Receptionist attitude should I complain

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

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.

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.

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.

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.

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

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.

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.

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".

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.

Report.

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.

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.

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...

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.

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.

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.

We have to book appts on the day from 8am. My DP went round to book in person, and was told he wasn't poorly enough to be seen! No advice as to where else he might get help.

I think you should report it. I absolutely hate going to the doctors. I have had my absolute fill with the gaslighting. I have to really brace myself to book an appointment and rarely do unless there is no alternative. So, long story short, yes please do, because those women may not come back this time or in the future and their illness may be missed all because they were treated like shit when they tried to get some medical help.

This. Doctor’s receptionists can be bloody awkward. They need to fo what we all need to do. Put their big girls pants on and (non abusively) stand their ground. 🙄

I had trouble breathing and went to the GP. Receptionist said no appointments. I said I can hardly breathe and my face was swollen beyond recognition. Still no. I had to stand my ground as I knew something was gravely wrong with me. I just said I am sitting here until a doctor sees me. Anyway a GP did come look at me. Oxygen sats and appearance worrying enough for ambulance. Hours later after X-ray then CT I was told there was a large tumour next to my heart and pressing on blood vessels etc. Kept me in on oxygen and next day was diagnosed with cancer. I then underwent months of chemotherapy and major sternotomy surgery. I was close to death when that receptionist refused to engage with me. I could barely talk.

Write in to the practice manager detailing it .

Totally agree with others that you should report it. Hopefully other patients have already done so.
If you don't want it to sound like a complaint put it as a training issue.
Does your surgery have a website with space for comments?

And asking them to do their job properly is apparently abuse.

For example, giving patients the right prescriptions in a pharmacy.

Given we have a million unemployed youngsters (plus all the older people who can't get jobs) how are such useless people in work?

As you say, you don’t definitely know what happened. It might not have been appropriate to wade in, don’t be so hard on yourself. But if you mention now that from your perspective as a patient, the volume and tone from the receptionist gave the impression the receptionist has low patience and is rude to patients, then they can assess. You are providing the practice with information they can handle given their wider context of whether this is usual, what was happening for the receptionist that day, what happened with these patients etc.