I actually saw Dr. McCleod in consult in 2006 and found her quite pleasant. Ultimately she did not end up doing my surgery but that was more due to scheduling. I'm sorry your experience with her was so negative. You should never see a doctor you don't feel 100% comfortable with--in fact, that is the main reason I sought out a new GI. I was just never confident in my former one.
That said, in my experience, I have noticed that there is sometimes a tendancy for doctors' secretaries/admin staff to be very protective of the doctor they work for, to the point of "blocking access." Even with my own surgeon, I on several occasions ran into issues with the secretary not relaying messages, telling me the doctor was too busy to see me/answer my question, to call back another time, etc, etc. When I had pouchitis, I actually had to get my GP to phone the office because the secretary had roadblocked contact. She told me the surgeon was too busy, and I'd have to get a referral back to him through my family physician!! When I actually got an appointment she was nice as pie, but on the phone it was like dealing with the gatekeeper for the Pentagon vault.
As for my surgeon, he's great... as soon as he heard I was having issues he called me that evening. So there was certainly no reason for his secretary to give me the run around. It's like they go on a power trip.
Outside of my own experiences as a patient, I happen to have a job where I do work with doctors (I'm a disability analyst for insurance and often have to call claimant's doctors for status reports). It's not that unsual to run into an admin who guards the doctor like some sacred treasure; e.g. you're not getting through to the doc until you speak the codeword! *LOL*
Honestly, I don't know why staff have to be that way. I know sometimes patients can be pushy, but for me, part of the whole patient experience is how you are treated by the admin staff, since ultimately it's those people you are going to need to deal with when making appointments, phoning with questions, etc, etc. It would be some much smoother for all involved if the admin staff could be little more pleasant and accommodating.