Is this how you add value designed to improve patient outcomes?

I was very disappointed in the poor service received when I visited Ampath Waterkloof Depot at 414 Cliff Ave, Waterkloof, Pretoria on 2019/10/10. I arrived at 15h55 and Mrs. Linda Venter was on a private call on her telephone. She put her caller on hold and asked how she could assist me. I requested she draw 3 vials of blood for my annual check up of my hyper tension, cholesterol and sugars. I was disappointed when she said no she cannot assist me as she closes at 16h00 and needs to go collect her child and that I should return some other time. I turned around to leave and she continued her private telephone conversation. After exiting the building I looked at my watch and it was not 16h00 and I thought to myself she has a cheek to continue with a private call, but tells me to return another day! I returned and demanded assistance. It took all of 3 minutes for her to print my forms and extract 3 vials of blood, yet due to her reluctance to assist expected me to return at a later date. I thought Ampath takes pride in your professional and quality pathology and add value designed to improve patient outcomes. How does chasing patients away 5minutes before closing time improve patient outcomes?