"poor patient service for a very nervous patient"

i had the misfortune of accompanying my mother to this clinic recently. she was there to have a routine cataract removal. On arrival we were greeted by a very sarcastic receptionist who mocked me because i did not know my own mobile number , we then sat in the waiting area for more than an hour as they seemed to be running behind .As you can imagine this did not do anything to calm my mother. Whilst waiting we watched the nurses come in and out of the ward / treatment area always having a good gossip for at least 5 minutes each time they came out, they called a few names and pretty obviously these people hadnt turned up , they then called my mothers name. She had not been with them for more than 5 minutes when she came out and said that they couldnt do the operation as her blood pressure was high . She told them she was very anxious and asked if they could give her a bit of time but they told her they didnt have time . As several people hadnt turned up for appointments i think they could have been more considerate towards her .The dr was none to pleasant either telling her that just because she looked young on the outside didnt mean she was healthy inside which made her more anxious . This happened on 2 occasions , she was so upset by this that we have now decided to pay for the cataract removal privately . As a nurse myself i was appalled at the unprofessionalism of the department and the lack of understanding toward older nervous patients ,We have visited the spire hospital and my mother will have her treatment there , she is not a rich lady by any means and has never recieved treatment for anything by the NHS so you would think that she would be entitled to be treated with some empathy and understanding , but instead she must pay for that priviledge ,i am disgusted as i also know that the same consultants that practise with the NHS will be carrying out the surgery at the spire hospital and dont believe my mother should be paying for her treatment