Consultant not getting back to us and no one else can assist.

Really disappointed. My mom needs to have a procedure done in her eye today. The doctor has called, my mom has called in advance. The consultant promised to get back regarding a discrepancy with the one of the code relating to a needle that will be used and we have heard nothing. Yesterday when we contacted discovery they said they can’t assist because there is already someone assisting and we must WAIT for her to call us back. Seriously!!! My moms eyes are swollen and now the procedure must happen today and because NO ONE is able to help us, it might be postponed. I am shocked at the service. My mom has been sitting with red swollen irritated eyes for months now. Would be appreciated if the so called consultant could do as she has promised. Really very disappointed in the level of service. My mom has reference numbers and the consultants details should Discovery wish to assist.