"what a shambles"

just got back from the Windsor Eye clinic after my wife's appointment, what a shambles arrived at 2.00 for appointment at 2.15. Eye test at around 2 .40 and then sat there until she asked at the desk at 4.15, must have forgotten her as had eye drops in 5 minutes later then within half an hour had second eye test and then saw consultant. We eventually left at just before 5.00. Surely there must be a more organised and efficient way to progress patients through and also divide up the waiting area and inform patients what is next and how long the wait! Couldn't the eye drops be given when the first eye test is carried out? A very bad experience and talking to people around us we were not the only one, if you are going to give appointment times please keep to them or at least keep patients informed, if we turned up 3 hours late I'm sure we would not have been seen