"More caring reception staff, looks ..."

What could be improved

More caring reception staff, looks like they don't like there jobs.

and

Blood on the floor in the examination room childrens A&E

Anything else?

I had a message on my answer machine of my outpatient appointment, I phoned to change the appointment and not only was she very abrupt but she was difficult to hear and understand. I have since phoned about the appointment and now they have no record of any appointment. What do I do ??? I have no one else to phone as your telephone lines close at an unreasonable time of 4pm