Dear Patient Thank you for taking the time to leave your comment. We always welcome feedback positive or negative to help us improve on our services. Our reception staff are trained to ask questions when taking calls to ascertain how urgent your need is, and, which clinician is best to help you. It may be that you need to see a specialist nurse, or one of our advanced nurse practitioners, or even maybe a query a medical secretary can help you with e.g. chasing a referral, arranging transport, getting an insurance form completed, or chasing test results etc. The receptionists are also asked to take down some history to your problem to inform the clinician before you enter the room, e.g. have you tried any over the counter medication, how long have you had the symptoms etc. They are acting under the doctor's instructions to ensure we can meet demand, and that patient's are seen in a timely and appropriate way. If you would like to discuss this issue or any other problems please do not hesitate to email me at birchingtonmcpm@nhs.net so that I can then look into the matter further for you. I can trace your phone call and listen to the call being triage and identify if there are any training or learning points I need to address. Unfortunately, I cannot look into the matter based on the information you provide above, alone. I hope that you are able to make contact with me and provide more detail so I can look into the matter for you. Kind regards Hannah Price Practice Manager