I experienced myself that two members of staff at reception and one of nurse for blood collection on different times were very rude,unprofessional and disrespectful.Reception staff do not value patient's time spent to waiting,experience of cancellation of an appointment because of mistake made by another member of staff. Whenever you ask to speak to manager then reception staff does not call the manager and insist to e mail the complaint.one the patient goes through with unpleasant experience then manager does not bother to come and listen even do not have an other team member present to deal with complaint.generally it's very poor management who does not want to go an extra mile to provide excellent service but can not even bother to deal people with respect but want to have zero tolerance policy at surgery for staff only. As a registered patient I believe all members of staff do deserve respect so do we as patients. Also operations Manager should reconsider and over look complaint handling procedure by listening herself/supervisor and providing a valid contact number where people can anonymously share their experience at surgery as well as to make sure that all members of staff get trained how to deal with patients and how to handle complaints. Thanks