"Choose And Book"

I had a procedure at the hospital which went perfectly. The problem is if you are a member of the great unwashed you don't get to speak to a secretary, you tell who ever it is on the other end of the phone your problem or issue and they I am told pass it on. Not having heard anything back who knows. No doubts about the hospital, you get what you pay for. So if you want to feel 2nd class you know the way to go. I was also just told choose and book don't get to speak to secretary's due to the nhs contract conditions. Nice