St Pauls Medical Centre

I am adding that it has now been over two months since I made a formal complaint to this GP surgery and they have not contacted me with the outcome of my complaint!!! This is my complaint - I support my elderly aunt, who is nearly 100 years old who has been completely blind. Since moving to Carlisle to live with my parents, she has been under the care of an eye consultant and requires strict, ongoing eye drop treatment to manage her condition and preserve what little vision she has left. Despite multiple instructions from the consultant, the GP surgery has repeatedly failed in their duty of care by not prescribing her essential medication — leaving her without treatment for up to two weeks at a time. This has happened on so many times I have lost count. As a result on numerous occasions she has had to go back to the eye specialist with severe pain and loss of vision as a direct result of not getting the repeat prescriptions from the GP for her eye drops. My aunt, once again has not had her eye drops for two weeks and is experiencing severe pain, discomfort and her limited vision is deteriorating. This suffering is entirely avoidable. Our family have raised concerns repeatedly. We even submitted a formal written complaint that was never acknowledged. Today, I wanted to speak to the practice manager to formalise another complaint. The receptionist, who answered the phone, said I had to put it in an email — explaining that I had just buried my father the previous day I didn't want to write an email `i wanted to speak to someone. What happened next was shocking. The receptionist, believing I was on hold, mocked my complaint and ridiculed the death of my father in conversation with other staff. She returned to my call and said no one was available to speak to me. I confronted her and told her that the phone was not on mute, I had heard everything she had said, and she was a 'vulgar woman who should not be allowed to work in a GP practice." She apologised to me for what she had said. Sorry EL I cannot forgive you! When you are bereaving a loved one, and you are distressed, I hope that no one is as cruel as you have been to me today. No one should ever have to hear their grief made into a joke by someone entrusted with care and empathy. I feel it was incredibly cruel, and it has left me shaken, hurt and I cried the rest of the day. I later found out the calls are recorded. The practice manager listened to the call, phoned me back, and said she was “mortified” by what she heard. She apologised to me on behalf of the practice. That receptionist is now under disciplinary action. This isn’t just one poor interaction — it reflects a wider culture of neglect, unsafe practice, and a lack of compassion.

I overheard a conversation between my sister and Vulgar reception staff 1 person called EL that doesnt know how to use a mute button .. taking the piss out of our father that had died and buried yesterday. Shocked & reported to CQC & a potential safeguarding to protect our elderly aunt from these dreadful people. Will update this review. Terrible experience Unfortunately I do think this is a culture developed within this GP surgery & they probably think this is acceptable. My sister has informed me that allegedly EL has been suspended.. not sure if believe this. However I do feel the whole reception staff should go.

It is hard to get an initial appointment, you have to phone at 8am and be in a race with the world and his dog in trying to get that appointment. That said you can go on E. Consult an online service which is offered by the practice, and is alot quicker, as you may have to wait to see a doctor. That said once you have been seen, and if you have any on going issues, you are well looked after, and are sent or given further appointments All in all the practice operates like all other's.