"They said the appointment didn't exist"

I arrived at 8pm at the Loughborough Urgent Care Centre having been given an appointment by 111 for my 6 months old baby. A very unpleasant receptionist who didn't even greet us took my name and said the appointment didn't exist.

I was taken aback and ask to check again as it was through 111. Without a smile or without any reassurance the receptionist checked again and said no and nothing could be done about it as the 8pm appointment was already booked. I said I didn't understand and had driven 30 minutes to get there with my unwell baby. They were extremely rude and unwilling to help and said I could wait if I wanted, taking my name and saying I could take a seat. Being there with a very young baby in the evening I asked if there was an idea how long it could take. This staff member moaned and made a gesture towards the room and said we could look for ourselves and see... I was shocked and said I'd call 111 straightaway to check and heard something moaned in my back as I was sitting down with my baby.

As I was on the phone with 111 who confirmed the appointment had been booked I was called by a doctor who was truly lovely and helpful. Why so much rudeness and stress for a first time mum with a sick baby. I am even more shocked to discover in the reviews that other patients with sick babies had been (un)welcomed the same way. Truly shocking and unprofessional. I think this staff member should be trained again and the person in charge of this service should have a serious word....