"My mother attended the Day Unit ..."

What could be improved

My mother attended the Day Unit on Thursday 8 July. She is 88 years old. She attended at the given time and was kept waiting in the waiting area for four hours before her treatment was even started. She received no care as far as I can establish, despite her obvious age and limited mobility was not even offered a cup of tea.

I intend to make a formal complaint. I thought this archaic practice of all patients being given the same appointment had stopped.

She was extremely distressed by her experience, a fact recognised by the nursing staff at the end of the day.