"Poor standard of service"

After telephone consult with a GP to discuss a blood test (which was difficult to get), I mentioned a symptom of abdominal and back pain which the GP advised me to telephone reception to be seen in person. Reception advised me over the phone that I would instead need to fill out an econsult. 

I could not submit an econsult and sent a screen shot through the admin consult route showing that the econsult said to telephone reception.

I later received a reply from the care navigation team which bears no relevance to the message I sent them about abdominal pain, and refers to blood tests.

I am very disappointed at the poor communication within the practice, this is not the first time I have had this experience with the service recently. 

I raised a complaint via email and went into the surgery the following day having taken advice from pharmacy to do this.   I explained the above and was directed to a notice at the reception that they do not accept walk-in patients and advised to go away and telephone the practice. No attempt was made by the receptionist to resolve this matter.

It's very disappointing that this cannot be resolved through old fashioned communication methods and that econsult - with no option to reply to any communications - is the method chosen by the practice. I think this is an appalling standard of care, not person-centred, and had subsequently caused a delay to my being seen for a condition which I was advised needed a examination.

Since introducing econsult, in my experience, the fantastic service we had previously has declined beyond belief. I would be grateful if you can look into the matter.  Many thanks.

Appointments