"surgery has declined in the last year"

I have been with the surgery 10 years and had no issue sprior to this year. In March I requested an urgent appointment regarding a lump in my breast and was offered an appointment at Blaydon walk in Centre, when I attended no appointment was on the system. Subsequently rang surgery to ask to speak to the receptionist I made the appointment with but was informed she was not available and the surgery was closing for staff training. Gentleman I spoke to looked on the system and could not find an appointment, I advised I was going to make a complaint. I later received a phone call asking “if I’d forgot my appointment at Grange Road” I felt the follow up phone call was an attempt to omit blame for the appointment not being on the system. I was seen 2 days later and referred to the hospital and diagnosed with breast cancer.

As part of chemotherapy treatment I need bloods taken 1-2 days before chemotherapy. I made an appointment for bloods but received a call approximately 2 weeks before my appointment date advising that my appointment had to be cancelled as the person who takes bloods was going to be off for some time. I was offered an alternative appointment a week in advance of chemotherapy. I advised that this was not possible as the blood needs to be taken 1-2 days before chemotherapy and offered to attend an appointment at a partner surgery. I was then offered and appointment 6 days prior to chemotherapy despite having already informed the receptionist that the appointment had to be 1-2 days before my chemotherapy treatment. I subsequently had to attend the hospital to have my blood taken as the surgery could not accommodate. The third issue I have had is the oncology nurse contacted the surgery requesting a same day prescription for special mouth washes as my mouth is heavily ulcerated making eating difficult. The receptionist gave her personal surgery email address to the nurse to email the request to (which she did prior to 11am) however the receptionist left the surgery for the day at 12:30pm without initiating the prescription request. I rang at 2pm to see if the prescription was ready and was advised a request had not been made. Having verified with the hospital that the request had been made I rang the surgery back and was asked to get the nurse to resubmit the request by telephone. Between 3:30pm and 3:50pm I telephoned the surgery 49 times before getting through and was informed they hadn’t received an email, I advised that they’d asked the nurse to telephone however it is unlikely she had been able to get through as I had redialed 49 times. When I became upset and teary as I was frustrated, in pain and had been unable to eat for 24 hours I was told I’d receive a phone call from the nurse practitioner at 4:00pm. At 5:15pm I had not received a call and telephoned the surgery and spoke to the nurse practitioner who organised my prescription however due to