"Painful ordeal"

I am writing on behalf of my mother who is 78 and is so fed up with the manner in which she has been treated she does not have the energy to complain. She was supposed to have had a pace maker fitted but the doctor performing her procedure was injecting anaesthetic into bone, which was excruciating. My mother later discovered he was trying to fit it in the wrong place and she had to tell him to stop owing to the pain. She left the hospital with no pacemaker having gone through what she described as "torture". My mother has a high pain threshold and I know it must have been painful for her to ask for the procedure to be stopped. I would like to know why she has not received a written apology, why this doctor is allowed to carry out a procedure he is clearly not capable of doing and why my mother is still waiting for her appointment to have a pacemaker fitted when it was the doctor who made the mistake. She was told at her consultation after 4 weeks that she would be in again within weeks and the consultant himself would be present..she has now been waiting months and obviously put to the back of the queue. My mother collapsed in a shop the other day and on the advice of her GP was told to ring the hospital to inform them of the event. The woman who answered the phone did not listen to her explanation and made her feel as though she was trying to "jump" the queue. No empathy or consideration for what had happened to her previously at all. I understand that the NHS is under strain, but where has the "patient CARE" gone?