"Disorganised Department"

My elderly mother had a cataracts operation which has caused pressure behind her eye & has to have regular injections - every appointment we have attended we have been kept waiting 3hrs or more. She has been given the same appointment time for the last 3 appointments 2.30pm or 3pm and the waiting time is always near on 3hrs.  I too work for an NHS practice and I understand that clinic's can over run but not to this extent every appointment.  I find the staff rude,  majority of patients are elderly and they shout thinking that the patient is hard of hearing, no polite conversation or greeting with a smile to put patients at ease.  I have tried to reschedule my mothers appointment to a morning appointment as the family all work full time and we are having a problem bringing her to her appointments,  they rescheduled her appointment from one day this week to another day next week by post but low & behold it's at 2.30pm AGAIN!

Such bad service and so extremely disorganised!!