"Unable to change/cancel appointment for elderly..."

My elderly mother is currently having treatment for macular degeneration of both eyes at the Ophthalmic Department Bassetlaw Hospital as she relies on myself for transport and I work in the afternoon we are unable to attend some of the later appointments and so I have been ringing the telephone number(s) given on the letter sent from Ophthalmic Department at Doncaster Royal Infirmary. The telephone number given for the Co-ordinator goes straight to answerphone I have left at least 6 messages for this person to return my call and they have yet to do this. I have spoken to other staff but yet to speak to anyone who is able to change the appointments or rearrange new ones as I am told "they cannot change appointments for eye injections" and so I have spent literally hours on the telephone being passed around to different departments and hospitals. My mum had another appointment for which she was unable to attend through illness so I rang to let the Ophthalmic Department know as I do appreciate how important it is that NHS time is not wasted and how important my mothers treatment is but then went through the same scenario as above.

The Co-ordinator needs to

A Answer the telephone

B Return messages left on the telephone

C If they are on holiday leave a forwarding message and telephone number for someone

else to deal with any cancelled appointments etc

.

I do understand the pressures of workload but this is simple administration unprofessional and at least lacking in common curtesy.

I really don't want to complain but feel this problem needs addressing for others as well as for my Mother.

This is not a reflection on the Ophthalmic Consultant their secretary or any of the nursing staff they have been very good.