"waiting around"

I recently visited Warrington urology department as a day patient, and was not very happy with the fact that I had to wait for over 3 hours sitting on a hard plastic chair before the procedure I was waiting for was carried out. In that time I was not offered a drink of any kind this being on one of the hottest days of the year even though the tea trolley was brought round the ward. The explanation I was given when I asked was "that some patients have to be nil by mouth(NBM) and so we treat all day patients as nil by mouth".I find this disgusting what happened to individual nursing care? surely the staff should know who is NBM. This along with a confidentiallity issue I experienced made my visit quite stressful