I was there too OC eleven o'clock appointment gone to find out my results, thankfully I live another day.
I know what you mean about those on reception, surly bunch, smiling and making polite conversation to people/patients, most of whom are there as I was to receive good or not so good news, if it's too much trouble then why be given that job.
As my work mentor told me when I left school and was out in the big world "It doesn't matter what sort of day your having, never take it out on the customers, always be pleasant and above all courteous" and I always have, and believe me some of the people I have had dealings with over the years it wasn't easy.