"Appalling Eye Clinic appointment so called system"

Firstly I would like to say I have no problems with the eye clinic itself - once I get there. All the staff are fab (just one exception of a rather officious and unhelpful receptionist who is always on the nurses station). Getting an appointment is another matter. Every time I see a consultant they tell me when my follow up appointment is due and that it will be sent to me. It never is. I always have to chase them up and even then I don't get promised call backs etc. I've been waiting for my latest follow up appointment for 6+ weeks now (12 + weeks if you take into account the last appointment error). I noticed that someone else on here with the same problem was advised to phone or email PALS, so thought I'd follow that route. Sent PALS an email a week ago and did not even received an acknowledgement. Today I received a letter form the Appointments Officer, Ophthalmology telling me to call them within14 days or be discharged!!! They have got to be kidding, but of course they aren't. I have tried several time this morning to call the number given but it is always busy, can't think why....... Also I have to pay each time I call as I have to wait for a recorded message to tell me its busy.