"impolite and not professional service provided"

was referred to the gynaecology department from Ealing hospital, although when i received an appointment letter it didn't have a hospital name, hence it was assumed it was from Ealing hospital as previous appointments. although as soon as we got to Ealing hospital, they were very helpful trying to direct us to the right way. a staff member even tried to call up the hospital directly although the lines were very busy. after leaving Ealing hospital i called the hospital up and waited on hold for an hour so the person on the line could redirect me to a line when the line went through, it said they had changed number. i called the service again and the person again redirected me to a helpline for all hospitals in London, instead of helping me she was impolite and didn't have a good tone. the person who i talked to didnt understand what the situation as and said that there was no way which she could contact the hospital.