"not ideal service level"

I took my partner twice to the hospital last week, he was in pain due to (potential) kidney stones. Each of the times we waited 4-5,5h for a conclusion of his case - well, we did not get any, to be honest. First doctor said he would be making an ultrasound the very next day, he stressed he was already booked in. We called the hospital the next day (as instructed) just to know our slot and someone told us they had a slot available only in 3 weeks time (the doctor was sure we would be doing the next morning - do they talk to each other??!!!). Same happened during second visit to the hospital. After we insisted with the doctor to check his blood test (he had not looked at it and seemingly did not want to!) he decided to ask for another team's assistance. He did not even touch my partner. This second day he said his urine test was OK (without seeeing it) but the first day he was sure there was a stone in his kidney. Then after FIVE HOURS there (around 2 am) a lady Doctor checked his urine test and detected some blood. She sent us home and said we would be doing there the ultra sound - and again, we called the hospital whose attendants were very rude and said they had nothing to do with that, my partner should talk to his GP.

Well the GP was outraged. We understand there are different levels of emergency, but someone who ever suffered with kidney pain knows very well how hard it is. I have a gallstone myself. I am terrified just to think about one day I may need NHS hospital. Really scary at this this time.. (and we did not describe all the details, like all the cubicles were busy, we had to talk to the doctor in the middle of the aisle, very indignified). Nurses were good, as usual.