"Poor customer service"

I used the eye clinic at Worthing Hospital and I can say, confidently, it's the most badly organised, unacceptably poor, service I've ever received from anywhere, in any context - either a public body or a private company. They don't answer their phone and when you leave a message, they do not respond to that either. You could spend all day, every day, trying to contact them, for months, and they would never ever, respond or answer. When you want an appointment they may deign to send you a letter with a time of their choosing. When you turn up at this time - no matter how far you've travelled or how bad your eyesight or how difficult the trip was - they may or may not see you, depending on whether they know about the appointment too. And they will obviously, visibly, not care. It's seriously, seriously bad and they are failing their patients. But what choice do you have, if you're referred here by your doctor?