"Being mistreated"

I didn’t want to have to resort to posting on this site, but after so long of being mistreated I thought it was time to let everyone know. On a number of occasions we have had to deal with rude, unpleasant staff on reception. Don’t get me wrong there are staff who would go out of their way to help you, but at other times it's a different story. A family member has a rare condition, needing specialist medicine. This seems too much for them to handle as there always seems to be a problem with prescriptions, or they are causing us stress that isn’t needed! Time after time I have felt patronised by staff, so why is it ok for them to talk to us this way but as soon as you give it back it’s not allowed? I have also heard a member of staff speaking badly about me as a parent.

Today I had confronted them about a prescription as my partner had called to change the mg of tablets and was told no they weren’t doing it, it wasn’t possible. I arrived at the practice to find out why this was as I couldn’t be bothered with the rudeness of staff over the phone, to which I was greeted by a hostile staff member who called my partner a liar and said they had actually passed it to the doctor to see if this could be done and to contact the hospital to send an email to them. So why tell my partner one thing and me the other? Why can it not be straightforward enough to tell us they would do what they can and offer to call the hospital. The way we are continually treated by staff is shocking, it’s a shame we can’t move doctors practice as this is the only one in our area. 

We as a family go through so much with caring responsibilities and don’t need this kind of attitude every single time we contact the doctors surgery. It puts you off even asking them for anything or even help. What kind of way is this to treat people who are already struggling?