"Disgusted - shame on you."

My mother has been a patient of this eye hospital for many many years for glaucoma and cataracts. She attended last month for an operation, was prepped for surgery, administered pre-op medication and ready to go down to theatre to be told she was on the wrong list and the surgeon that needed to do her op wasn't in on that day, so sent her home. After her doing all the chasing for days and days after this to re-schedule, they finally give her another date, today, and guess what, 3.5hrs of waiting around and they've lost her notes. Shame on you, your quality of care is appauling. My mother is elderly, travels for over an hour to get to you and is very hard of sight. This is really not on. Formal complaint submitted also.