"Great staff, unacceptable wait"

My frail and elderly mother was recommended to go to A&E by NHS 111. The 3 hour wait turned into a 9 hour wait - but at no point were we informed about the changes. We weren't allowed to go home - even though we lived 5 minutes away - so had to sit on hard plastic chairs that were more painful for my mum than her emergency condition. The communication about what was happening and why, to people waiting was non existent. The white board information was two days out of date. The clinical staff were really good, and I know they are under pressure. But a little more empathy with the sick people waiting in an uncomfortable, windowless room through the night could have made it more bearable.