"No wonder no one cancels appointments they can't..."

I am very pleased with my experience of this hospital but getting through to cancel or change a glaucoma appointment is nearly impossible. There should be someone to answer all appointment calls within 5 minutes or the hospital should be banned from publishing figures of patients not turning up for appointments since it is clearly the hospital's fault not the patients. Surely the main appointments telephone operators could be equipped with pen and paper to take a message if the glaucoma appointments team is permanently understaffed - as they seem to be in my experience.