"Total incompetence"

My daughter in law has been under the Lister for a serious urology issue since June 2017. She has been treated with indifference at best and total rudeness at worst. I have witnessed this first hand and the latest episode beggars belief. She is due for an operation at the UCH in London and had to have a urine test culture done to confirm that she is free from infection. This was done on 13th September so that she could get results on Tuesday 18th September ready for her operation on the 20th. She waited 3 1/2 hours to be told that the culture wasn’t done as it was sent off incorrectly labelled! This was bad enough but no one contacted her to repeat the test so now it is too late for her to get the necessary clearance for the operation that she has waited months for. She is devastated, the physical and mental stress is enormous.