"Pain Clinic causes Pain"

Given an appointment, which is written on my appointment card and then receive a text for a different day after having already arranged time off work. Date texted is impossible to make due to work commitments. Rang the number on the text only to be told that they have to "email" the pain clinic to "explain" what has happened. Asked if I can speak to someone directly as now it looks like I do not have an appointment - only to be told 'no' they can only be reached on email.... Obviously in pain which is why I am seeing the Pain Clinic but they are causing me more pain. This is what has happened before and then I get "lost" of their service...