You are an FY2 Doctor in general practice. Mrs Thompson is a patient who has recently joined the surgery and she has built a good rapport with you. She wishes to raise a complaint about one of the receptionists but refuses to speak to the GP partner, instead requesting to speak to you. You feel uncomfortable about this and looking through her records, you note that she had made multiple complaints regarding various staff members in her previous GP surgery.
Choose the three most appropriate actions to take in this situation: