"Constantly being passed around"

I self referred for some therapy to help with anxiety I had been having. Unfortunately I felt that I was constantly passed around the service and never really listened too. My appointments were cancelled, rearranged and changed therapist! i thought some people on the phone were very rude and just wanted to get me off the phone. One saving grace for this service is one of your staff. She listened to all my concerns, gave me time and reassured me. Even though there wasn't much she could do, she called me back and kept informing me of what was happening, which when I spoken to other members they had not done this. She was very calming and actually felt like she cared which was lovely to see especially when I felt very anxious about accessing service.