"Dreadful customer service"

I had an appointment today to see the consultant. I took 2 hours unpaid time from work, drove to the hospital, paid to park and proceeded to the clinic in area 3. After waiting 30mins past my appointment time, I enquired at the reception as to how long it would be before I was seen? I was told that the doctor was still in surgery and would be at least a further 60mins. Why is it possible to text patients to remind them of their appointments but it's not possible to text patients to advice of delays. It would appear that the hospital does not value their patients time. It's as though the view is, if you want NHS help, you will sit and wait, as long as it takes. We are customers and pay for the service. As I was only looking for MRI results, why can they not be delivered by telephone?