"Customer care to enquiries is appalling"

My Husband has had two appointments at the hospital under the NHS Adult Hip Clinic. On the second appointment the consultant advised that they would arrange for a hip injection. Whilst they were talking to my Husband I was reading someone else's medical records which were on their desk, clearly in view and right under my nose. After a month, not having hear anything further, I contacted the hospital expressing my concern that we hadn't heard anything yet. I was transferred to an NHS line and advised that it could be up to 16 weeks. Bearing that in mind I have since tried to speak to the consultant's secretary and submitted online enquiry forms asking how much it would cost to pay for the treatment privately and how long the expected waiting time is 4 times. I have even used the BMIs online chat line - still a promise of a returned call but nothing. To date, and this is now almost 2 months since the initial appointment I have received no return telephone calls, no responses to online enquiry forms and no further communication at all. They obviously don't want the money and if their standard of care is anything like their standard of customer service I wouldn't want to touch them with a barge pole! I am going to try a different private hospital.