"Great start - but not going so well now."

I've already written a lengthy feedback regarding the initial treatment at A & E and subsequent Outpatients. However, I visited for my MRI results on 28/1 and was told by the registrar that due to my personal needs, I would have the treatment by the end of March. I visited the admissions centre to carry out all the routine pre-admission tests and was advised to call the waiting list 'people' 2 weeks later to ensure they understood my need for the operation. I called them on 11th Feb and was told they would get back to me. They haven't - they informed me that I was 20th on the waiting list and there was no guarantee I would be operated on by the date the registrar had mentioned. I am still awaiting a return phone call. I visited my GP today for another sick note and was advised to call them again - I am currently on hold and have been for 16 minutes now. What has started as an outstanding service is now started causing me some concern. Hopefully I will get a response today. If the phone lines are unable to be answered, please could perhaps someone arrange for a 'your call is in a queue' or 'please leave a message and we will call you back within ____ ' message to be given.