"Pre op assessment"

My daughter went to the hospital for pre op assessment this week and I could not attend as I was at work. She is also 22 and a capable adult but was treated awfully by the receptionists and other staff members. She also waited over an hour and half after her original appointment time. She rang me crying due to the horrible atmosphere and is only returning as she is having an important op. People are vulnerable when they go to hospital as it is so I think it's appalling to treat someone this way. The only redeeming feature was a nurse who overheard the situation and offered her assistance.