Reception staff chewing gum open mouthed, eating cakes & whatever. Then having a loud conversation about which pill they take! Very unprofessional in my opinion

I was 15 minutes late for my appointment and half an hour early for my daughter’s. At the reception, I was greeted with a letter to notify me that I’ve been taken off their register. Despite, me clearly looking distraught due to my terminally ill mother in hospital, none of these health professionals had a care in the world to ask me why I was late or if am ok! I took the letter, sat down in front of them trying to hold back my tears because I didn’t want to upset my daughter or cause a scene. These health professionals sat in front of me just staring. My daughter was then seen 12 mins later than her appointment. When we left the surgery I gave it some time to gather myself and then called to speak to them on the phone to explain why I was late and enquire whether there is anything that can be done in terms of me getting back on the register. I fully appreciate that lateness or missed appointments is valuable treatment time lost. I was willing to wait on the list. However, the dental receptionist said uncaringly; “no there is nothing that can be done”. She continued with how she told me my appointment time this morning even though I wasn’t disputing it. I explained the reason why I asked for my appointment to move closer to my daughter’s was so that we can go to see my mother who’s in hospital. I began sobbing and said “am sorry this is why I didn’t want to discuss this at the surgery because I didn’t want to get emotional there, I was late because I was on an important call about my mother. Her reply; there is nothing that can be done, it’s NHS rules, why were you late in February?” I was honestly speechless! She then basically rushed me off the phone! I felt like just a number on the register. No concern for my wellbeing whatsoever from this health professional. Maybe I’m wrong in thinking that someone who works in the health sector regardless of job should possess and show empathy. In the 7 years I’ve been registered here, I was late three times, all within the past year; a difficult trying year. If your patients are just a number, I’m happy to go elsewhere where there is concern for my wellbeing!
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