"Three visits and one cancellation before tests were carried out"

I have a relative who was referred to Stepping Hill Hospital for investigation into potentially worrying symptoms. Some of the symptoms would have prevented the test being carried out, though treatment would have stopped the symptoms. Despite our asking about this, the doctor didn't do anything, so when the test was due, the symptoms prevented it being carried out. I believe that a second time the test was cancelled as the doctor was on leave. In all, three visits and one cancellation for tests that could have been carried out in one visit (as I know they are in at least one other NHS clinic). Added to this the fact that none of the staff seemed to think this was an issue. I feel this may be because the hospital, as I understand it, gets "paid" every time someone attends the clinic. Perhaps some reorganisation of this clinic is overdue?