"Terrible reception staff"

The practice staff are abrupt and seem irritated when you're on the phone for more than 30 seconds. I realise they have to deal with alot of people but why are doctor's receptionists universally insensitive? Whilst anxious and stressed about the results of a recent hospital exam I was left feeling upset and like i was inconveniencing the person i spoke to because i couldn't find an appointment I could make. Whilst the doctors at this surgery in my experience are lovely - this is really is overshadowed by the incompetance and rudeness of the receptionists who are unforuntately the first point of contact.