"Recption"

Booked in at reception and was asked to take a seat ,after 30minutes go back to reception asked a chap if there where any delays he told me to go and ask the nurses ,go to the nurses sitting there and ask was there a delay was asked my name and then was told I wasn't booked in very rudely by the nurse and did I catch the name of the person booking me in of which I did ,the nurse goes over to talk to her as she was just about to go home. Talked to the reception manager which I was told by the nurse which was the same chap I had spoken to a couple of minutes ago and ask if the Head of clinical service/matron was available goes round the back to talk to the lady who booked me in or didn't then comes back to tell me everybody in the management office had gone home for the day and could I take a seat then comes over and offers me a free drink ?? what I wanted was an appointment on time NOT a free drink and a 50 minute delay , Get called through to see the consultant and informed him that I had been there at 4.20 for an appointment with him at 4.30 and he was the only please to apologise for the poor service at reception. What I would like is the senior members of reception to receive some training on how there system works and the reception manager to receive some training of what patients expect of him ?.