"Terrible at keeping track of dates..."

My daughter was referred to Gloucester hospital for her retainers. For the past 2 years the hospitals detail department has been changing the dates of her appointments and not responding to our emails or enquiries and therefore she has not got her braces even though they were supposed to be fitted in 2014. She is very upset as all her friends have already got their twin blocks and moved onto train tracks and she is left with what she thinks are 'ugly and horrible teeth.'