Unacceptable service

Arrived at casualty at 3pm, waited untill 7:30pm when they started calling in patient's that had arrived after us, after quering this we were informed they have lost our file and we had to reopen it, saw the Dr at 8pm. Now at midnight we are still waiting to be admitted as the Physician and surgeon on call are not answering their phones, my mother has a possible Pulmonary Embolism, which is a medical emergency! How is this acceptable?