not informing customers correctly

On the 29th of March 2016 i went to the Dr Oscar C Shimange's office to consult at around 10:30 am and i was told that because i did not make any appointment i will have to wait. I had no problem in waiting so i waited for almost 5 hours and i started to see that people who also didn't make appointment like me that came after me were being assisted, i then went downstairs to buy a sandwhich as i was extremely hungry. But when I came back, they called another client who came after me being called again i then went to the receptionists and asked as to why i wasn't been called as yet and they explained to me while laughing at my face that they called me but i was not there but suprisingly the client that i left in the consultation room was still being assisted. How can a doctor call while still busy with another client??? I'm so angry that i wasted 5hours waiting and getting poor service. I left without being assisted because i had to do alot of things in a short time that i am left with. I feel like i wasted my day off from work just to be treated badly. I hope they will refund me my money