"Cancelled Appointment"

My mother was given an appointment for the Maxillofacial Surgery department for the 16th January which was cancelled in December. The letter stated that she would be sent another appointment shortly. It is now the end of February and she still has not received a new appointment. This is despite calling the hospital twice, being on hold for nearly 20 minutes and being directed to the Maxillo-Facial Surgery department where no one is picking up the phone. Why is there no direct telephone number or e-mail address for this department, so I can contact them directly? I go through an operator that takes me 20 minutes to get through to, they direct me to the department and then I am on hold for another 10 minutes, eventually giving up in frustration as no one is picking up the phone. I have nothing but admiration for the staff and the care my mother has received but the appointment system is incredibly frustrating and inefficient and needs to be reviewed.