"The processes don't work "

I placed an order for a repeat prescription online (as you are told to do). I received an email acknowledging receipt. Days later the pharmacist still hadn't received the prescription. I called the surgery (there were over 30 people ahead of me in the telephone queue so it took ages to get through!). The receptionist said my repeat prescription had fallen through the system - I would need to raise another request so have now been days without medication. Unfortunately this isn't the first time it has happened- previously I was left for months without diabetes medication as without informing me they had changed the name of the medication I was to receive so wouldn't issue the original one. They would not let me speak to a GP to try and resolve matters- said they are not dealing with medication anymore to go to the pharmacist who said I needed to go back to the GP. I went round in circles for weeks- all the time without medication for my diabetes. I did send in a formal complaint to the practice manager which over two months later they haven't even acknowledged.

The system is broken and they won't fix it. I have done everything you are meant to do but it still doesn't work and they wont acknowledge the problems. I haven't seen a Dr for over 18 months and have had real problems getting medication but the surgery hasn't been able to help me put things right. It is like they are in denial. This used to be an amazing surgery I just don't know what has gone wrong.