"Unhelpful staff"

Our son Oliver is severely autistic with severe learning difficulties.in the last 2 years he has developed medical conditions that need blood tests to moniter.He doesnt understand and finds it terrifying.It normally takes 4 or 5 people to restrain him to get blood tests done.Last year we had about 4 tests such as these dome at the lister, in the regular blood test department, by appointment. We were booked in on Friday 19th Jan 2018 at 8am for a blood test just like all the previous times,with additional staff on standby.When we arrived there was an enormous queue.we said we had an appointment at 8am but the staff member said "you still have to wait in the queue" we found this odd. We stood in the queue for over half an hour which is extremely distressing for Oliver,hence the need to book appointments.when we reached the counter we were told there was no record of Oliver's appointment.After some discussion the staff member said "whoops I'm on the wrong day, yes here's Oliver's name 8am" but she said there was only 1 staff member and we'd have to wait the at least 90 minute wait like everyone else.We protested and a more senior staff member came and told us they dont do appointments like that.We said we had done it several times before but she disbelieved us and dismissed it with "if you had spoken to me i would have said no".all this was being said in front of lots of people and it was embarrassing and upsetting and distressing for Oliver. The supervisor then really offended us by saying in front of everyone "a normal 11 year old wouldnt need restraining with extra staff".We left,very upset and embarrassed, having both taken time off of work to make this appointment and driven from Bishop's Stortford to Stevenage in rush hour with a confused special needs son wondering why he wasnt going to school. And we had to pay £3 to park.Horrific waste of time, money and time off work not to mention the trauma for Oliver. And we still have to get these blood tests done