Yup, I agree.

However, I have used "scripts" in the past for many questions.

The receptionists are trained to answer that the physio can probably help that if they recognise the condition (since they see so many different conditions and chat to the patients).

If they don't know the answer, they get me on the phone straight away or get a number for me to ring the person back if i am not there.

You are right. Pointing out the differences is probably not the way to go. Pointing out what we can do is...