"Double Standards"

New telephone system with an extremely long message detailing, amongst other things, respect towards the staff. This doesn't seem to be the practice when staff are speaking to patients....well one particular member of reception staff who is very rude, abrupt and always seems to sound like the patient calling is an inconvenience in her day. This is an opinion shared with many patients some who have been in tears after a phone call through sheer frustration. It is appreciated that Covid has brought many changed working conditions and new stresses but there are still may worried patients that surely deserve the same levels of respect that the practice staff demand?