"Not a good experience at all"

I dont remember the last time my family member went up here but anyway... they have a bone problem and were told this place can help them, all the docs/professor has done is mess them around and not looking into a diagnoses. They have been pushed from pillar to post, they cant always afford to come up every time because they live so far away so feel like they are penalised for trying to get a simple bit of treatment locally to keep them going. There is next to no communication whatsoever and they are always ringing the hospital to give them a boot up the bum about the situation, every time its stressing them out! it feels like the docs just dont care and dont know how my family member is feeling having to chase up their own case because the docs can't be bothered to let them know. Now it seems there is no communication to our local hospital regarding this bit of treatment they are going to have, its a week.. no its two weeks... oh sorry its another week... oh we have not received the paper work etc. In this modern day it doesnt take a few minutes to send an email, make a call or even send a fax! sorry but the experiences my family member has had have been absolutely terrible! maybe this is a different case to others and they get their treatment done and dusted but for my family member it seems like they are pushed to the side and forgotten about! :( hospitals are supposed to make people better right? it doesn't feel like it here. Sorry.