"Forgot we were there!"

I recently took my 85 year old mum here to have a cataract operation. The other patients who arrived in a batch at the same time as us were coming and going so after an hour we asked what was happening. The nurse replied "Oh, we have been trying to call you at home." What? When we arrived we gave in the appropriate form and this was clearly sitting on their desk! And to think I was hoping my elderly mum might have some sort of priority. Instead they forgot we had arrived, even after checking in correctly and following procedure. It doesn't fill you with confidence!