"Completely uncaring"

Today I took my 93-year-old mother for a corticosteroid injection appointment at Healthshare Physiotherapy department at the East Oxford Health Centre in Manzil Way.  We arrived to find the lift was broken and the Physiotherapy department on the third floor.  My mother, who has atrial fibrillation, diabetes and walking difficulties, was faced with a long walk in the wind around the building on her walker to use the staff lift.  She has a wheelchair which we could have brought but Healthshare (despite sending us numerous irrelevant questionnaires to fill in) did not bother to inform us about the broken lift.  Nor has Healthshare shown any urgency in having the lift mended as I gather it has been out of order for several weeks.  I asked if we could borrow a wheelchair but was told that 'if patients need wheelchairs, they have physiotherapy at home'.  This is just stupid: my mother was attending, not for physiotherapy, but for an injection - and a home visit was never offered to her.  The receptionist was unfriendly and unhelpful.  I am appalled by the lack of care and atrocious communication shown by Healthshare.  An old lady was put to needless discomfort and distress.