"Who governs Reception staff when abuse has happened?"

I am struggling with a newly diagnosed mental health issues, a triple header, anxiety, depression and PTSD. After being on a waiting list for some time to see a Psychiatrist, I was finally given an appointment in January. Sadly I then had to wait until April for the next appointment, and then, with the next one in June, I was finally diagnosed and given medication. I was under the impression that when first put on medication I would be given earlier appointments, just to monitor it, follow up. Well, my next appointment was not until November.  

I feel the Receptionist for my Psychiatrist seems to lack any empathy or sense of kindness. I am very restrictive in when I can get to see the doctor, particularly as I live some distance from the Clinic. I have even asked my Psychiatrist to help with the appointment, however, once they left the desk, the Receptionist appeared to do what they wanted and I had to wait 5 months for a follow-up appointment.

When phoning to confirm that my appointment in November was still available, I tried to be proactive and asked to book a follow-up, just so I would not have to wait 5 months in-between appointments, only to have the receptionist yell at me, saying when do you want it! December! January! February! Because the doctor will decide not you, and then hung up on me.

I am extremely vulnerable at the moment, trying to deal with the mental health issues that I have developed, and curt, aggressive behaviour as displayed by the Receptionist can, and does, set me back in any development I have managed to make that day. I go from trying to get on with my life, making plans, and then dealing with a phone call like that, and I am diminished and unable to get back up. The most frustrating part of all of this is that I feel bullied by that staff member and there seems to be no avenue of complaint, other than speaking to the organisation, which I don’t feel I can do, because I feel that I will be further disadvantaged and appointments will become even harder to get.

Receptionists seem to have so much power over access to the doctor, and there does not seem to be anyone I can speak to regarding the issue. No one I can make an official complaint to, no governing body at all. Which when you consider how they control your access to the doctor, it is extremely concerning.