"Service has steadily declined from excellent to..."

I have been a patient at this practice for 38 years. I moved slightly out of area some years ago and my longstanding GP (now no longer at Fairfax) agreed that I could remain on the practice list.

Recently I rang to make an appointment for a blood pressure check. I was greeted immediately with 'you're not in our area , you'll need to find a new GP'. I explained the existing arrangement but this was ignored and I was given my BP appointment. I assumed that was the end of the matter , until a couple of days later when I received a letter from NHS England telling me that I was being taken off the practice list in 4 weeks time.

Shortly afterwards , but within the 4 weeks notice to quit that I'd been given , I needed to order a repeat prescription and tried to access the online system. All my details had disappeared and I was unable to order online.

i am very disappointed with the customer service I have received from Fairfax. After 38 years with the practice I thought I would be treated as more than just a number. It's seems that with the advent of CCGs and bigger practices , numbers and money come before patient-centred service.

Whilst clinical care from Fairfax doctors and nurses has been good , customer service seems to be a long forgotten concept. I'm a huge supporter of the NHS but I have to say that there is a widespread failure , both at Fairfax and more widely , to understand that it is there to provide the customer service for which we pay as well as the good clinical care which we usually receive.

I hope that this review will be accepted in a positive way and so help to flag up this failing and ensure that patients receive improved customer service in the future.