"A complete failure of the system"

Recently, my spouse had elective surgery at an Eastern Health hospital. They were told when they left the hospital that they would receive an outpatients appointment which the doctor said would be in one or two weeks.

4 weeks later, my spouse still had not received any information and we were starting to get worried about the result of their operation as it had been for cancer.

We went to the hospital and asked a very kind nurse on the ward my spouse had been on if there was any further information. The nurse kindly looked up on the computer and found that the Outpatients Department had made one attempt to call my spouse and because they didn't have voice mail, simply cancelled the appointment.

I wish to register my disgust and anger at the appalling treatment of my spouse. Fortunately, their results ended up showing they did not have cancer. What would have been the result if it were the opposite?

Would the hospital have sent flowers to their funeral?  

This management appears to have been experienced in similar ways to several of our friends and I wonder if it is not a policy of the hospital in an effort to get rid of the inconvenience of patients attending Outpatients Clinics. If the CEO is not aware of this practice then he/she should be made aware of it.  

If he/she is aware of it, I feel they should be ashamed and resign.