"Poor communication"

I have just opened up a really unpleasant letter from Millhill surgery, Dunfermline, scolding me for not turning up to a day surgery appointment and informing me that I am no longer eligible for the surgery because I have wasted their time. The trouble is they never told me about the appointment! ! This is despite me chasing them twice with phone calls and each time being informed by a receptionist that the waitlists are really long and they were sure they would be in touch when it was my turn. I have been waiting a long time for this surgery and to be told I will now no longer be able to get it - and in such a cold and unfeeling way too - is deeply upsetting. No one has phoned or written to me in advance of this letter and yet the blame and consequences are levelled directly at me.