"Complete shambles"

Attended Southlands eye hospital for initial assessment. My appt was for 9.30 which I came on time for and booked in. Two hours later I was still waiting. Other patients had come in and been seen before me. I went to the reception desk to ask why the wait was so long, I was polite. She said that it takes 3 hours from start to finish and that I must be patient. She was very defensive and when I said no-one had told me it might be a 3 hour wait she stared at me quite aggressively and repeated word for word what she said before. Why is it a 3hour wait when I was given a 9.30 am appt ? I am very confused. It was also very confusing in the waiting area. Nurses shouted out names from 4 different openings and then came up the aisles shouting out the name of the patient to be seen. It's such a shame as the reception and waiting area is lovely, modern & clean. I think a better system is for every patient to be given a number as they come in which would flash up and be seen so it was clear who was next to be seen. There must be a better way than the system in place now. I've been to Southlands before and always found the staff to be pleasant & helpful. I won't be returning to the eye clinic at Southlands again and I will not recommend to my family and friends.