Service shambles

I recently went for my annual MRI for a chronic condition. I have done this yearly for quite some time. I have never had issues. DRS suddenly wanted an authorization number (which is not needed on chronic cover) and we had quite a back and forth. I sent through my proof of cover and when I arrived there was still issues. While I was sat in the waiting room, EVERY patient that walked in also seemed to need to argue with the reception staff before they could be helped. I have never experienced anything like it. The staff seriously need to be retrained into a mindset of how can we help, rather than their current how can I make this more difficult for you.