"Rude secretary left my wife very upset"

We were told that we'd receive an appointment for a clinic in paediatrics by a consultant following a brief visit to the hospital a month ago. We have not received the letter and so my wife rang to enquire. The secretary was extremely rude and very reluctant to follow up this enquiry and repeatedly just told us that there were no appointments available on the clinic we were expecting to be seen on. My wife suffers from post-natal depression and left the phone call in tears. This secretary has been rude to us in the past. We are not pushy and were not being rude to them or even complaining about the mistake of the missed appointment booking and we also understand how hard being a receptionist can be but the level of rudeness is just not acceptable and has caused a spiral of low-mood to occur today for my wife who was already feeling overwhelmed. This is on top of the original (recurring problem) of letters and appointments not been sent out; we have to constantly chase for these things. There is clearly and administrative problem that needs sorting besides the lack of any compassion across the phone.