"Lack of chemo care in A&E"

My mum is on chemo.  We phoned the chemo help line given by the oncologists & special nurses.  The help line advised she needed to go to A&E and they would be expecting her as she was in serious pain and complications from the chemo. The staff said the wait would be 2 hours without exception due to her situation and wellbeing. We were asked to wait in the car as the A&E waiting room was busy.

We were also told that after triage it would be 6 hours for treatment by a doctor.

My mum got worse, I called the helpline again, they said that the receptionist staff should be informed of the deterioration and then they should act accordingly. I did this and the staff insisted that we all had to wait the same, no allowances for her even though the helpline nurses phoned ahead. We waited 2 and a half hours (slightly more) for the nurse/ triage to happen. My mum was in agony and then after the 2 hours my dad and I went in to ask how much longer as it wasn't looking good and were told she was next in line, so we waited about 10 minutes.  It was now around 2:30am 

My mum asked to just go home as she was in agony and couldn't wait in the car anymore without help. As we were driving home a nurse phoned and tried to tell me that we hadn't been told to wait 2 hours for triage and that the treatment time was 6 hours after triage. They wanted to argue about how long we had actually waited, then I hung up as they were not being helpful or giving any advice and we were planning on heading back home to try and get her warm and comfortable again. 

They called back and spoke to my mum, agitating her further and was saying enough for my mum to feel the need to apologise while she was suffering and writhing in pain. 

On the way home she ended up passing out from the pain. This resulted in us having a very scary episode where she wasn't breathing and an ambulance was called as it was so life or death. If they had just seen her when she went in, especially with her worsening condition and the addition of all the complex medication adding to the severity of the condition, she should have been seen a lot quicker than 2 and a half hours.

 We ended up being blue lighted into the GRI and were speaking to the nurses who do the triage in there and they were also shocked and appalled by the lack of care, urgency and response to my mum's situation. 

The triage in the GRI is quick as they asses then send to the appropriate place. 

I know it's different health board to GGC, but A&E is for urgent care and making someone who's been told to go immediately and that the team will call and you'll be expected is shocking and utterly horrendous patient care.