"Appalling service – avoid this place at all costs"

My mother chose to have a cataract operation at this hospital, as an NHS patient, as it was the closest to her home. She has macular degeneration in one eye and a cataract in the other. Her vision is therefore seriously depleted. She is also the main carer for my father who has vascular dementia. I telephoned at 9am in the morning, on behalf of my mother, to confirm a date for the operation. I was told that all the NHS secretaries were busy and I was promised that someone would call me back the same morning. At 3pm the same day I had still not received a call back and therefore decided to call the hospital. I received a message stating that the hospital was now closed. The paperwork sent to my mother clearly stated that she could call up until 4.45 to book her appointment. As the hospital is close to where I live I decided to call in in person. I was greeted by a man sweeping the floor who stated the hospital was closed and that there were only cleaners in the building. I showed this man the letter my mother had received, which stated she could call up until 4.45 to arrange a date for the operation, and expressed my disappointment that I had not received a call back as promised. I was told that I would have to call back on Monday without even an apology. Upon leaving I noticed a lady working in one of the offices and asked to speak to her. I was informed that this lady was a director at the hospital and I couldn't speak to her. It just so happened that the lady in question was leaving for the day and I therefore politely expressed my dissatisfaction at the service I had received. The lady initially offered to book my mother in for an appointment on Monday, I assume she thought my mother was a private patient, but then upon realising she wasn't stated that the hospital had up to 6 weeks to arrange an appointment for NHS patients and that someone would call me back on Monday. Again I was offered no apology for the service I had received. I was also surprised to be told that it would take up to 6 weeks for an appointment as when I had previously checked online it stated the waiting time for this hospital was approximately 19 days. This was my first time dealing with the Yorkshire Eye Hospital and it has left me feeling extremely disappointed with the service I have received. My experience has left me with the impression that the hospital treats NHS patients as second class citizens.