"Waiting Times"

My wife had an appointment for 10am 2nd March 2015 For Eye Clinic treatment. We arrived at 9.45 am to be assured of a parking space,as the appointment letter said if you arrive late you may not be seen. My wife had the eye drops put in,and was told to go back to waiting room.That was 11.15 am. After waiting till 1.15 pm,the waiting notice board was had a notice put on it stating there is a delay of 3 hours 15 mins. I enquired with a nurse and was told we were 3rd on the list. We waited another 1 hour 15 mins,before we were called in to see the consultant. We came out of the consultants at 2.45 pm.. That was 4 hour 45 mins waiting for a 10 min Consultation. That is unacceptable,and far to stessfull for older people like ourselves .78Year olds They used to serve hot drinks during your wait, but that has stpped