"Bad first inpression"

My son ha an appointment with children's out patients department yesterday. His appointment was for 10:45. We arrived on time and as expected was busy. We were not seen until 12:15 12:20. My husband approach the desk on two occasions he was informed the appointments where running late... No announcement was made. By ten to twelve my husband approached the desk again as by this time we where the only people left waiting. He was then told we should have been seen and others had gone I front of us.. He had no explanation why...the service is appalling. When we did get seen it was some type of training urologist who had no people skills and had not read my notes. they were not the urologist who we where suppose to see.. It was a total shambles. I now have to book a new appointment in another hospital as I felt unsure and have many questions about my sons issue... Waste of time department children's out patients avoid like the plague.