"3 1/2 hour wait"

My son had a follow up appointment with the fracture clinic to check on his broken collar bone, his appointment was for 11.20 23/4/15.We duly arrived at Out Patient 1 reception at 11.10 and noticed on a white board that the consultant was running 1 hour over already. We decided that we would get a cup of coffee and returned 30 mins later to see that it was now 1 hour 15mins over running. 1 hour 30 minutes after his appointment time I questioned the receptionist and they took us around the corner into a corridor where we sat for another 2 hours. A lovely member of staff had turned up, something to do with Patient care management, they were very friendly and tried to hurry things along. When we finally got to see the consultant it was a different person and they couldn't understand why we the clinic had got so far behind. Well neither do I,I do understand that in a hospital things change and patient care can take longer then planned, but 3 1/2 hours is outrageous, I had to go back to the private car park twice to put more money in. I have worked in the private sector as a Operations Manager recently taking early retirement and I can assure you that our customers would not put up with this kind of treatment and I would have been questioned as to how it occurred.