"disgraceful receptionist behaviour"

I used to be really loyal to this practice and just to clarify, once you see a Doctor or Nurse I have no complaint about their behavior, I have found them helpful and considerate. My problem is with the receptionist staff and practice manager (who does not respond to to feedback and I have never even been told who they are!)

I have had occasion to ring the practice at 8am for an appt to be told 40 mins later that no more appts are available. Today I had reason to call to arrange a blood test urgently as I could not get treatment for the incredible pain I am in until the results of this test. After being number 6 in the queue and therefore had a long wait, I was told to put it in an email! She said they would print it off and pass it through! really- what is wrong with her using pen and paper herself to take the message? when I was in tears explaining the pain I was in she said the doctors are seeing poorly patients! clearly I am not a poorly patient! whats the difference between a handwritten note and a printed off email being passed to the Dr.? As I was clearly upset and in tears she then put the phone down on me, she did not ask for my name or DoB so I will be surprised if I hear anything. Hardly a caring nor a compassionate person. On the rare occasion I been in the waiting room I have witnessed far too often the frustration of other patients sadly leading to raised voices. As a reception manager in the past I know a lot of situations can be avoided with a skillful and compassionate team who can demonstrate empathy and emotional intelligence,

clearly not the case at this practice. Some serious training is required. All of this cannot be solely blamed on the pressure of the job. I worked in worse places where the demands on staff were extreme and the public vulnerable, I worked with people who only wanted to do their best for the customer and many times went the extra mile! I cannot excuse this behavior and action needs to be taken.