"Patient transport"

I was informed that I could assist my parent on the day of their discharge. The time of the patient transport to take us home was booked for 11am. Three and a half hours later, we were still waiting ! My parent was getting very upset, and I was getting rather annoyed about the lack of communication when I asked if there was any news about how much longer we are going to wait. By this time, ,I was informed that the patient transport was not actually part of the NHS, but out to tender from a private company. When quizzed about this, regarding about keeping to the booking times, I was told that it was just a matter of waiting until someone turns up !!