"Dissapointed with lack of communication."

I'm writing this review in regards to treatment concerning my mother who has been a patient at Lawrence House Surgery for over 10 years.

My elderly mother suffers from a number of ailments that the surgery has previously been very helpful with, particularly concerning her medications and trialling her on different types until the right fit was found.

Dr Beyzade was also very helpful and professional in referring my mother straight to the hospital when her blood pressure was dangerously high.

More recently however, I am/we are having some issues with the surgery.

At my mother's last appointment she was seen almost an hour after her appointment time. After realising that patients in the waiting room to see the same doctor at later times were being seen first, we decided to ask reception... We asked three times and we're told "you're next". Eventually my mother had to literally walk in and tell the Doctor who said "it's reception's fault, I didn't know you were here".

On another occasion I called to make an appointment with a particular doctor and specified his name. I received an appointment reminder sms message for another doctor. When I called reception to clarify, they were incredibly rude and blamed the mistake on me. But that's fine, I can deal with occasional rudeness.

On another occasion my mother received a text message to collect a form for a blood and urine test. I went myself to collect this and was told by reception that they had not texted (again in a very rude/disdainful manner). I had to show them my mother's text message and wait for them to print out the form.

When I was called in another time to collect a diabetes care plan... The exact same thing happened again.

More recently my mother was sent for a scan after suffering from lower back pain. Her doctor called her in and informed her she had kidney stones.

Today she had an appointment with another doctor as the pain has been getting worse. This doctor explained that there was absolutely no record of her having kidney stones and she did not see it necessary to consult the other doctor to see if this was or was not the case.

I've read the reviews here and on Google and whilst I appreciate that this is a particularly difficult time for the NHS, it seems clear that there are some problems particularly with reception that need to be addressed. A 2.5 rating here and 30 out of 55 reviews on Google being below 2 stars indicates that my concerns are not unfounded and often echoed.

We transferred to this surgery many years ago after receiving dangerous care from a previous surgery. Whilst some of LHS responses reccommend registering somewhere else, I do not want to do this. LHS is convenient to get to with my mother's mobility issues and I pay enough taxes to expect to be afforded a reasonable service and care from any health care provider. The onus is on you to improve, not me.

I will write you a more detailed letter soon and hope we can discuss this.