"staff don't know what's going on"

Today my father attended the hospital for an iron infusion prior to surgery at the end of the week. On arrival at the ward he was sat down and told to wait. After 2 and a half hours and he still hadn't been seen he spoke to a nurse to be told they couldn't find his notes. At this point he was offered a cup of tea. My father is 81 and an insulin dependent diabetic where is the care in being left sat for this length of time. He had to get a taxi there and back at a cost of £27.50 each way which he will have to do again tomorrow when hopefully they have found his notes. Without the infusion his surgery is at risk of being cancelled which has a knock on effect for family members as we all live a distance away and have planned annual leave to ensure he has someone at home with him following the surgery. As a senior nurse myself I am extremely disappointed with the experience my father has had today and I am so pleased he has refused the surgery at Wansbeck and is going to North Tyneside