I brought my mum in this morning for her 8:30am appointment. Around 8:40am, while I was at the front desk paying her charges, my mum (who is over 70) asked whether her Gold Card could be used. I then politely asked the staff member serving me if you accept Gold Cards for seniors.
At that point, another receptionist who was not involved in our conversation and was walking up the stairs interrupted and responded in a very abrupt and dismissive tone, saying that we “don’t take those things,” that our services are “already heavily discounted,” and that we“don’t subsidise those.” The way this was communicated felt unnecessarily rude and unprofessional.
I want to be clear: asking about a Gold Card is a normal and reasonable question. It should not be met with a tone that makes customers feel like they are asking for handouts. The interaction was uncomfortable, and it was noticeable that even other staff appeared uneasy with how it was handled.
I don’t usually leave feedback, but this is the first time I’ve felt compelled to do so after such a poor experience this morning.
I chose not to respond at the time because I didn’t want to escalate the situation or start the day on a negative note, but the experience left a very poor impression.
As someone who works in the hospitality industry and manages a large team, I understand how important front-facing staff are. Their communication style directly reflects on the business. I would strongly recommend reinforcing customer service standards and providing refresher training to ensure all staff communicate respectfully and professionally.
I don’t know the receptionist’s name, but she was wearing a green top, black pants, a black cardigan, and had blonde hair. I hope this feedback is taken constructively.

All staff are all so pleasant, kind & caring.

I have been left with a lasting negative impression of this GP practice.

I called to book my very first appointment while feeling unwell, and the receptionist I spoke to was both unhelpful and rude. Despite explaining that I needed to see a GP, she insisted that, because it was my first visit, I must also see a nurse. This requirement significantly delayed when I could be seen.

It’s baffling that such inflexibility exists even when a GP review is clearly needed, I was told I had to wait until a nurse was available. I called on a Tuesday for a non‑emergency issue (I simply needed a course of antibiotics) and was told the earliest appointment was Friday, purely because they had to “double book” me with a nurse.

Meanwhile, a family member of mine was able to get a same day appointment for a repeat prescription. The prioritisation here is astounding, and the receptionist’s attitude was appalling for a healthcare service.

I work in the healthcare industry and regularly coordinate with GP practices. Never have I encountered a receptionist so unwilling to help . It felt as though they were actively discouraging patients from being seen. Even when I suggested that the nurse appointment could be scheduled for another day, I was met with rudeness and complete inflexibility.

Very friendly and accessible. Can’t recommend enough

No doctors available when you feel sick. By appointment only and then you might be dead already.

The nurse, Debbie, was extremely rude, speaking on behalf of other patients in an inconsiderate manner.

every time I try to make an appointment I always get told to go to urgent care or if I can’t afford that then go to the hospital as they don’t have any and the walk in clinic is not open