I have to say I have had the same experience myself. My rheumatologist splits his time between two clinics and his home office. The receptionist at the clinic I go to has forgotten to pull my file ( I sat in the waiting room while people w/appts after mine were seen), is rude and not helpful on the phone, and fogets to give the nurse my messages.
So, now I just ask for the nurse by name. If she isn't available, I leave a message. If she doesn't call back in a timely fashion, I call again.
They used to make me feel like a "complainer" and a nuisance. The last time I called their office, they didn't call back. I was in a lot of pain and distress. I finally got fed up and called the rheumy's home office and told them what was going on. They were not happy. They told me to call the clinic again because that is where my chart is, and if I didn't get a proper response, to call them back.
I did what they said, and the nurse called back within ten or fifteen minutes asking for the name of my pharmacy. The doctor evidently responded quickly once he knew I needed some help.
It is such a shame to have to fight for something that should be handled properly to begin with. It is especially distressing when one is in a lot of pain.
I was actually in tears once when the receptionist was rude. I just told her to nevermind and said thank you very much and hung up. She was back peddling and sputtering as I hung up the phone. Then I decided I would never let her treat me like that again.
So sorry you are having so much trouble. It certainily seems to be the way of the world these days.
Best Wishes,
V