"The attitude of reception staff"

I do feel the need to express my concerns in regards to the reception staff at the my medical practice. Unfortunately, every time I phone the practice I have found the reception team very difficult to communicate with. They repeatedly do not listen to what is being asked, and the main aim seems to be to get you off the phone. This in turn makes life difficult as it leads to multiple additional phone calls in an attempt to try and resolve the issue. I've found them to be unbelievably rude, condescending and make no apparent effort to mitigate your anxiety. They instead add fuel to the fire, such as seeming amused whilst you speak which left me feeling helpless, unhappy and tearful.

This week I even caught one of the receptionists in a lie, about the nurse being in consults when I knew this not to be true. After ruminating over my experiences, it has made me think that if trying to get a GP appointment is so fear provoking in myself, a young, fit, able bodied person, how difficult must it be for more vulnerable individuals such as the elderly? And as such is this leading to members of the community postponing seeking medical attention when it is very much needed.

I can only imagine how distressing it must be for patients that are seriously ill and already worried about their health to be met with such contempt and derision and unable to get an appointment. I know how stressful the job can be and the abuse reception can face. But the receptionists have been rude from the first point of contact and the way they behave is unacceptable. I do think it should be addressed.