"One member of reception exstreamly rude and..."

Why when ringing for an emergency Scrip does one very rude lady tell me I have to but it writing, even though I am trying to explain the situation and she will not listen to me then tells me she doesn't have to listen and put the phone down x 2.

Then when I get to the surgery a very nice polite lady deals with me and gets a doctor to ring me for this medication with out hesitation .. then the lady I was taking to on the phone comes out to reception where I was dealing with the polite lady starts to shout at me in front of other patients behind me telling me she's going to get me struck off... I feel some of the staff need customer service training this is not the first time this lady has been unhelpful ..I would have thought working in a doctors surgery staff should no how to deal with up-set and worried patients … and I don't feel its correct to be shouted at in reception ..disgraceful ...