jbl

My in-laws are in their mid-80s, generally well, with all the grey matter functioning correctly. That is, except that father-in-law (Bob) has now developed macular degeneration in his left eye, he will lose the sight.
He has seen his GP-referred to specialist, and given one very expensive injection ( NHS ). Results not very encouraging and told that his health trust would not fund any more treatment (no point arguing, that's how it is !)
Fortunately he has some savings and we all agreed that he should seek private treatment with the same specialist. He has had two further injections (four figure sums each) as a private patient. Time is of the essence in the treatment of this disease.(Important fact to remember).
That's the background.
On Sat morning in-laws received a letter from Specialist secretary asking why they missed the last appointment , of some two weeks ago ! They knew nothing of this appointment as on their last visit they had seen 2nd in command as specialist was on honeymoon and he had told them that he could not arrange appointments.
They phoned the secretary..she is on holiday and not back till early next week.
Time is important in treating Bob, so I want to know why thy made an appointment but failed to tell him and why did it take two weeks to send a letter telling him ?
Now... who do I contact, do I try to get hold of the specialist, the secretary and ... in the private sector... who can I contact to complain about this ? After all ,Bob is buying their expertise.
Both in-laws are not the sort of people to make a fuss or issue but are upset because of the time/treatment element.

Any suggestions.?

Thanks
JBL