Tip: Replace your secretarial switchboard with an ...

Tip: Replace your secretarial switchboard with an automated patient management program.
We don't know, maybe the program will be capable of more empathy than them.

Heavy impression of calling the McDonald's standard. Perhaps they are so used to treating cancer that they forget the empathy and emotion that patients can experience ...

Edit: I moderate my opinion, dropping it from 1 to 3 stars. With hindsight, we cannot sully the reputation of an entire institute for the lack of professionalism of a few.
I still believe, however, that the secretariat as a whole should review its practices.
There are things that cannot be done. You have in front of people who are suffering, people who do not know if they will live for years to come. People are suffering and the secretariat has a role to play which should not be confined to managing schedules.
Similarly, the management of schedules and appointments should be reviewed.
It is not normal for a secretary to be able to decide when to make an appointment. This should be systematic: we end an appointment, we immediately plan the next step.
But no, you have to put the pressure, be insistent to get what you want ... It's a shame
Cancer is, as I see it, a disease that can sometimes play out down to the month or week. It is normal to panic, to be anxious, and to expect more from the secretariat than a person who will initiate the meeting when they have decided.

If a director of this institute reads me, and would like to hear our feedback, do not hesitate to respond by leaving us a contact email. I will have no problem sending you my bad feedback on the subject.