"Disorganised and lack any empathy"

With Covid-19 I expect delays so waiting 7months for an endoscopy appointment was expected. I received a letter confirming my appointment just a few days before which didn't leave much time to prepare and arrange with work but again, expected. I was told that I would receive an update in 10-14 days and if I hadn't to contact medefer. Fine.

1 month later I still have yet to get an update. I've been bounced around every operator they have and told something different every time. They seem completely clueless and always have to check with their colleague when their shift starts because seemingly they don't use the system to store/share notes. they had no idea my appointment had taken place until I told them they arranged it? I was told they hadn't yet requested the results of biopsies 2 weeks after they were taken I've "called back in 2 days” so many times now and every time I a receive a miserable attitude, minutes of silence whilst they read their screen and pure confusion.

Medefer are supposed to be the in-between. You'd expect compassion, organisation and reassurance. If there's a delay, tell me that. If I've misunderstood the timing or process then advise me. There are people in a worse off situation than me that just want reassurance that this scary process is being handled by someone competent. It's only our lives at risk if you don't know what you're doing.