A few weeks ago I injured my foot. I was seen at A&E as it was the weekend. The supportive boot I was issued with was ill fitting & dangerous. I called the surgery. Dr Lakani kept talking about physio and going there to try to get a different boot.He said he would send me a text to back me up in case they did not want to help me. I also asked about aftercare.I received no text and called the surgery at various times to try to get in touch with him to remember Nd him to send me his all important text. I got no joy. I later discovered that the Chinese receptionist I spoke to made me an appointment for a phone call but never told me. He tried to get me but because I wasn’t expecting a call I may have been using the phone for something else. When I didn’t heR anything by the end of the day I called reception to be told this by Annie who said she would deL with it. She did exactly the same thing, booked me an appointment & did not inform me. What is the point of making an appointment when only 50% of the parties concerned are invited to that appointment? What a waste of surgery time, my time ringing up waiting, waiting, waiting..I gave up. How should I be treating my foot as this was forgotten about at A & E and at St Peters this got ignored too. Dr arranged for me to go to A & E at Hillingdon at 8 am to avoid queuing. I called physio at NPH myself to be told they do not issue boots. They only give exercises. I needed ORTHOPAEDICS not physio. I asked to be put through. I was & was told that A & E should have referred me to orthopaedics & he would now need the doctors to look at my X-rays to make an assessment & that he would get back to me the next day with an appointment. He did and I went in the next day & got a properly fitting boot. I asked for hospital transport but was told I did. It meet the criteria.I called the Royal Voluntary Service who said I was eligible for their transport service. I called the surgery as they insist on a GP referral to state that I AMA vulnerable person. Dr Lakha I did not cooperate & I heard nothing more. So all of it all I had a terrible week calling and recalling to be given false info and then refusal of referral for help. Anything g achieved was as a result of my own efforts. I am a mental health patient & the effects of the number n actions of your surgery made me feel helpless, hopeless and drained. The receptionists seem to just not care about the effects of their mistakes. I called the office manager who tried whilst I was trying to contact Dr Lakhani. I contacted reception to let her know we crossed paths. She never bothered to contact me again. If she doesn’t care no wonder the staff don’t care. Since Ros left the standard of reception performance has really gone down hill. Their highly trained status has gone. They can’t even inform you of an appointment. It may not be suitable anyway even if you did know about it. I am really saddened by the way things are going.