Totally clueless consultants

I cannot understand why we need to go see a doctor every 6 months and pay consultation for chronic conditions. I was told by a consultant that the consultation for chronic medication should come off chronic benefits. I called today to be sent from pillar to post, started at claims, was put through to some medi-clinic dept to be put through to the chronic department to be told they only deal with chronic medication. Why is the switchboard or claims consultants not trained to route the calls to the correct department. I cannot be the first person having this problem.