"Absolutely horrible service from admin staff-..."

I was shocked to see this practice has such a high rating.

I have been supported in the past in my health issues but in the last few weeks I have had a very difficult time with their receptionists who are badly trained.

I feel very let down by a system (NHS) that I work for.

I had a test (with an external provider) and could not get my results.

I chased it with the receptionists on two different days and they kept saying call back.

I called the service that completed the test, they assured me they sent it twice and would send it a third time to Charlton House Medical.

The external service were efficient in my testing so I do not believe they were at fault in delivering the results to the GP.

In any case, I was never called with the results and it was a major test that could have had a serious result.

I was not helped other than to be told that the result was 'fine' by Admin staff.

This is totally inappropriate and the GP should have called me.

I understand they tried to placate me with an answer but a GP should have handled this directly.

I then had to book in two telephone GP appointments and never received a call on the assigned days. When I called to query it I was told the doctor tried to call me which is completely untrue as I waited on two separate days and no one called both times.

I was made to feel the wrong party when I was being wronged.

Why would added anxiety for a result help anyone's health?

I was told by a receptionist that my result would be waiting for me on reception (after getting GP approval to let me have a copy) and I went in to collect it and they could not locate it. The subject was soon changed to 'Do you want an appointment?" and that was appropriate as my health issue is still occurring but when I asked for an appointment at a different time than was offered I was asked if I wanted to register for online appointment booking.

Sounds great, but when I got home without the result or an appointment and I logged on I only had three days of options (despite the site saying it offers up to two weeks of appointments.

I called the practice to ask why is this and was told to keep checking for other dates.

I was also told during my call that 'I came in for an appointment' when I originally just went in to collect a copy of my report which I still was not given. They twist words to their convenience.

Currently I am unable to book an appointment convenient to me. This does not follow NHS England guidance.

I asked on more than one occasion to speak to the practice manager and was told 'he was busy' and to write a complaint so here we are.

I will be writing to the Haringay CCG and CQC to highlight the issues in this practice.

I had the test over a month ago and still no result.

It seems to me that this admin team is not managed well and they certainly do not work as a team with clinicians or feel a responsibility to provide good care other than to pacify patients.

It's just unacceptable!!!