rafichagran, sorry if you think my post was snobbish and patronising. I can see how that would come across, but can assure you, nothing could be further from the truth. I have working class roots. In fact, my mum was a receptionist in many different places, most of her working life. I can’t imagine her ever talking to someone like this, even on a bad day. I get tired of bad behaviour being excused/ explained away. I also don’t like seeing people, especially vulnerable ones, being put down. There was a school secretary in my kids primary school, who was the most vicious person you could ever meet. She undermined everyone, including the Head. Was she simply having a bad day? If she was, then it was every day for ten years! I would be like you, and give as good as I get, normally. However, if I was recently widowed, I may not. I would bet that Luckygirl, wasn’t the first patient this woman has been rude to, and won’t be the last, no matter how much ‘ re training’ she has. It’s most likely just her. Hopefully one day, she’ll meet someone like her, perhaps that’ll change her.