"Confusing Experience with GP referral and Clinical Imaging"

I am currently on medication for my Rheumatic & Neurological condition which requires regular checks on my blood and lungs. Recently I went to the GP over concerns about my breathing and was referred for an urgent X-ray to find out what was going on and check that I am safe to continue my ongoing treatment.

I had moved house in the last 6 months so I made sure to double check my address had been changed, as I had already had an experience with where an important consultant appointment was sent to my old address despite notifying the trust of my new address. My GP confirmed that my address was correct with me and I was to await for the appointment in the post. Unfortunately the appointment never arrived, resulting in me missing the appointment and my GP being informed that I did not attend. 

When I called my GP to chase the referral I discovered what had happened was informed by the secretary that the clinical imaging team had used my old address and that updating my address via my GP or Trust did not guarantee all NHS services will be updated of my new address. I was instructed by my GP secretary to personally call all the services I had regular contact with individually to provide them with my new address, including Clinical Imaging. I was told that I would be able to quickly rearrange my appointment, but this wasn't really the case. 

Over the 45 mins I was bounced between various departments working my way through various call cues and people, reexplaining what had happened and explaining why I was calling. I was supposed to be at Royal Cornwall, but clinical imaging has been moved to a variety of community hospitals. I’ve been told it might be at Camborne Redruth (Barncoose) or Hayle (St Michaels). I’ve no idea where the Clinical Imaging Department is based at this time, but when I eventually got through to them I was told that what I had been told by my GP was incorrect, the error wasn't down to them and I needed to go back to where I started.

When I tried to explain that I had already spoken to the GP and that they had told me to contact clinical imaging I was told that was wrong and it wasn't their problem. I tried to explain again I had already done as they had asked and I just wanted to make a new appointment because I was worried about my lungs, I was then passed over to another person who rather than listening just talked at me.

My 2 conditions cause me chronic pain which causes brain fog. As my conditions have deteriorated, so has my ability to navigate the system and I can easily become confused. This person spoke to me in a way that made me feel really stupid and made me feel frustrated that I couldn't get the appointment I urgently needed. 

My partner eventually stepped in to support me on the call (as she does during more complex appointments) because she could see I was becoming increasingly confused. This member of staff clearly did not like this and said at one point "I am talking to you, not the person in the background" when my partner was trying to explain to me what was happening and trying to clarify what was going on.

At this point we knew we were getting no where and that everything had been blown out of proportion over clear miscommunication between services and people being unwilling to help me sort out the error. My partner was really shocked and angered by the way I was spoken to. It was only when when I explained that I was struggling to understand because of my disability did the member of staff change the tone in the way they were speaking to me and eventually offer to make a telephone call for me. This offer still resulted in me not being able to re-book an appointment with Clinical Imaging and me being told to go back to square one with my GP.

I feel that Clinical Imaging staff clearly require training on how to communicate to patients with more compassion, help people to navigate the system more easily and be more aware of hidden disabilities. I am now worried that I will not be cared for kindly when I do eventually get a new appointment and I still don't understand why my old address keeps being used despite updating my GP, hospital and pharmacy contact details.