"Not joined up"

Two days of continual phoning and still no-one will answer the phone! With a 90 yo mother with dementia, which the hospital will not put on the front of her folder so I have to tell everyone we come into contact with, I need to consolidate two separate eye appointments (one for left eye, one for right eye) into one visit. They insist on posting appointments to her house so I don't find out about them until I get the reminder text, because I can;t be copied in on her letters (I have health and welfare POA but live 120 miles away). Getting mum to any appointment is a nightmare as it is, fighting your bureaucracy to make it less stressful for her is just so difficult. Please will you instigate the Butterfly scheme and also answer your phones! Just as an aside, they also managed to lose my mother on one visit because they showed her out of the door, even though my brother was waiting for her in the waiting room........