"One bad apple spoling this surgery"

I have been going to this surgery for about 4 years now and I truly cannot fault the Doctors or the Nurses. Unfortunately I've had a few ongoing medical issues and they have always listened and fully explained everything to me. The appointments don't always run on time but from my experience this is due to the doctors actually taking the time to make sure you understand everything. I would rather experience these minor delays knowing the doctor will listen than have every appointment bang on time and the doctor not even have time to look up from their computers which is the case at the other surgeries.

The nurses have also always been fantastic whenever I have seen them, going above and beyond to help me and put my mind at ease, I am terrified of needles but they take care to make it as gentle and pain free as possible.

There are some amazing receptionists there, one in particular who managed to sort an emergency appointment out of me when I was struck with medical problem the morning I was due to fly to go on holiday.

Unfortunately there is just one receptionist letting the team down. I dread ringing up for appointments incase they answer, they make me jump through hoops to get anywhere, talks down to me in a very patronizing way and has even laughed at me when I have had to ask for advice on whether I need to see the doctor or the nurse. I only asked because I didn't want to waste anybody's time by booking the wrong person.

Their telephone manner has upset me so much in the past that I have actually considered leaving the surgery several times but as I stated previously the rest of the team are brilliant and I might not get the same level of service elsewhere so I haven't left.

I do feel this is something that needs to be addressed though.