"Eye clinic very poor administration"

My cousin in her late eighties with macular degeneration is finding visits to the eye clinic frustrating and very stressful. She was very satisfied with arrangements at Worthing, but now has trouble with the Saturday appointments (transport very difficult) at Goring Hall, and has had to wait for long periods at the clinic, one and a half hours on the last occasion. Apparently the consultant was doing an operation instead of attending to his clinic patients! (as happened on another occasion). Moreover the treatment itself ( injections) has been very painful, which was not the case at Worthing.