"Contradictory Answers and Very Poor Customer…"

We have a number of experiences that have left us now looking to transfer to another surgery. Our recent experience has left us feeling that patients are expected to 'take it or leave it'.

Just a couple of recent experiences here.

1) Constant changeover of GP so we are left wondering who are GP is. Little effort to communicate this so how is a patient to build a relationship with their GP.

2) Administrative failings in handling processing of FP92A resulting in form Beng submitted to NHS without first being passed to GP for signing leaving it dangerously close to lapsing. Original form was sent 6 weeks before expiry but now repeat effort needed after three weeks lost due to surgery error. Patient and household having to self isolate because about to undergo surgery for CHD as naturally concerned.

3) Telephone appointment made but no record of GP calling patient at the arranged time. (phone checked for incoming call audit trail but no record). Patient waited for call for 1+ hour window either side but no call (line was tested and definitely receiving incoming calls). Then a SMS message received after the arranged afternoon time from GP stating that they tried to call in the morning (but why when the appointment was for 2pm in afternoon?) Then when patient called surgery to ask what happened and why had the GP apparently called in the morning (though no record of any call throughout the day). Surgery receptionist replied that GP had tried twice and was too busy now to deal with patient. And stated that patient would have to try again tomorrow. No explanation of why GP sent message that they 'called' in the "morning" (have a copy of the SMS) and no explanation of why no effort was made to call at 2pm when the appointment was actually recorded and booked for.

Please, you tell us. Is this the quality of service considered 'normal'?

Have been with this surgery since a child, but have become more disillusioned over the decades.