"My Mother suffered a blood clot and had to come..."

My Mother suffered a blood clot and had to come and have blood tests on a weekly basis, she was told to get there for 09.00 which we did, much earlier. three hours later we were still waiting for the results only to be told that they had been contaminated and more blood tests were required. we ended up waiting up to five hours before seeing a Dr, my mother is diabetic and had been fasting and needed to take her medication. The reception staff are so unhelpfull, no customer service skills what so ever. My sister took my mother to get her result of her scan, again told get there for 09.00 only to be seen at 11.30 to be told by the Dr the scan has come back but i cannot discuss the results as it hasn't been seen by the right people yet, so after another 4 hour wait to bo told nothing. Why oh why is there not a proper appointment proceedure or even a ticket system, it is outragous. I see other comments made about the bad service back in December and still nothing has been done.