"Truly shocking service"

I booked an appointment via the online service to follow up problems I had been having hoping to get a resolution. I had a dreadful time with Highcroft surgery in September with in correct information in relation to results from tests I had and samples being put into the incorrect bottles and trying to give me results for tests I had not even had. After lodging a complaint and hoping the service from this practice I recieved was a one off and talking to the assistant practice manager I really hoped things had changed but unfortunately it is as bad as ever.

My appointment this week was 17.10 I saw the Gp at 18.40 no apology from the GP or any staff. We were not given any explanation as to what or why we were late I like others went to reception to ask to be told he was running an hour late when actually it was nearer 2 hours. The receptionist said she had forgotten to update the digital board to inform patients and to fair to the receptionist she was close to tears and admitted it was her last day this Friday and couldn’t wait to leave. I tried to explain one dear old lady had been waiting 2 hours and was clearly unwell there was no compassion at all and surprise suprise the practice manager wasn’t in or anyone senior to speak to. One lady waiting had to go and put money in the car park machine as she thought two hours would be enough.

I have to have further tests but am already worried that they will either not communicate to get me an appointment or when they do loose them as I have totally lost confidence with this surgery. I very rarely visit the GP but have genuine concerns and as a registered healthcare professional I know when I need to see GP and when I don’t but the service is appalling and very worrying. There are fundamental problems that need addressing and management need to start to listen or act because the reputation of this GP practice is unfortunately dwindling fast.