Bad treatment received after reporting a medical negligence complaint to hospital manager

Yesterday I called Kingsway Hospital management and spoke to a lady called Lynn to report a matter of dissatisfaction with service, medical negligence and oversight. She had promised to call me back as she first needed to consult with her superior but she didn't and so I called her again today and her excuse was that her manager is still not available however, she consulted with the nursing sister at the children's ward and apparently (in her words) "it's nobody's fault that there was cotton wool stuck..." inside my daughter's ear after an operation to remove tonsils and adenoids. I was flabbergasted! How rude and insensitive! First of all, no sense of urgency and empathy towards the matter - I mean we're talking about a 5 year old child who's walking around with a foreign object in her ear for 11 days to date and you tell me that "it is nobody's fault that the cotton wool got stuck there" after an operation in your hospital. Who knows the level of infection that this cotton wool is causing whilst I have to wait until her manager returns (of which by the way, there was no indication time-frame wise as to when I can expect a call back to ascertain at who's cost must it be to send the child back to theatre to have this removed as suggested by the ENT specialist). The thought of having my baby go through anaesthetics and to theatre again in a space of a week is traumatic on its own. The other issue that I wanted to report to her (Lynn) before she rudely hung up the phone on me - was the fact that we have been charged for 1 extra medication that was not given to us when the child was discharged as per our medical aid statement. I am appalled. I am disappointed and I don't think I can ever (willingly) go back to that hospital again for medical purposes. God forbid*