"Unacceptable treatment following a broken femur"

My mum fell on Friday and broke her femur.  She had to wait over 3 hours for an ambulance in agony because she was unable to be put in to the car.  I appreciate the paramedics have a hard job to do and are under immense pressure.

She has been in hospital since Friday night.  She was told her op would be yesterday.  On Saturday she was in unbearable pain all day and they couldn't get on top of it. She was told it would be done the following day and then it was cancelled again.  

She has now had her operation the and is back on the road to recovery.  My concern is not about the nursing staff or the paramedics who do a wonderful job,  it is the people higher up that I feel forget that people are not a number but a human being.  They need to be reminded that it's not a case of oh we deal with this all the time - maybe that is true -  but as a patient that's not what you want or need to hear.

I know the NHS is struggling but at the end of the day this is my mother. I don't believe you would  make a dog wait all this time so why is it acceptable to do this to a human being?  It is having a detrimental impact on her mental health and I feel this is totally unacceptable.