"urology secretaries are very poor"

I am being seen at the urology dept of Southmead hospital. The professors and doctors are great but let down by poor admin. I waited for 7 weeks for an important letter to arrive. When I rang and spoke to the secretary who was hostile, unhelpful and unkind. The secretary tried to say that the letter was lost in the post and that I should do a postal search. My gp surgery received the letter the same day so they were incorrect. The doctors and professors do their bit and I do mine but the admin staff are disorganised and basically just plain horrid!