Chaotic authorization process

My 12 year old son is booked for in hospital surgery next week to remove teeth that are impacted in the roof of his mouth. The surgeon and myself have been trying and trying to get an answer or authorization for his surgery and we have gotten no response except people saying to try another department as they don’t do authorizations. This is really not acceptable, he can’t have it done in the chair as his case is too severe, at least give us an answer about the authorization. I’m concerned about the lack of communication from the scheme as they use to be so good with that.