"A receptionist gave me serious information about…"

I had a telephone appointment for 10:10 with a nurse. I waited by the phone and the nurse finally phoned about 12:30. The nurse wanted me to come in, and I was given an appointment at 14:30. At the appointment the nurse told me a GP needed to review the information, and either the nurse or the GP would telephone me. So I went home and waited by the phone - again. I telephoned at 17:45 to say I was still waiting. After a long phone call with a receptionist and being put on hold twice, I got nowhere. About 18:10 the receptionist phoned back to tell me I needed minor surgery which would be done in house. I am disgusted that I had to hear this serious information from a receptionist.