"reception staff are unfriendly and unhelpful "

I am frustrated by the reception staff who seem to act like they want to block access , I was asked to make a double nurse appointment by you but when I came into the practice to make it I was told I had to send yet another on line message in. I was standing in front of reception but she could not just make the appointment. I had the same thing when booking a routine smear test. I had a ridiculous farce of having to keep asking for an appointment and then being texted with one I could not make. I had to keep texting yo. If its a routine thing why can you not just phone up. I understand if its an urgent matter that you have to triage things and I would take time off work but if its routine I should be able to book a time that is convenient for me, I don't mind waiting. I also cannot understand that when you book a phone call with the GP you get about 4 hours in which they can phone you??? Why can it not be a 15-30 min window ? Its so inconvenient because I then have to take the whole morning off to wait or a phone call. I feel like you are not patient centred . The reception staff are curt and rude and unfriendly and it really puts me off coming in for healthcare because I feel I'm bothering you but I don't come in for stupid things.