"Very dissatisfied"

My 94 year old mother had an appointment at 14.15 . This was her first departure from home since having a stroke and then a bleed on the brain 18 months ago. We arrived early and 45 minutes later than her appointment I asked the receptionist if there was a problem as mother was getting distressed. She couldn't have been more disrespectful or rude and I was told to just wait. She doesn't do anything on reception just refers people to the machine that signs people in . Several reports on the website saying similar things. Perhaps book and choose will let me go somewhere else. Really disappointed as we were hoping to improve her quality of life and the consultant gave us 5 minutes!