"hard to cancel apps"

I was all week on the phone trying to contact the west kent eye dept to change my mothers app as she was not well, but either the phone was engaged or kept ringing so I decided to go to the Hospital in person. On arrival I found myself waiting by the reception desk at west kent eye dept and the reception women were just talking to each other and acted as if I were not there. After ten mins or more one looked at me with contempt and asked what I wanted so I told her it was to cancel an app and change it. There was no sorry offered that I could not get through on the phone, but rather I was treated as if I was annoying and yet we are told to cancel apps. Unless people are treated as humans and not like nothing special how can we even want to bother to cancel. How can we cancel if we cannot get through?