"Poor service from staff"

On several times when I have phoned, the person I spoke to from children's services at Queen Margaret hospital has referenced "all children" or "all the other children". With all due respect I have no interest in other children, I'm talking about my child. 

I feel the member of staff is not displaying empathy/ compassion. They told me they were not there to be spoken to in a certain way...but neither am I. I called about an appointment for my child, not the other children in Fife. I had 3 days notice for something I have been waiting on since May.