Whilst she should not have been pushed to the bottom of the queue - absolutely not - it's not inappropriate for a counsellor to refuse to see a patient. In order for a session to be productive, the relationship between both parties has to be comfortable and open, and if he felt it wouldn't be then he has every right to refer her to another counsellor.
Btw - he's not necessarily a health professional. He's a counsellor attached to a GP practice, which usually means that his services have been bought in, as opposed to a CPN or other professional from NHS mental health services.