"Poor customer care"

I attended an appointment at the Urology Department yesterday with my 92 year old father. We were left waiting in a stiflingly hot waiting room for over an hour without any explanation or apology. When my father was finally seen by the consultant, the consultant actually asked my father whether the hospital had made the appointment or whether he had asked for it. It was abundantly clear that (a) the consultant had no idea why my father was there, and (b) had not even bothered to read his notes. If this is the standard of service that prevails in the hospital, it is small wonder that it was rated as requiring improvement!