"Reception staff"

My review and low ratings are based solely on the incompetence and rudeness of the reception staff at front desk, I have been with this surgery for near on 25 years and as of late have experienced appalling behaviour from front desk reception. The ladies are arrogant and rude and when proved of mistakes they have made become defensive and unwillingly apologised, I booked an appointment within in the surgery at 4 which was booked at 5.40 when booking an appointment a text is usually sent to your phone reminding you of the time, whilst still in the surgery and in clear view of the receptionist who has booked the appointment no more than 2 seconds ago, my phone received a text which I anticipated to be the usual reminder,, when arriving for my appointment at the time I was given the receptionist I had originally booked with told me the time was wrong it was 4.40 and I had missed my appointment, the doctor has now left and there’s nothing she can do. This is not my 1st encounter with the receptionist at this surgery and have had mistakes made of prescriptions being put in also yet every time I receive the same defensive attitude from said staff, there is no willingness to help from them what so ever, people are attending surgeries because they are unwell and are expected to be treated with a level of respect yet they show none at all. I find the treatment frOm certain front desk staff disgusting. That being said I would also like to state a particular member of staff has always been extremely helpful and polite, it would seem staff in question could warrant learning from her drastically.