"Rudeness of reception staff"

My mother went for her 3 month check up today and as far as I can see the previous complaints about the reception staff have still not been taken on board or passed down to reception staff. My mother is not able to use the self check in therefore asked reception to check her in for her appointment when she was spoken to quite abruptly and told to use the self check in when my mother said she was not able to again quite rudely she was told well I will check you in this time but not next time. This behaviour is not acceptable I work over all the hospitals in Birmingham and have never known receptionists to speak to a patient like this QEHB has self check in machines, receptionists who are never rude to people who don't use self check in machines and plenty of volunteers on hand to help someone who is not able to use self check in. Receptionists are front line staff and make a patient feel relaxed as it is nerve racking enough going to hospital and being spoken to in an abrupt rude manner is not acceptable. The doctors and nurses were fantastic with my mother and always have been my mother never complains if she has to wait for an hour after her appointment time or longer she takes it that something may have happened to delay clinics so to go in today and being spoken like this is not acceptable and front line staff need retraining in how to speak and deal with patients if receptionists are not apply in there job they should leave and let someone else do the work who knows how to treat people.