"Unhelpful staff in pay yourself"

I spoke to a few individuals in the pay-yourself team and they were useless. The person claiming to be a team leader had no clue and struggled to understand basic medical terms. I felt like I was being pushed into making an appointment. One of the people I spoke to was helpful but only works a Monday and end of the week. It's such a shame as they were kind and knowledgeable. As I am paying for the surgery out my own pocket I have been doing my research and rang all the private hospitals in the area including Newcastle and Darlington. It's cheaper to go to them and a much nicer staff on the phone. I have been in to visit friends in the hospital and there seems to be a lot of staff leaving. I saw the hospital manager (a member of staff pointed them out) while I was there they were walking around and looks very unapproachable.