"Royal Victorian Eye and Ear Hospital"

A decade of eye problems/surgery with regular changes in medication and regular follow ups in outpatients every three months but this is the third time in three and a half years I have not received a letter advising my next appointment. The staff I speak with assure me each time I have an appointment I will not drop out of the system but it happens. Each time I have phoned the hospital to no avail and have had to seek an urgent review letter from my GP to prompt them into action. I believe that due to time delays caused by the second drop out I required same day laser surgery because my condition had deteriorated. I would like to know what's going wrong? The doctors mark my medical records for another appointment in 3 months time but it doesn't seem to be happening.