"Fantastic doctor and medical staff but awful..."

I have been a patient of the Rheumatology department for 7 years now and I have to say the doctors and the medical staff are wonderful. The Prof. is amazing and really looks after me but the reception and administrative services are atrocious. The staff consistently look miserable and seem to help only grudgingly. Phoning through is a nightmare, I have never been able to get through which is incredibly frustrating when all I want to do is double check a time or date of appointment. Appointment letters never materialise and I have been accused on numerous occasions of missing appointments which I had no idea of. I have appointments approximately every 8 weeks and sometimes my appointments are changed and I don't know because the letters are not sent. I have just tried ringing now and again no such luck of getting through which prompted me to write this. I hope hospital admin take note because this is the worst hospital reception/admin team I have ever come across and they are costing the NHS money through their incompetence.