I rang the GP surgery due to having problems with the online booking system, this particular bad mannered receptionist talked down to me in a demeaming manner, telling me to use the online booking system at 7.45am in the morning. I tell her the online booking system is showing the next 3 weeks as not available to book an appointment and question her why? Her response to use it 7.45am in the morning or ring for an appointment at 8am. I tell her I can't because I'm travelling to work that time, she responds thats the only option and she gets more and more agressive during the call, like she's on a power trip. I tell her I'm making a complaint. I ring back after a few days, its the same receptionist, she takes my details (d.o.b), I ask to speak to the Practice Manager, she tells me 'We don't escalate calls to the practice manager. you have to put it into writing'. She keeps on repeating this over and over. I feel I'm getting no where and she's looking for a verbal confrotation after realising its me who and she asks "is it about the complaint against me?" I say no, but she asks "so whats the complaint about about you want to tell the practice manager or is it about not getting your appopintment within the 3 day time limit (I was given it 3 weeks later!!!) She asks "is it about the complaint against me? or about your appointment in 3 weeks time" I tell her its neither, but she keeps interrogating me over and over. Her tone of voice is aggressive, she talking loudly and I can hear her colleagues in the background. She tells me "I can't give you the practice manangers details, put the complaint in writing" and she's questioning me time and time about what issue is about (she's trying to find out why I want to speak to the practice manager, so she can pre-empt and try to cover her tracks before the practice manager receives the complaint. I can hear her colleagues in the background and tell her, she's breaking confidentiality/privacy by talking loud about my matter in from of her colleagues (she's buzzing of the power trip in front of her colleagues". She tells me I'm breaking confidentiality by talking to her in the presence of my family because she can hear them in the background!!! She tells me the call is recorded and we are not getting anywhere and she will end the call. I say her attitude towards me is bad, she's not professional and she's now talking over me, interrupting me constantly, then she slams the phone down. My health is not good at the moment and this effected my health....what can I do now to put her strong complaint in and get this receptionist dismissed because of above and she's openly discussed my issue with her colleagues and she went through my notes when she took the call, trying to find out if she could find out why I wanted to speak to the practice manager. Please help.