"Normally great care, but not impressed with 'lost'..."

I have to travel two hours to the Rheumatology department, which is hard with my condition, but I've always received great care from my Physio. However, I recently made an appointment through the appointment line and booked an appointment for today. When I arrived today, I was told I was not on the list and I would have to book another appointment. I travelled 2 hours, so another appointment was not really appropriate. Thankfully I was able to see my physio for a brief discussion, but I did not have a full appointment. For people in pain this is not great and the appointment line needs to be checked.