"sad, disappointed, let down"

I don’t want to leave this review because I greatly value the NHS and know how strained the system is. This is not personal, not aimed at anyone in particular. But this GP surgery is failing, and I'm not sure whose fault it is.

I have a long-term health condition that requires regular monitoring and tests. It is difficult to get an appointment that is not a 5 min phone call which when you have an IBD is not always the kind of appointment you need.

Not once has anything been straightforward. You have to push for every little thing and the attitude of the reception is such that I always feel guilty for having bothered them at all, as if my life itself is an inconvenience. Everything is triaged, which adds more barriers between you and your care, a 'new system recommended by (now defunct) NHS England'.

I was diagnosed with another health condition in February and expected a follow-up with my doctor within the month to chat about it. A month passed without this, so I sent a message asking about the referral and was told that they hadn’t even received the information. I panicked because it seemed a sensitive document with years of medical history was missing. Upon investigation, the referral service said they had emailed it to my doctor - we found out that the GP email address had been changed, and the system hadn’t been updated. Alarmed, I emailed the practice since months had passed by now.

Yes, I was frustrated/upset when I wrote the email, but I don't think I was impolite. I have re-read it and it's clear I was panicked. I apologise if it seemed rude, I was simply advocating for myself, worried it had taken so long. Response from reception: 'we appreciate your frustrations but this is not a medical emergency and will be dealt with within a realistic timescale.'

I got my ECG but no doctor. Asked for appt, denied. I was told, 'hopefully an appointment will come up soon,' (direct quote from message received from the reception team) which is vague and not helpful.

To add to this, I received an update telling me about a potential heart issue from the ECG, which was added on the app by way of an upload of data for me to read with no further explanation. When I left that appointment I wasn't even aware anything was wrong. I rang this morning to ask for a followup and the reception said, there's no note of any cardiac issues on your file. Not sure what to say to this other than 'yes, there, is, since this information is on my health record hence why I could see it, why else would I call?'. If the NHS is so keen for patients to use the app, it would be prudent to ensure the NHS is using it properly themselves.

I really didn’t want to write this, because I cannot express how much the NHS has helped me in the past - especially the doctors at this practice. I don't want to go private. I don't want to make a formal complaint. But lately I feel incredibly let down and this cannot continue. I'm sorry, and thanks for your time in reading this.