"my daughter was supposed to have appt for mri"

My daughter suffers from wetting she is 22 never been dry. Had appt for mri today as she suffers from brain fog and depression. She called up to make sure she had correct time and dept and hosp. She was told by dept for mri that she wasn’t to go to western as no appts for her made there. She had to go royal she travelled to royal to be told NO ONE had been in her note from August 2018. So the person on telephone just didn't even look for proper info to give my daughter. My daughter is due to Marry in Oct 2018 and this mri was to see if she needed surgery to be done before wedding to allow to marry without wearing a pad! ! I’m extremely angry at this and would be grateful to have someone contact me via email ASAP to help my daughter before I go for formal complaint thankyou