"My parent’s treatment"

My parent has been struggling with neuropathy for the last 10 years. They had a recent online appointment with the specialist last month. I believe they were promised by the specialist that they would provide a letter of authority to my parent's GP so that they can access a new medicine as their previous 2 have now been restricted by the government (first morphine, then tramadol). When the GP received the letter (2 weeks late) the doctor still rejected my parent's request for the medicine due to fears  I believe, of being audited by the government health department.

The specialist promised my parent a call back more than a week ago, who had called up at least once every morning (sometimes twice a day) to try and contact the specialist but has been getting the same answer that they will get a call back on the day or the next day.

I feel my parent has become distraught and has been facing high levels of anxiety due to the lack of communication, the lack of care shown on behalf of the hospital and the fact that their long term health issues have not been addressed appropriately.

In my opinion, it is unacceptable to keep a patient on hold for such a long time with empty promises of callbacks without even so much as an email being sent to us for a simple update.

I believe my parent has been given little to no warning about the restrictions on their medicine (both times) and has been expected to use extremely lowered doses without time to adjust to the changes. As this is the second time this has happened they become quite depressed as they feel like the health system is failing them, my parent feels lost because they feel like even the specialists seem to ignore them and only providing empty promises that are never upheld.

Please try and understand the situation that my parent has been through and provide them with the help and communication that I believe they were promised. My parent is running extremely on the medicine that they had with no hopes of a solution being provided in the near future.

If this continues on longer, I will unfortunately have to file a formal complaint as I believe the duty of care towards their clients has not been upheld, especially to a senior citizen with long term health issues that I feel are not being addressed.