Anna D, thanks very much for raising this issue up. I have been a patient for a very long time that the surgery, and I have noticed that the service that some of the reception staff provide can be very abrupt, rude and frustrating at times. The best thing to do is to write in with your concerns to the surgery, and I understand they have weekly meetings with all their staff regarding complaints against the practice. So if anyone has issues, ensure that you writing as our comments will be dealt with. I have personally written to the surgery. However, I am still waiting for a reply, this has now been about two months since of reported my concerns.