"Missed appointment due to not receiving the letter"

My mother attended the outpatient clinic and was told she would need a procedure carried out through day surgery. In February she still had not received any letter, so she mentioned to her nurse who advised that she had in fact had an appointment in early January (which she did not receive). My mum went to day surgery to say she had not received her letter, the girl that she spoke to was very rude and also said... Well the other patient got their letter and turned up, my mum asked for the secretaries name and was told no they would deal with it and refused to give the secretaries name.

The staff member at day surgery reception also said they would need permission to put my mum back on the list - which i fully understand however there is a way to speak to people and I dont see why my mum should have to wait on a list again, she did not dna, she did not receive the letter. My mum has had cancer she is in constant pain and very anxious about this procedure, the way she was spoke to on the day was not acceptable and the fact that she is still waiting on a date is also not acceptable as she has waited since November. My mum left in tears i would'nt like to see anyone else being treated in this manner.