"Awful reception staff"

I have experienced and also overheard this week in sheepmarket a patient struggling to get an appointment using the practice technology. The staff were completely unhelpful e.g.the receptionist said to the person...'you have to minimize this' the patient saud I can't, it's no working. The receptionist just carried on repeating this unhelpful statement as is if she said it enough times the patient's phone would miraculously start working. It tool some kind person sitting in the reception area to help the frustrated person. I've also experienced the phrase... ' I can't do that the system won't let me'. Can I suggest you review your systems so they actually support patient needs and not the needs of the tech people. If you are lucky enough to get through the myriad barriers and finally get to see a doctor they are usually kind and understanding. Getting there, however, seems to be an impossible feat!