"The treatment of elderly patients"

My mother is 89 years old, is quite frail and on a lot of medication. Currently she is under the ophthalmology unit at Royal Bolton Hospital. On her recent visit is had breathing difficulties due to having to wear a face mask for over two hours. She was told by the consultant to get in touch with her GP to provide an exemption certificate for future visits. When she did this, she was told by the practice they had decided not to give exemption certificates because everyone should wear a mask and if she wanted one, she would need to get one off the internet, or look for a face shield.

When I phoned to ask why this was the case, I was told they would not supply the letter.

Surely this is not the way to treat elderly patients.

I work for the NHS and find it embarrassing that this practice is working this way.