"Doctors are great, reception staff are not!"

I have been registered at this practice for years, and I can't say I've ever had a pleasant interaction with the receptionists. It has gotten to the point where I'm afraid to call because I am worried they will be nasty, condescending, or rude. I have even cried after coming off the phone with them before. Occasionally you can make it through booking an appointment without being left feeling like you were just told off/talked down to, but I wouldn't describe those experiences as 'pleasant'.

Once I was asked brusquely why I was making an appointment so soon after being seen, and asked "is it *actually* important". When I explained I had been told to follow up by the doctor, there was a long sigh as if I was a major inconvenience, and then: 'Fine! What's your date of birth?!'

After getting fed-up of 5min. pointless phone calls, I asked if there was any way to see a doctor in person. I was told to explain why, and then: "No you can't make an appointment for that, just speak to my colleague", and was promptly transferred to someone (no idea who) to explain my issue. I didn't know a receptionist could say no to making an appointment when I had a clear medical reason. Maybe if they had explained what the problem with my request was, or was more patient in the way they spoke, I wouldn't have felt so put-out.

I can't put my finger on what the exact issue is, just that as a medical receptionist I imagine you should not make sick/vulnerable/potentially anxious people feel belittled or ashamed to call their healthcare provider. But both I and my flatmate, who is also registered here, feel this way whenever we speak to the reception team. You are also made to feel like you've inconvenienced them/asked them the biggest favour, when simply booking an appointment.

I understand that the NHS is under stress, and it must be a demanding job, but as it is a customer service role I think basic people skills should be a given.

The doctors, when you can see them, are great and professional. The main nurse is lovely. I just wish the front-of-house team didn't make me dread dealing with my GP.