"Great doctors, terrible reception staff"

I've always had very good service from the GPs and nurse at this practice. They have been friendly and understanding, very professional and knowledgeable. What lets this practice down is the reception staff. I find them generally rude and rather aggressive on the phone. I know that they are very busy, but so is any receptionist in a London GP practice, but most are but as short and sharp with patients as they are at this practice. Oddly when I walk in to make an appointment, they are very friendly - but on the phone they are dreadful. It's as if until they've seen that you are a patient they know and like they assume that you are trouble, and so talk to you in a rude and bossy way. I've been with this practice for 10 years, and its letdown has always been the way receptionists treat patients on the phone. As this is the first point of call, I'm not surprised at people deciding to go elsewhere, even though the medical professionals are excellent.