"Poor communication skills"

The communication skills of this hospital are very poor, letters for appointments are never received by them, when you phone the hospital and enquire where your appointment letter is that explains your possible procedure they say they will send another in the post? Which also does not arrive. If you complain and ask to speak with the Medical Director you wait days for a call that does not happen. When you phone and ask to speak to the Medical Director as a return call was never received the outcome is very unsatisfactory as the Medical Director has not read the emails that has been sent to them by their own staff.