"Level of service"

I have been a patient at CRS for a number of years and have experienced on many occasions, reception staff who have treated me and, I've witnessed other patients with a lack of care not befitting the NHS. I understand the need to be efficient in such a role but it is clear that there is a lack of professionalism in this particular role. Example 1 The penultimate time I visited was because I couldn't get through to the surgery on the phone, after nearly 40mins of trying, my daughter who was passing the surgery called in on my behalf to find nobody behind reception with the phone ringing constantly. she then after waiting by the main reception area for 2 or 3 mins was addressed by a member of reception staff who asked her to come round to the hatchlike reception area, at that time two other reception staff appeared and one eventually answered the phone. There had been confusion on a couple of items on my repeat prescription, my daughter was told that I would have to make an appointment with a GP to resolve the issue, this simply wasn't necessary as I have a copy of a letter from a Walsgrave Consultant sent to CRS discussing the need for these particular medicines to be put on repeat. I subsequently visited a GP and these lines were indeed added to my repeat, Example 2 I now like a lot of patients order my prescriptions on line through "Pharmacy2U" which I find to be convenient and efficient however if there are any changes whatsoever to anything on my repeat prescription there is always a failure with CRS liaison with them, It being December and therefore a holiday period I was prompted by an email from Pharmacy2U to order my repeat early which I did. They in turn notified me that they'd received said prescription from CRS and confirmed the lines ordered although for some reason Metformin had been taken off the prescription and some eye drops that I hadn't ordered had been added. Once again I tried phoning CRS, once again no reply. i am not only Diabetic but suffer Arthritis too. Of late I had been suffering considerable pain in my shoulder so I thought it wise to call in at the surgery to make an appointment to see a doctor in the hope that he would administer a Cortisone injection whilst sorting out this latest error on my repeat. I stood in the reception area for a good 3-4 minutes with no other patients visible. Eventually a receptionist came ( I noticed that once again the phone was ringing whilst two other reception staff appeared to be deep in conversation behind the rippled glass panel, eventually whilst the first receptionist dealt with me, one of them answered the phone). The person dealing with me was apologetic but suggested that the error on my repeat was probably caused by Pharmacy2U which after subsequent phoned e call and emails proved not to be the case, it was CRS with yet another error. I was told that I could not get an appointment with the doctor for 4 weeks, he would be holding a clinic on 14th January. Painful Christmas, thanks