"Terrible reception staff"

I’ve had many bad experiences with the receptionist at the harbour medical practice but none quite as bad as today!

I phoned on behalf of my husband who had been on antibiotics for a week for an abscess and was told if after a week it hadn’t gone to get a letter for gp to go to hospital same day to have it treated( as have done before)

Telephoned explained to receptionist she said that the doctor would call me back today, it got to 5:30pm and we still hadn’t heard back so I call to check what was happening to be told we weren’t on the call back list and they had no record of my telephone call! I asked why they hadn’t put us ont he list like they said and her response was “the receptionist must have got distracted and forgot to log it down” I said that this was totally unacceptable as we had been waiting for there call before we could go to hospital to have it treated her respose to this was to now go to a and e or “call an ambulance”

I asked who I can put a complaint in to about this and was told to write a letter to the practice manager! When we can the doctors surgery it’s because we have a health problem and require help, it’s bad enough that they “forgot” to add us to the list but to have her so rude has made me very upset and uncomfortable about going back. The last thing anyone needs when they are ill is an argument with the receptionist who have failed to do there job properly!

I shall be writing a complaint to the manager and doctor but also wanted people to hear my experience. I shall be moving surgery’s as soon as possible and will be advising anyone who asks not to join there. It’s a shame the reception staff are so inadequate as my experience with the actual doctors have always been very good.