"dangerous"

My 80 yr old mum had an appointment at 2pm. she finally was seen at 5.30pm. Due to this she was forced to hobble over 1/2 mile to a bus stop (she usually uses a wheel chair but one wasnt available for nearly an hour after which she gave up and walked!) where she missed her last bus, and ended up finally getting home at 9.30pm via a £30 taxi exhausted and upset. Is this really acceptable?