Vague approximation of the letter (it was quite long, as her complaint was four A4 pages!):

"That I was sorry she felt she had a poor experience at the surgery that day.

That our clinical policy specifies that all clinical staff on duty will attend an emergency when the alarm is pressed and will remain at the scene of the incident until the patient is stable. This allows them to quickly get emergency drugs or the defib. if required. This has been agreed by all the GP's as the best way to handle emergencies and I'm sure if it was you or your family you'd be impressed by the thoroughness of our response.

That I appreciate it's not always convenient to wait for an appointment but I note that my receptionist offered to book you another appointment the following day, which you declined. Unfortunately I was there at the time and did notice that you then raised your voice to the receptionist and said some things in the heat of the moment that I'm sure you will now agree were not appropriate.

We welcome all feedback and thank you for the time it took you to write the lengthy letter that you sent me, I have passed your issues onto your GP, however I will not be pursuing your complaint at this time.

If you're not satisfied with our response etc. etc."

She was really unbearable and quite racist towards my receptionist so this all goes on her record and if it happens again we send various written warnings and may end up removing her from our patient list.