"The person I finally got through ..."

What I liked

The person I finally got through to at the ultrasound department, after waiting for 25 minutes for someone to answer a phone

What could be improved

The person who answered the switchboard, who was incredibly rude, bad mannered and nearly had me put the phone down and not even bother trying to be put through to the urgent scan department.

Anything else?

You may actually wish to employ "front of house" staff that actually LIKE dealing with people, also, when hanging on the phone for 25 minutes, it would be nice to be told intermittantly that someone will be answering your call shortly, as it were, you just felt like you were ringing out and it wasnt even being registered on the system.