"Lost hospital appointment letter"

My GP told me I had an ENT consultant appointment tomorrow but did not know the details.

I wanted to know the time and location of the appointment and whether it was face to face or telephone, before traveling to the hospital.

I guessed the wrong hospital and they were curt in saying they had no record of me and couldn’t help.

I felt frustrated as I didn’t know why they had no record. I called back to the Lawson practice and Shazia was able to look up my record and tell me the correct hospital. She also gave me details of the appointment and the phone number of the hospital. She listened well to my problem and was supportive and professional. I felt I could have phoned again and would be helped if I needed to. I spoke to three people in reception in different hospitals/clinics that day and the Lawson Practice reception stood out in their politeness and helpfulness. They were willing to go the extra mile despite being busy.