"Poor customer service"

I recently had to cancel an appointment for an Opthalmology procedure for my mum at the Newlands Day Case Unit because of circumstances beyond my control. I had already originally explained that this appointment may not be possible for my disabled mother because her carers would not be able to get her ready in time for an 8am hospital transport pick up.

However, I was given no other option so

I worked hard to make arrangements.

I was unfortunately let down at the last moment because my mum's poor overworked carers were unable to accommodate her.

I called the department on Thursday 2nd March at 4pm, which was soon after getting the message, to cancel the appointment for Friday morning.

I expected curt professionalism because of the inconvenience of a last minute cancellation but what I didn't expect was the attack that was launched at me. The member of staff was very intimidating and jumped to unsubstantiated conclusions as to why I could not bring my mum myself, barely allowing me to explain the distance and family/work commitments.

This person delved into past appointments more or less accusing me of not being supportive and not understanding the seriousness of the matter because I had not been able to attend past appointments (her carers are usually at home to receive her and I visit soon after).

All in all their manner was judgemental, accusing and extremely upsetting.

I have never had a problem with this department in the past, in fact they have always been extremely accommodating.

I would like to make a proper complaint about this member of staff so I would appreciate a response letting me know how.

Thank you.