"Recurring Problems with Patient Transport Service"

I feel distraught at the way my husband has been treated by the patient transport service. My husband is in his eighties and twice now he has been left waiting for hours and it feels as though he has just been forgotten. He has another appointment at the hospital soon and I truly hope this doesn't happen again. The reason I think it happens is because where we live and  where the hospital is, is so rural, so we are forgotten about. He had only gone into hospital for a 15 minute appointment with orthotics. They picked him up 40 mins before his appointment but he was still 20 mins late for it which effected the appointment times. He then had to wait in the hospital for five hours to be picked up. Luckily the hospital were marvelous and even though they were supposed to close their department at 4pm the staff waited with him til the patient transport arrived, which they didn't have to do, they also offered him drinks and a sandwich etc. They rang the service 5 times and every time they said they were on their way but he waited for five hours. The hospital rang me twice but I was in hospital the next day so just couldn't help. This happened again in the same month when he had gone in for an xray which just took five minutes, but he waited not far off five hours again for his transport home. 

I just think it would be cheaper and quicker for the ambulance service to wait with him while he has his appointments, because they are always short and because the hospital is so tiny, that you are always seen on time or earlier. 

I have spoken to the CCG about it before but they said they can't do anything because they don't manage the ambulance service, so I feel at a loss for what to do.