"The service standard needs looking at and a better booking system needs addressing"

I have been a patient of the same GP for approx 20yrs. I have had a back condition which resulted from an Industrial Injury back in 1996, so have had a regular visit pattern using my GP.

I have always found my GP to be quite good in his position and diagnosis. Recently I have noticed that the whole booking and appointment process for the practice to be a complete shambles. Several times I have tried to make an appointment but have been met with either no booking available or told to try on another day. The most recent time I phoned at 8am but did not actually get through til 8.40am. Again I was told there were no appointments and my GP was on holiday so his workload was being addressed by another GP. I asked to see the other GP but was told he would only see me after a call-back where he would decide if I could have an appointment after talking to me to see what my concern was?

I find this completely unacceptable. If I feel the need to visit my GP, it is because I have a concern that require's attention and not a chat over the phone. Also, if this is your as it is now common procedure, I believe there is a distinct failure in the duty of care whereby patient's are being put at risk without a realistic opportunity of actually seeing their GP. The service standard needs looking at and a better booking system needs addressing.