"The worst experience and service I have..."

What could be improved

The dept lost my referal for a urgent CT scan and after waiting 2 very stressful wks for a CT appointment rang to find out that no paper work had been passed on and no scan booked. I then rang the urology dept to be told that the doctor did not have a secretary and therefore my appoinment had been missed. I was told they had not been told this was urgent although I saw the doctor at my appoinment write ugent on the front sheet. I rang today to be told that they have a back log and that it would not have been seen by the Superindent in CT yet and that the urology dept should have put on note on the say it was late.

Therefore I am still waiting for an appointment.

Areas for improvement where do I start not being rude on the phone would be a start acting on the infomation given (anyone of the people i have spoken to could have infomed the CT deptment of the urgency) Also to top this all off i was sent duplicate appointments for my ulta cound and for my appoinment in Urology ??