"Errors in communication"

My mum saw a consultant at Rennie eye clinic at St Helens Hospital.  in July 2017.  By that time her eyesight was reduced in both eyes.  She was advised she would need a general aneasthetic and they said they'd send her a letter.  Weeks past and no letter arrived. Followed up with a phone call, they said they'd be in touch.  No one ever got in touch again, I complained to PALS and spoke to the clinic manager.  After a couple of calls I was told there was an error in communication.  My mum had been discharged without treatment.  Had to go to a different hospital as mum could no longer see and was totally dependent on family members. Mum had her last eye op in Liverpool in October 2018. 

Mum was the diagnosed as having macular retinopathy.  Was again regretfully referred to St Helens hospital.  Appointment letter arrived for September, but this was canceled with a note saying it would be rearranged.  Again, no further letter arrived, and mum still has no treatment as of March 2020.