"Care is about more than the treatment"

My 81 year old mother spent a total of over 4 hours on site + 2hours return travel for a simple glaucoma laser treatment. Seen quickly for initial check but then 1.5 hours wait with no reason or reassurance, others coming and going. Then had to wait afterwards for ages in the pharmacy for a prescription which presumably she could have been given to take away with her. No coffee/tea machines working. A drink of water only. People coming and going whilst she waited (thank goodness with my father, also in his 80's). To top it all, they had another wait to exit the car park because the machine was not working. They are stressed and exhausted. The actual practitioners are very caring and not at fault - it is the organisational and maintenance systems that create these uncaring and anxiety provoking situations for vulnerable people. Please focus on the little things, mending machines promptly, inviting people for realistic appointment times, not just ignoring people who have clearly been waiting a long time. Patient care is not just about the treatment itself, it is about how someone feels when they are inside the building, and how they feel when they leave. Eighty year old patients should not be spending the whole afternoon in uncomfortable waiting areas with no refreshment and then made to wait again for simple prescriptions and to try to leave a parking area which has probably cost them a great deal for 5 hours parking for a procedure that probably took minutes. Very disappointed.