"cancellation"

I had an outpatient appointment for hysteroscopy in Horsted Keynes ward today. I got there an hour before appointment as stated on the appointment letter. When I got there the junior nurse at reception couldn't find my name on the list and seemed confused about which list was which between the morning and afternoon one. They asked me to sit in the waiting room (very small, dingy and only 5 seats,only a couple of magazines on a coffee table). After consulting the senior nurse, they realised they were looking at the Saturday's list and went back to reception. I was called back and told that my appointment had been cancelled and rebooked for November (second cancellation so far and waiting since June for appointment). When I asked if I could complain through the hospital's website the nurse was quite uncertain until someone mentioned PALS "downstairs". I had to ask at the reception and was put through to Brighton's PALS as they were no one available at the desk.

An elderly couple was also there waiting. They had been asked to come in at 11.30, 2 hours prior their appointment and they had been waiting in that waiting room for over two hours. They had just been told the afternoon list only starts at 13.30. No one came to check if they were fine or explain that there were delays. I met them at the reception again and they told me that they had decided to walk out as they were fed up of waiting.