"My Wife's appointment at ENT"

My wife attended the doctor at the beginning of the year regarding issues with her ears and a build up of wax. The GP said that they no longer perform procedures such as ear syringing at the surgery and that my wife would need to attend the ENT department at the hospital. We received an appointment for March this year but due to covid-19 this had to be cancelled and they couldn't tell us a time frame of when she would now be seen.

We received an appointment finally for today, so i took my wife along to her appointment, ensuring to follow all the new covid guidelines of waiting in the car park etc. when we finally saw the nurse, my wife was informed that her procedure could not go ahead today as planned as the wax in her ears was too hard. The nurse said that she should have been using drops to soften this prior to attending the appointment today, but this had not been communicated to us prior to the appointment. Nor was it mentioned on the appointment letter. Had we known about it we would have applied drops. No prescription was given.

This is upsetting as my wife has waited 13 months (since she first went to the doctors) to receive treatment for her wax build up. I am not happy that nothing was communicated to us prior to the appointment and because it is now having a knock on effect on other appointments my wife is required to attend with audiology to fit her hearing aid at the beginning of October. These appointments cant go ahead until the wax is gone. This is causing great distress because the nurse today told her that it could take up to 3 months to remove the wax and get another appointment. so she could be waiting months. We had been told at a previous appointment that the method for removing wax from ears could be done despite the wax being hard but that was not the case today. Poor communication and conflicting advice has led to upset and distress , along with the worry as to when she will be seen again.