"They need to radically improve their communication skills"

I requested a consultation with Orthotics by self-referral. I received a telephone appointment with Podiatry, whom I had already seen, and who had been unable to provide the excellent service that they had given in the past.

Today, the person phoned me, failed to identify themselves. Eventually they admitted to a first name. I went through the story again. They knew all about it. They said that they don't have time to provide the previous service, a view that I did not request.

They said they would refer me to Orthotics and ended the call abruptly. They need to radically improve their communication skills, not to say ordinary, everyday politeness and empathy.