"Rude, uncaring and none, or very poor,..."

The date of my appointment for day surgery in urology was not chosen by me or with me involved in my care but by the hospital and the urologist them self - no choices of dates were ever given. This is the first issue regarding the hospital and its staff being not fully patient-centred, despite the hospital and staff constantly claiming to be. The urology secretaries of the one urologist upon me trying to change the appointment date to a new date were not friendly, rude and did not even know what patient-centred care meant when I asked them about the term's definition. Already, this was very concerning for me as a 'patient'. This is before the one angry secretary in urology slammed the phone down to end the conversation on their terms only without sorting the issue out at all. They did this right before I could get a word in and tell them exactly what the problem was and why it needed changing. They had no time to listen to a patient's concerns or needs so they felt and decided that slamming the phone down and cutting them off is the right way to avoid dealing with the issue and was extremely unprofessional for a supposed qualified medical secretary whom is meant to be representing your hospital to patients in a professional, kind, understanding and patient-centred way. Being there for the patients is very important or at least passing them onto their more skilled and experienced colleagues above them if they are unable to, or do not wish to, speak with the patient themselves. Due to their very unreasonable and unprofessional actions I still do not have the appointment changed to a date that is right for me and have suffered emotional distress from their aggression and total lack of empathy and understanding about why a patient might be frustrated or worried about their healthcare and those that provide it. I did very clearly and repeatedly, as they rudely kept talking over me threatening me to end the conversation for no good reason, request them to pass me onto one of their colleagues as I could easily hear they were not willing to listen to me and even acted clearly in the manner of a doctor is 'God' and 'patient' is nothing on the very bottom rung of the ladder, very hierarchical still at this hospital with its culture of patient seen but not heard (no patient voice or advocacy much at all from my multiple experiences here). They and their colleague who also works with them and is another urology secretary for the same consultant urologist has really scared me from going to your urologists now and upset my confidence in your staff putting patients as a priority, as it says they apparently do, though only in theory not practice. I really would not wish to have to talk to these two if feeling really unwell and needing urgent care in urology as they upset me and raise my stress and anxiety levels further than they already are when unwell. I have yet to receive a formal, or any at all, apology from urology over both these serious issues. Paternalistic care still....