"Person on reception extremely arrogant rude"

I am sorry to here you are unhappy with your recent contact. Reception staff are trained to follow a triage protocol to assess patient need and direct patients to the appropriate route of care. I believe your issue has been flagged to the management team who will be contacting you later today. The advice to bring down a urine sample for testing was correct following the triage protocol which was developed by a clinician. The urine sample would then be tested by a Healthcare Assistant and urine dip results passed to the on call GP to determine if treatment is required or if they would like to see you, in which case an appointment will be opened.

Unfortunately we are still having on going problems with our phone line connection and all I can do is apologise if you were cut off. We are working very hard with BT Open Reach and Avandda our phone company. We had a new line installed last week but minor changes still need to be made to ensure lines don't drop.

Management can be spoken to if available at the time however if not as in meetings or unobtainable you should have been advised re the complaints process and I apologise again if this did not happen. Patients can request a call back, put their complaint in writing or email their complaint to the secure email address. All complaints will be responded to within 48 working hours, and at minimum acknowledged within 48 working hours if further investigation is required so you are aware of your complaints status. I hope this clarifies why on this occasion you were unable to speak to a manage immediately.