"Excellent GPs and nurses but..."

I agree with other reviewers in that I have had nothing but praise for the GPs, nurses and Physio at the surgery (who are all friendly and helpful), but my experiences with reception staff have been less encouraging. It may be because they've been facing more abuse from members of the public during the pandemic (which is entirely unacceptable), but I find them to be very defensive during telephone conversations and, as a result, they can be quite brusque and unhelpful. I find I have to repeat myself multiple times before they take in what I am saying, because they have already assumed what I am saying and am arguing with me! I dread having to call the surgery as a result - thank goodness most things can be done online now...