"Rude Reception Staff, Long Wait Time, 3 Weeks..."

I used to think highly of Crown heights. However recently I have seen a decrease in standards. We tried to get an appointment for my wife with a mid-wife, the midwife called on a "withheld number" and requested us to call back. We called back the surgery who informed us that an appointment had been made regardless, however this was on a day that we are unavailable. Would it not make sense to check availability before making a booking on the patients behalf? The receptionist then told us they would get the midwife to call us. With bated breath we waited 36hrs with no call back from a midwife. Following up with the surgery on my wife's behalf I was treated with unkindness by a frankly rude reception staff member telling me that they would not discuss any bookings regarding my wife due to patient confidentiality. All i wanted was to see if the midwife would be calling back? There appears to be a total lack of care or presence of the foundations of the NHS at this surgery. My pregnant wife has been left with the feeling that its too early to see a doctor/midwife because of the risk of miscarriage. What a beautiful and lasting image to enjoy the pregnancy with our first child!

There is a lack of lateral thinking on ways to improve. We understand that midwives have a different booking system and work differently - In which case would it not be far easier to allow patients expecting a baby to call direct? Or set up a different way of booking? Or perhaps even embrace the 21st century and use an online booking system for midwives specifically?I am sure that this review will be shrugged off on the basis that the midwife team do not work at the surgery ect... however I understand this, I accept this but this does not give any excuse for poor and rude service. Does the surgery and the midwife team not both work for the NHS? I believe the receptionist staff urgently need to take a call handling course. If they are too stressed to not be rude on the phone, then outsource the call handling to people who are less stressed, have compassion for patients and a love for their job.