"No continuity of care"

My elderly disabled mother went for an endoscopy at Broomfield hospital. In advance I notified the hospital that she would require a hoist as she was in a wheelchair and unable to stand - let alone walk. I told several nurses, during two calls made to me in advance of the day. Mum also requested sedation, which the consultant agreed to. I also gave mum’s full medical history to a nurse when she rang to request it. I also filled out a form with the same details on it which was given to the hospital.

On arrival at the hospital my mother, who is hard of hearing, had to answer all of the medical questions again, despite this all having been done in advance TWICE. 

The unit was unaware of the need for a hoist and made it seem like an inconvenience to find one. The first hoist, they were unable to use. Eventually they got another and managed to move my mother as required.

When it came to the procedure mum had throat spray to numb her throat but no sedation. She said it hurt throughout. 

The whole experience was unsatisfactory from a patient’s point of view. I just don’t understand what it takes to get information through to the right people! There doesn’t seem to be any continuity.