"Member of staff left us feeling belittled"

We learned of a long awaited appointment over the phone we hadn't got the letter for, so attended early as we were not sure of location.

After going along the OP corridor and not finding doctor name on any of the boards, we asked the closest desk at that point - OP5. We were berated for some 10 full mins by the member staff at the desk when we asked where the appt was, because we did not have the letter we had never received. (I am sure one was sent but our whole area had trouble with our post around the time we were told it was sent so it is not particularly surprising it didn't reach us).

It turned out they didn't know how to direct us and instead of telling us they berated us for a full 10 mins for not having the letter. Eventually another staff member entered the area and this staff member's manner changed completely to polite and seemingly helpful, they called their colleague over to ask if they knew where the location was and were really nice in front of them.

Unfortunately they didn't know how to direct us either. After being speechless at how we were being treated, with this change in how the member of staff was in front of their colleague, I did eventually say we were going to go ask assistance elsewhere as this wasn't helping and frankly they had been so rude. They were very angry that I said they had been rude in front of their colleague, and put on a tremendous show of offense.

We eventually found our way to the location after asking a different member of staff in OP4 (who were so helpful, thanks so much to them if feedback can be given) only to find the member of staff at OP5 had called ahead to get the reception at the appointment to also berate us for not having a letter we had never received. At that desk they tried to show me the letter on computer screen and I have no doubt one was sent, but wasn't received. I was not going to be berated again so walked away. Ultimately, the member of staff at OP5 was unhelpful and left us feeling belittled, spoken down to, not helped and frankly it was rude.

The nurses and doctor once we were at the appointment were absolutely fantastic.