"No reply to phone or e-mail"

My Mother has been recommended by the ENT Clinic to have micro-suction on her ears every 6-8 weeks. We first attended on the 13th May for this procedure and was assured a further appointment for the same treatment would be received. No appointment letter arrived so rang to see what was happening. Firstly, put through to a phone that was answered but no one spoke to me, I could just hear them chatting then I was cut-off. Rang back spoke to a person who said they would see why we had not received an appointment and would ring me back. They never rang back so I e-mailed on 23/6 the ENT department and to date have still received no reply. Could someone please give me an answer. My mum is 89 and doesn't need all this annoyance just to get an appointment.