"Poor care and failings"

I have been with my GP practice for 6 months now.

I usually don't like to leave negative feedback, however in this instance, this wasn't just one bad experience. Myself and my daughter have been denied access to health care when unwell on more than a few occasions. I really worry about the practice's attitude towards their duty of care and their quality of clinical care. Here are my experiences with the practice.

1. The reception service is poor and lacking consistency with medical signposting and advice. With the exception of one receptionist, the patient facing attitudes of administration staff have been dismissive, abrasive and lacking empathy. When trying to book an appointment, reception can be argumentative and combative. The practice uses the reception as a triage service, (not with a medical practitioner) the administration staff then decide based on the information provided if you need to see a GP. 

2. Despite calling to book an appointment on at least 7/8 occassions (for ongoing health conditions) I've seen the doctor only once. I am always told there are no available appointments and to call back in a week. When I do, there are no appointments and I need to call back on another day.

3. On the one occassion that I managed to see a doctor (an emergency appointment as I could no longer manage my pain), this experience was dismissive. The doctor did not introduce themselves. Or even look away from the computer screen. I came in with a very worrying issue. No observations were taken. No investigative questions were asked and I was in for a total of 4 minutes.

4. After this appointment I had a medical emergency and had to have acute clinical care in hospital. This was regarding the issue I went to speak to the doctor about. Without this care, I was informed I could have lost my eyesight, amongst other serious complications.

5. This week, despite checking NHS guidelines that stated "for temperatures over 39°c please see GP" I was told I could not have an appointment for my toddler and to consult a pharmacist. Even after I stated to the receptionist that I had already followed NHS advice (i.e using Calpol to bring down a fever).

The pharmacist was in shock and disbelief that my daughter was denied an initial appointment. They (quite understandably) told me they could not do anything and referred me back to the practice to ensure I spoke with a practitioner. This seems to be a common issue after I stated what practice I was with, and the pharmacist told me that they find it very unfair that they keep doing this. I called back and was finally given a phone appointment and prescription for my daughter.