Bad service

I'm sitting at the que waiting for my file. My card was collected from me about 2 hours ago and now we are waiting for our files to be brought back. The nurses are done with the patients that have files which were very few and now we can't get medical help as we don't have our file nor cads. This is not the first time this is happening. We asked a lady that took our cards she said she is just a volunteer the people that are paid don't want to work.