"Really bad reception staff on fracture clinic"

I took my mum to the fracture clinic yesterday and checked in with the fracture clinic desk, my mum gave a staff member her letter and they told us in a very quiet voice to sit at the back. So we did, after we had been sitting there for 45 minutes as we could see all these people had been turning up and getting called in and we hadn't, so I told my mum to go back to the desk and ask what's going on. The person who had originally told us to sit down said they couldn't remember having seen us coming to the desk 45 mins earlier. There was another person who was sitting by them at reception. They then told us they will check us in now, so we had been sitting there all that time for nothing, this made us furious, on our exit I mentioned to them I don't understand how my mum was not checked in the first time we came to the desk. We got told there was a mix up as we were early which was no excuse, then one of them said they weren't even there when we came in and they were, as I remember thinking which one shall we go to, they then said they weren't there and their colleague couldn't check us in as they deal with the X ray side, so if this was the case why wasn't we told this. They then said when we come next time just come to the desk to check in, that's what we did all along. These two on this desk have no communication going on, and they are letting the patients down, not only this we had to pay more on the parking as a result of them messing us about. I did say this to them and they did say sorry but it's not good enough , my mum is 67 and we drive a long way to get there!!!