"The system is only as good as the person on the end of the phone"

I rang today to book my appointment at the Foot & Ankle Trauma Clinic for consultation, following discussion with my GP. The operator was extremely off-hand.

I greatly appreciate the new computerised booking system, but I suggest that this new system is only as good as the humans who answer the phone at the other end.

I sincerely hope that the fact that my telephone call was recorded will highlight the brusque attitude of the telephone booking receptionist at the Royal Berkshire Hospital; she certainly was not doing any favours to the NHS's reputation.