"disgusting treatment by reception staff"

My daughter took my 7 yr old son after a fall causing a back injury after being advised by 111 to take him and if it busy there to call back and they would make appointment for him to b seen quicker as he under 10. The appointment was made for 10 pm which was already going to b over an hr from first arrival . . At 10.10 she asked at desk how long it was going to be as he was getting tired to be told that his appointment had been cancelled, without even informing my daughter, because he had an "Injury" and appointments are not made for Injuries . . . Excuse me but what exactly is a hospital care centre for then? The receptionist was rude and abrupt and certainly needs a refresher in customer relations at the very least . . . My son was finally seen 2 hours after arrival, after a number of others walked in and were seen immediately, and thankfully nothing too serious was found. I understand that delays cannot be helped at times but for a child to be treated this way and a so called professional receptionist to talk to anyone like this is totally disgusting . . . A formal complaint will b following