It is very frustrating. Whereas I completely agree that we should all be patient with receptionists, some of them should try harder to be patient with us.
I rang the NHS call centre this morning to rearrange a telephone appointment that I had been sent (ie I hadn't made it myself). I will be away when the appointment should happen.
The clinic is now fully booked, and I have to wait a minimum of five weeks for another appointment. I asked whether the wait would be flagged with the consultant, as a further five week wait will mean it is months since we spoke (and tbh, I think we need to do more than speak - I have been diagnosed with Graves Disease over the phone, and am being referred for radiotherapy on my thyroid without having seen the consultant face to face), and the receptionist seemed to think I was being unreasonable for asking. She was quite indignant when she said 'Well, he won't be told about you specifically, no! The system only books ahead for 5 weeks, so it will be 5 weeks before you get another appointment.
I then rang my GP surgery, because I had a call from them on Friday asking me to make an appointment to speak to a doctor about some test results. I was told to call back at 8.00am to see if there was an appointment. I explained that I was responding to a call from the surgery, and she sighed loudly and repeated her words more slowly 'You will need to ring back at 8.00 am and see if there is an appointment.'
I was polite, but it's not on, really. That was two receptionists on the same morning, and both were rude.
IMO, telephone appointments are a travesty. I really need to see a doctor about my thyroid, rather than being given toxic drugs for months on end, then referred for a procedure that means I will be on drugs for the rest of my life.
I also find them difficult to work around, as finding the privacy to take a call (they never tell you what time they will ring) without being overheard or needing to explain why I am leaving the room is often difficult. An appointment is always one to one, and at a pre-arranged time, so is much better for the patient.