Complaints book

Dear Blanca,I am writing to ask about complaining about the Monchique Health Centre. Over the years the treatment of the staff, particularly one woman Sandra is appalling.There are many many instances of mal treatent but this last situation pushed me over th edge.I have tried to make an electronic complaint but there doesnt seem to be a process. I understand that this has been mandatory and copulsary from July 1st 2018.I went to the centre on the 4th January to ask about a medical assesment for a new driving licence and was told by Sandra, I had to see my family doctor, Dr Consaiscao. I havnt seen her for years. I believe she was ill with cancer for quite awhile. Sandra argued and argued and then said I should go to the private hospital,The Doctor I usually see is Dr Loy who I saw quite regularly when I broke my leg some 6/7 years ago. 6 months ago Dr Loy sent me for tests, x-ray and blood so I asked Sandra to make me appointment with him for the results.She told me to come back on Monday at 3.0 Tuesday 9.0 or Wednesday at 2.0. I said I would come back on Wednesday at 2.0I arrived and was told by Sandra ’Its full’…………..I was very angry as this happens so many times with her………The waiting room was empty and I asked her how people had got an appointment. ’They called” she said…..’why didnt you tell me’ I asked……then she said she would call the GNR.I knocked on the door again whilst she picked up the phone and quickly put it down. She then went to get a nurse……………the only help the nurse gave me was to say I was rude because Sandra is known locally as ’the fat one’ and everyone I speak to rolls their eyes at her behaviour. I have avoided going to make appointments because it is so stressful and intimidating…..eventually I said ’How do \I get an appointment with Dr Loy. She went to reception and came back with a post-it note for the 18th saying I must call.I called on the 16th and a young man answered and said he didnt have the agenda, then sandra came on the phone and said’Is this Martha’ Call on Monday.I also recieved 2 sms, one on the 16th and one on the 18th saying O seu exame esta disponivel no Centro de Saude dentro 1 semana. I responded and asked if they would tell me the time and the date. I got no response.I called on the 18th and was told to call on the 20th…….I called on the 20th and was told by another receptionist that I must collect my resuts and that Dr Loy would call me!!!!I am 70 years old and my house burned to the ground in the 2018 fires. I keep quite healthy but since the fire I need the suppost of a doctor. There are so many examples of this sort of behaviour in the Centre. there is no arbitration, no explanation, no understanding.Sandra made me sit for over 3 hours to see a doctor early last year when I had a fever and lung infection. She told me to come at 9.0 in the morning. Why didnt she tell me to come at the end of surgery.So how on earth can I sit and complain in that place……….it is not a simpe complaint, it is a complaint driven by years of this trickery and abuse and at its base of racisism. Sandra treats the foreigners with utter contemp, not to mention the toing and frowing to get an appointment. She wastes my time and money driving backward and forward to get a simple appointment.I cannot sit in that space and write all this. Is it possible to take the complaints book home and do it?I know at least 3 people who will verify the appalling treatment at the hands of this oman who takes the law into her on own hands.I have recently been told that there are 2 teams of councellors at the centre…..but when I asked Sandra after the fire she said she didnt know what I was talking about.The list goes on and on and on…..Please can you advise me what on earth to do……It is making me ill and I am depressed about it……its is very hard to live here on a small pension, barley making ends meet, and then to have to face the controlling bulying attitude of a simple minded woman who has no kindness,,no empathy or sympathy for the patients.Thank youKind regards