Our expert says:
The doctor is being over-protective of his staff. His bookkeeper should not be handling patient queries and requests, and he should apologise for her having been rude to you. Maybe he's becoming a Grumpy Old Man ? ( I"m a fully-enrolled member of that club )
You have an absolute and over-riding right to expect helpful and polite treatment from ALL of his staff, and he should never allow someone with attitude problems to deal with patients.
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