"Very poor admin services"

One particular doctor has never liked my mother and the feeling is entirely mutual, however, she has been with Bousfield since she was a child.

She is now 76 and takes comfort in familiar surroundings, so she stays with the practice, as is her choice.

In the last week, she has requested a GP visit (she has pneumonia) and the receptionist forgot to tell the doctor.

After some six hours, we contacted the surgery and were told that the doctor was busy with other patients, but they would ring us back.

Becoming concerned, we rang them again, only to be advised by the receptionist (with presumably very little medical experience), to take her to the hospital! We insisted that having waited over six hours, we would still appreciate the home visit.

The locum came and was fabulous - she knew mum was scared and very ill and dealt with her in a very professional manner.

Mum was soothed by her and trusted her advice.

This week, mum had to put a repeat in, one item was for painkillers that mum has been taking for over thirty years and upon which her body depends (also extremely addictive with severe consequences from withdrawal).

Instead of this item, they gave her eye drops.

Mum was panicking and having no faith in the admin staff, called up.

She can barely speak because of the pneumonia, but was told that she could get the items yesterday afternoon (the same day).

When my sister went to pick up the script, the surgery was closed all afternoon for training.

THE RECEPTIONIST MUST HAVE BEEN AWARE OF THIS DURING THE CALL..

Mum is supposed to be having a booked appointment this afternoon and is DREADING it.

I am a very fair minded person and whilst mum can come across as being belligerent, she is also a very ill, scared, old aged pensioner and she herself feels as though there will be repercussions for her health if this poor level of service continues.

I need for the admin staff to be more understanding- even if they dislike a patient - and to offer to them the same level of service and duty of care that they offer to the rest of thir clients.