Receptionist attitude should I complain

Our local surgery used to have all female receptionists who were adequate but no more than that and sometimes a bit snippy. Then, 4 or 5 years ago, Harry joined them. He was efficient, competent, helpful, polite and (crucially) kind. Over the time he was there, everyone else's behaviour changed as they watched and learned.

He's left now, which is a shame, but the new behaviour pattern has lasted. Harry has probably been hired by the UN to sort out the Middle East.

They're not known as the bouncers of the NHS for no reason.

I've met more bad ones than I have good ones and I've complained in the past about one.

I had one once try to give me patronising medical advice in front of a full waiting room because I had wasted an emergency appointment with something that wasn't urgent.
She was incredibly rude.
I'm a HCP myself and knew she was talking total drivel so I told her as such. She quietened down after but I made a formal complaint after because she shouldn't be dishing out medical advice. I can advocate for myself medically. Many can't.

I ended up in hospital as I suspected might happen. Good job it wasn't someone who didn't know any better that she had given her aggressive advice to.

Definitely report. I never would have thought it appropriate to do so, but these days, the NHS generally is an utter shit show, and some receptionists (hospital and GP) and other NHS administrators seem to be on a real power trip these days, with the "attitude", i.e. you're getting it free so you should put up and shut up! We've had years of it with DH since he was diagnosed with cancer and needs several GP/Hospital appointments every month - which are an utter nightmare to organise due to their cock ups etc. These days, when we get the "bad attitude", we complain. It's the only way to improve the service and start to weed out the bad staff.

No patient should be belittled by a receptionist, in public or not.
Get the name of the Practice Manager and email them personally.
If they are running their practice correctly they will be appalled and will deal with the situation. But they can only do that if they know...

I have considerable experience working with the public in a similar situation. In over 30 years I did not feel it necessary to be rude, loud or patronising. So, yes, please report. This type of issue, in my experience, is easily resolved with a brief manager's intervention and 'support' for the member of staff.

P.S. If there are any GP practice managers reading, please take down your 'Covid' screens! It's made the situation potentially worse and oldies like me often can't hear what receptionists are saying, and sometimes we need to raise our voices 'through the glass' to be heard. Ridiculous things, we used to do without.

Imagine if one of those patients was your daughter or your mother……..they’d gone to the GP feeling unwell, wanting advice or make an appointment and were met with verbal abuse and disdain from a member of staff……..you’d probably be mortified wouldn’t you?
Personally, I would complain to the practice manager on the grounds that the receptionist overstepped their responsibility, verbally abused patients and this was witnessed by other patients in the locality!
This isn’t about someone losing their job……it’s about respect, integrity and customer care.

Report.

I would definitely make a formal complaint. I once complained about the way a Manager had spoken to a member of staff, and have also been on the receiving end of an obnoxious receptionist on my first attendance at a hospital's follow-up clinic in London when asking how to reclaim travel expenses. I was so upset that I left in tears, sent a letter, and received an apology, but she is very fortunate that I did not encounter her again and ready for her BS. So unnecessary on what was already a somewhat traumatic experience.

Stepping in is not always the best idea, might add to any humiliation, and doesn't give the recipient the opportunity to follow-up in a situation where there might be circumstantial/background info that you're not aware of.

The most brilliant thing about being in my 60s is that at the end of a consultation, I can get away with saying, with a smile and tinkly laugh, "thank you so much for your advice, young man".

Medical secretary here (I work for various hospital doctors but have temped in NHS practices on two occasions). There is never any excuse for treating patients (or anyone) like this. It is appalling. Definitely report. If you hear nothing write to Practice Manager by post or email and call her after a week to check she has received it (if you have not had a reply). We had a librarian like this and I once heard a man tell her he was sorry for her because her attitude made everyone avoid her. It was the first time I had seen her silenced.

Actually, whilst the consultant doesn't need the referral, the insurer usually asks for it. I have recently had to do this regarding a pruvate referral to an ophthalmologist/cataracts.

In my experience this is standard behaviour from GP Receptionists most are on a power trip

Please complain. Itll show a pattern of behaviour if there is one.
25 years ago I went in person to make an appointment for my then 7 year old son, receptionist asked what it was for- it was to have his epipen replaced- needed a prescription, GP liked to do it as an appointment as he was also under a consultant for his severe allergies.
She said, " No, you're not having an appointment for that, weve given you 4 over the last 4 years and they're expensive!" and then ignored me until I left the desk. I went home and phoned my good friend........ who's husband was our GP and owned the practice.

Long story short this receptionist had been acting like a dictator for months and as all written complaints reached her first the GP's had no idea!
After an investigation and other patients coming forward she got her P45.

I agree with this. In no other sector does this persist in 2026. Even if I were accused of murder, the Judge would address me as Mrs Hellebores.

It's reductive, outmoded and far too "two legs good, four legs bad" for my liking. (Orwell, Animal Farm). How the pigs rose above the other animals in what was supposed to be an equal regime.

I expect doctors to call me Mrs Hellebores. When they don't I ask their first names.

As I said, I pay tax and council tax for other children's state schooling (mine go private), so pardon my French, like fuck shall I pay for the NHS and not use it, thank you. A private GP? To google symptoms privately? Naaah, I am already financially screwed, so YOU use this private GP link.

The name issue wasn't the main problem but has added to my feeling that there's definitely a power imbalance. I am going to write to the practice and say I am no longer comfortable being addressed by my Christian name. They can call me Mrs Ford. I won't be answering to anything else now.

You don’t need to apologise. Oh, and here’s a link to private GP appointments, no need to be referred by an NHS GP.
You're welcome!
https://www.bupa.co.uk/health/payg/gp-services

And loads don't.

Loads of Consultants accept self referrals, as do private scan providers.

I think you should stick to the same GP - otherwise the rude bastard won't learn. You should maybe say 'I am so sorry, I was so shocked last time, I did not know what to say - I was never addressed by my first name before, like an upstairs maid by the lord of the manor, so please, from now do not display this shocking disrespect and please call me Mrs X'.

I am sorry, I already pay tax and council tax so other people's children could go to state schools (mine go private), so I think it is a bit unfair to suggest I should do the same with the NHS? Like pay taxes and go private? Pay for a butler and and make your own tea? Also, you know that to go private you have to have your NHS GP referral, right? Like 'may I please please please see a private doctors I shall pay for?' and see if the NHS GP allows it. Did you know that? Not many private consultants accept a self-referral.

I was thinking that this afternoon, after a bruising encounter with my (usually lovely) GP last week. He insists on being called Dr Rude but calls me Muddy. Next time I shall suggest he calls me Mrs Ford. Thinking of swapping within the practice as I'm too old to be treated poorly.

Bloody hell you’re a bag of delight!!! If you feel so strongly about NHS staff then surely you should go private?

If healthcare professional has, for example, their hand up my vagina I don’t care what they call me. All I care is, have they washed their hands, are they empathetic, can they diagnose me or refer me on if not and can I get a follow up appointment.

We should all put them all in their place, at all times - they are NOT wealth creators, NHS GPs and their receptionists are tax scroungers, living off the taxpayer. You are the boss, not they. I do not understand this NHS worship - you froze in fear? How dare they speak to people like that. You should act. But act politely. I never disclose why I want to see a GP to the receptionist - just say 'this is private' on repeat. I never allow a receptionist to triage me - 'this is private' on repeat. I know they can be vindictive and push my appointment back, but I am not allowing a typist to triage me, sorry. This is madness.

There is this new trend that GPs address their patients by their first names, whilst keeping themselves to strictly 'Dr Smith', 'Dr Miller'. This needs to be nipped in the bud - patients should say 'We are not friends or family, kindly keep it Mr/Mrs'. Do not allow them to call you by your first names - what is next? Bowing and scraping?

I think it depends where the practice is located; there are some lovely receptionists at my GP practice, but I live in a quiet village and generally, the patients and staff are all well behaved and polite, maybe the pressure is less, I don’t know. When I lived in London, the receptionists were awfully curt and brusque for the majority of the time.