"Tried to complain, was given a written warning..."

I wrote a fairly straightforward and relatively frustrated (but non aggressive or violent or abusive) email to the practice manager asking them to arrange to meet with me to discuss some concerns which I have complained about in the past and was promised there would be improvement.

Unfortunately, there has been no improvement. The receptionists remain rude and appear to be completely untrained in any form of customer service skills. As all the other commenters on this page seem to point out; there is one really nice receptionist, who is probably the only person there fit for purpose. The rest certainly need some form of training and/or dismissing.

Not only was my complaint deflected by them accusing me of being abusive for laughing and walking away from a receptionist who was being rude to me, but also because I used the phrase "cba" to describe a doctors actions. So, this obviously meant I was abusive and the manager refused to meet with me and instead chose to go down the route of forcing me to have to have the Health Ombudsman investigate my concerns.

I find it alarming how doctors are allowed to reply to my complaint being abusive to myself, are allowed to use language way worse than my own, and yet just because I was complaining - I'm the one who gets punished.

I am not accepting that a patient should behave and hold themselves to a higher standard than your own staff. I am not accepting that it is fair to abuse a patient and then penalise them for protecting himself from abuse.

Unfortunately, it saddens me that the practice manager is not equipped enough, nor able to meet with me to discuss my concerns and handle the situation properly. It obviously takes two to tango, and if there has been a doctor/patient relationship breakdown like they claim; it's great to see how they are able to resolve situations and deescalate things as manager... surely this is their role?

Interestingly, I also complained about how receptionists all stand having a group chat at reception about what they're doing for weekend, yet if you were to interupt they would accuse you of being rude - so why the practice manager feels it necessary to put the onus back onto the patient and ask why they didn't be rude is beyond me... because if you end up being rude they will use it as the perfect opportunity to say it wasn't their staff who was rude and deny any knowledge of all the other complaints on this page mentioning a similar thing.

Open your eyes and read your feedback, even take the time to analyse how many of them mention poor receptionist training and disapppointing customer handling skills. It is frustrating, and yet I'm not allowed to be frustrated for fear of being accused as violent. It's absolute madness! I have never shown a slight bit of outward aggression in my life. To be accused of it now just so that they don't have to handle my complaint i find to be disgusting.