"good interactions and care but one individual let the team down"

Yesterday I took my son to Fracture Clinic in Craigavon Area Hospital for a review, the lady at reception was lovely, very welcoming and pleasant and told us where to sit. The nurse, Leah was very good, she made my son comfortable and explained what would happen when she removed his cast. Mr McMurray was very good with my son chatting to him and explaining and answering his questions, he also showed us the x-ray and explained it. Leah was extremely efficient at putting on his new cast and teaching another nurse how to do it, it was a really neat job. Everyone we interacted with in the fracture clinic was lovely, until we went back to reception to book the next review appointment. The gentleman behind the screen just stuck his hand under the slot for the page the consultant had given me, he then proceeded to tap on his computer and then slide an appointment card out again. There was no verbal communication or eye contact during the entire exchange, I was a bit stunned at the episode and would have expected some interpersonal skills from someone working in reception, such a contrast to the lovely lady at the start. The fracture clinic obviously have a great team, who work well together and make patients feel well looked after, apart from this individual who I felt really let the team down.