"Would like to say 'Outstanding' but..."

Both myself and my family have visited this hospital on several occasions both privately and under the NHS. On all occasions we have been dealt with in no less than an excellent, caring, friendly and professional manner - thank you to all involved. My one and only criticism has to be the telephone receptionists. Twice now, I've had to ring for advice and/or to change a date for an appointment. On both occasions I have encountered a very offhand response. On neither occasion was I properly listened to and on both occasions I was talked over when trying to explain the reason for my call - this then of course resulted in me being given completely incorrect information because said receptionist had not listened to my request. I then had to try and further explain whilst continually being interrupted. The 'phone calls have taken far much longer than they needed to had I been listened to in the first place - both a waste of the receptionist and my valuable time and frustrating for both of us! This is a great shame as it lets the rest of the 'Team' down.