My wife had issues with this last week and made a formal complaint. The reply is below I have taken some bits out that are unconnected. Dear Mrs ratty, Thank you for your email. I can only apologise you have had such a frustrating experience of using our service. The chronology of events you describe ought not to have happened, and is neither in keeping with our new appointment system, nor our pledge to give our patients the quickest, most convenient care possible. You will receive a letter from us early next week which describes the way we are innovating our appointment system. I am attaching this letter and user guide for your reference in the meantime. As you will see, the new appointment system is much simpler than the old one, not more complicated. In short, a first contact nurse or a doctor now call all patients in need of senior clinical attention the same day the patient contacts the surgery. Over the phone the clinician is able to treat the patient including issuing a prescription if necessary, or will book the patient in for a face-to-face appointment if a physical examination is needed. This system means that the customer service team no longer need to interrogate patients who contact the surgery in such detail as it is now only a senior clinician who can asses the patient and therefore decide on which clinician need see them if the problem cannot be resolved over the phone. Finally, I will arrange for Dr Simon Fradd, our Chairman, to call you tomorrow to make absolutely sure you receive first rate care relating to your two medical complaints. Thank you again for bringing this to our attention, and please bear with us if there are any teething difficulties bedding the new system in. We genuinely and passionately strive to deliver the best care we can with the resources available. If you are in anyway unsatisfied with this response, or with any of our services in the future, please contact me directly at xxxxxxxxxxxxxxxxxxxxxxxxxx, or call and ask to speak to me at the surgery.