"Staff were polite. The waiting room was..."

What I liked

Staff were polite. The waiting room was clean.

What could be improved

I took my elderly confused mother to the opthalmology department for an outpatients appointment. Our appointment was at 9:30 and we finally left the hospital at 12:45. We were told to make a follow up appointment but, by the time we feft, staff has presumably gone to lunch as there was no-one at the desk.

Anything else?

As my mother was having tests for glaucoma, I was not expecting the appointment to be quick but this waiting time is unacceptable. At one point the waiting room was so crowded that there people standing.