"Lack of customer service"

I am a patient with 10+ years experience with Charing Cross Hospital. Things have certainly improved over the years, but the lack of customer service from admin staff is still very disappointing. I am a customer and I don't want to be treated as a nuisance, especially when I have to chase the hospital for appointments that have not been set up. I find admin staff very rude, not helpful and not willing to take responsibility. Customer service is key, especially for patients, and I hope more effort will be put into making the hospital a patient friendly environment. A suggestion: take staff to a private hospital to show them that patients can (and should) be treated in a very different way, perhaps that may help...