"Lack of communication and organisation"

I took my mother for an eye appointment.

After a 2 hour wait, her details were taken but no one was available to perform the scan, and we were advised to just 'turn up' one day the following week!

I wasn't very happy with this, and phoned to get a proper appointment.

This I managed to do for the following week.(I had to take a further day's leave from work) The scan was done this time, and all seemed well. A week later my mother received a phone call from Q M asking why she hadn't turned up for her appointment! When she said that she had turned up - twice actually - she was then informed that her notes couldn't be found. My mother is now saying that she has no confidence in them, and doesn't want to proceed with the cataract removal - meaning that she will soon be blind. I feel dispirited too, as I will now have to begin a further round of telephone calls to Q M hospital - it seems to take ages to get through, usually to the wrong person.

Wish me luck.