"No support, false assurances, highly disappointing"

The only point of help we currently have for a family member and there's no point even calling it help. My family member clearly needs help and we have been contacting the HRTE and complaining for two years because said family member has had no counselling since their counsellor abruptly left. My parents have visited several times, called, written letters, written emails but all we get is fake reassurances that something is going to be done about the situation. Nothing ever gets done save random appointments months apart while the situation we have gets from bad to worse. It's no wonder this places has horrendous ratings from patients themselves they do nothing for them! How they are still standing is a mystery. Frustrating, hard to get a hold of, passed around to different people without getting any clarification on a situation while everyone suffers, how is that helping anyone? Considering mental health is a massive issue how is it that the team assigned to helping these patients is failing so spectacularly? We feel absolutely let down by this establishment and can't express how helpless we feel with the lack of support from this team.