"Lack of patient care"

I would make a complaint or an official complaints system, but as I cannot find one I am leaving a review.

I've had a number of bad or inconsistent experiences with this practice from a customer care perspective although it's the first time I've left feedback. If you are lucky enough to get an appointment then usually it is a telephone appointment and then you will be lucky still if that actually happens.

I was supposed to have a telephone appointment on 11/4/25 at a time of between 9am to 12:30pm. I finally received a call at 13:37pm. Given my phone was right in front of me, I stopped what I was doing an answered promptly after about 2 rings. The call connected but then the caller hung up on me. I didn't receive another call back as I know the practice has a policy of only calling you once (even though it can take about 3 weeks to get an appointment, like this one did). To me this seems like a deliberate attempt at not bothering to trying to speak to me and it will probably be noted down in the system as "the customer did not answer". I did try to call back but it was lunch and I thought there is probably not much chance of getting another call anyway. Incidentally I don't know what this appointment was about as I was not told.

I also had another recent experience of where I was referred to the practice by the 111 service. I was told simply that they were too full and couldn't be dealt with. I phoned 111 back to inform them of this and they said that they were only able to refer me to my GP and that the GP should be endeavour to put something in place even if they are full for that day (rather than just fobbing me off).

Despite all this I have had some good experiences with the practice so it does seem to be a bit of how you get handled on that particular day.