"Very disappointed with wait"

Today arrived with 94 yr old father at 1:30pm, I know the exact time as I had to set the disabled badge. Checked in at reception, the receptionist had no people skills what so ever, told us to wait in waiting room. This room was extremely hot, no windows to open, no magazines only a very small portable A/C unit in the corner, no use at all really. It was 1 hour 45 mins, before he was called, then he had to go to x-ray, for which the doctor arranged a porter to collect him, then after another wait for the x-ray result, it was found that the smallest of chips was the cause of the pain which will heal with no intervention. The doctor was very nice and helpful, however, I think over all look of the place, plus the lack of knowing what is going on would have made the eventual 3 hour wait bearable, surely it's common courtesy to give people an idea how long they have to wait. There was a guy in the waiting who was obviously in pain but decided to go and come back the next day, all the reception said to him was, "OK then", no questions on how he was feeling. Front of house always sets the tone for the rest of the department, that needs looking into.