"A cancelled appointment"

My elderly father, who has severe mobility issues, had an appointment to have his ulcer dressed. When we turned up we were informed that his appointment had been cancelled as his NHS record had been transferred the previous day (he has moved house). The receptionist was really unhelpful and seemingly not prepared to try and get him seen. Why did they cancel the appointment, why did they not tell him that the appointment had been cancelled and why was the receptionist not willing to try and get him seen by somebody. As the ulcer was causing pain I had to take him to A&E and this caused a great deal of stress.