she did after 3 days. I queried something else regarding my medication and why it isn’t under ‘regular medication’ and I felt as though she was dismissive both times just trying to rush me off the phone. I was very calm and polite throughout.

I understand completely that the NHS is under a lot of pressure, however the fact that my condition was not on my records, and the dismissive attitude of the receptionist was unacceptable.

The practice website states regarding complaints:

‘ please ask for, or write to, the Practice Manager.’ however, there is no email address or address given! I will not ring and be put on hold for 10 minutes!