"lack of admin capability does not inspire my..."

I booked a private consultation via my medical care with the consultant's secretary who asked for my insurance details. On arrival, reception asked me to supply details of insurance to them, I asked the secretary to forward as I did not have them with me. Two weeks later I received a curt and threatening invoice notice. I was told that the secretaries don't give this information to reception. I find this lack of co-operation quite perplexing and wonder why the onus is on the patients to do the administration twice over. I do not appreciate the tone of the invoice note as I have complied with all requests. Not as important but the loos were grubby and car park was full. Nice man directing the traffic in the car park though. Confidence is built by everyone in a system, if the visible administration doesn't work, then other aspects may be lacking. It's all part of the care package.