"I have been ringing this hospital ..."

What could be improved

I have been ringing this hospital from 10.00 this morning but after waiting 15 minutes I hung up. I am trying to cancel an appointment I received through the post I am now ringing again it is 2.45 and up to now I have been waiting for 26 minutes and 35 seconds I will send my phone bill to the hospital when it arrives it is way out of order to keep people waiting for so long but if you do not let them know you won't be attending you get a black mark next to your name and I have been waiting for 4 days for them to ring me back like it says on the answer phone press zero and one of our team will call you back really WHEN!

So much money spent on this hospital but they can't even manage to get the communication department right. PATHETIC.