"Appallingly rude, totally unhelpful, and..."

What could be improved

I rang the outpatient appointments to find out if my baby son's referral to a pediatrician (by his GP) had been received, as I have been waiting 2 months to hear from the hospital. I was told that he had not been given an appointment, and asked how long I should expect to wait. The person on the phone said 'there is no time frame' I asked if it would be within 6 months. The person on the phone repeated 'there is no time frame'. I asked if it would be within a year. The person simply repeated the phrase in a monotone. I asked if it would be within five years (never raising my voice, always calm and polite). The person hung up on me. I'll repeat that: I have an ill baby who has been waiting nearly half his life to see a pediatrician, and the receptionist, whose job it is to deal with the public, was rude, insulting, unhelpful, and HUNG UP ON ME. This is disgusting and unacceptable.

Anything else?

I would like to be contacted with an apology, and information about how you train your telephone staff in customer service. I also would like to understand why it is taking so long for my son to be seen by a pediatrician and to know what you are doing to improve waiting time for ill babies.