"Following my earlier favourable review"

Having given a very favourable review last week following my mum's visit to the Eye Treatment Centre, she very quickly received an appointment for the op, which unfortunately is a date she cannot make. There was a contact number on the letter, but it became clear this was not operational. We then spent 4 days contacting the main switchboard, who then attempted to transfer us, we held on for ages, then we would get disconnected. Eventually I got on the train, went to ETC booking office, and managed to get the appointment changed. The staff in that office were very helpful and able to demonstrate that their phones are out of order. PALS notifies me that the Trust are attempting to get the phones fixed but anticipate this will take quite some time. Not everyone has a family member to assist, presumably others who cannot make an appointment and can't get through, just don't turn up, a terrible waste of money all round?? How can such a large Centre function without this most basic tool?