"customer service"

I was appalled by the service of customer care I received when I phoned through to children's ward to chase up an appointment! The lady on the phone was extremely rude and disagreeing with me about what my GP had told me about my sons appointment time scale based on him being a newborn and a having a highly suspected hole in the heart. She completely disregarded me, gave me another number without the chance of being able to write it down and then proceeded to hang up! When the call ended I was in tears due to the lack of help and respect as a parent trying to do the best for my child!