"Yet another paperwork mix up!"

Having previously made a complaint against the hospital regarding my cataracts surgery, I was assured that my operation would be done this month. I waited a couple of weeks, and heard nothing. Upon phoning the hospital I was told, in a very blasé fashion, that "oh, sorry,new lost your notes!!??". My notes had been missed, and so not passed on to the necessary people! I have only received a cursory apology for this, no follow up and no one seems to care. I have no idea what's happening with my surgery, for a condition which is now having a huge and negative impact on my life. I feel like no one cares when mistakes are made, and no one is forced to take responsibility.