"Receptionist is awful"

I go to Whipps Cross for most of my medical issues as it is local. On this occasion I called to get some information as the department I called kept going to a answer machine I called the main reception 02085395522, When I asked them what time the department close they said 5:30 I told them I have an appointment a 6pm and if they will see me. They said they are closed and transferred my call to a FAX LINE. I called back to ask the same question I wasn't given an answer to and I was cut off after being put on hold. I know funding is not great but is that an excuse to hire terrible staff who cannot do their job? I don't think it is. I am appalled to find that these people are the first point on contact and that they have a obligation to provide information or put me through to someone who can but do not provide it. This is the NHS, if they do not want to help then they need to be placed elsewhere.