"Incompetent and discourteous"

Upon taking my Mother for an appointment at this clinic, I found our experience to be somewhat other than courteous for the following reasons: we arrived for her 11:30 am appointment 20 minutes early. My mother and I took a seat were we waited for around 50 minutes without anyone approaching us with a timescale of how much further we would be waiting. At 12pm we asked the receptionist if there was a delay in the clinic to which they responded yes and my Mother was currently last on the list to be seen. At this point I found this to be unacceptable because staff members should give patients a timescale in case of any delays as this is common courtesy. The receptionist called the staff nurse for an update, the staff nurse then approached both myself and my Mother in an unacceptable manner and advised us the clinic was delayed due to 'very ill patients' to which we responded well we are all ill here as well. My mother advised she is unable to wait any longer after the nurse said it would be another hour at least. The nurse then proceeded to follow my Mother and spoke to her in a condescending manner and quite frankly found them to be rude! My mother is not there for that she is there for medical reasons. It is a common practice in other hospitals to advise patients of waiting times therefore we can plan around them. Both the receptionist and the nurse I found to be completely and utterly rude and lacking empathy. My mother now has to reschedule her appointment again. Due to the incompetency of the clinic.

It is known that the NHS have a zero tolerance of abuse toward staff, however this is clearly not the case when dealing with vulnerable patients.