Poor up front service

I was instructed by the hospital to report for a procedure, yesterday (13/9) at 12h00. I arrive at 11h40. I sat in reception until 16h00 when I was collected by the porter. The 1st receptionist told me twice they had not forgotten about me, but were waiting for a bed. When she left at 15h55 she rushed passed me not answering my question, so I approached her relief for and update about a bed, when she launched into a tirade about me not understanding that someone had to be discharged before a bed became available. (This is like the airlines selling 1 seat to 2 customers). On arrival in the ward the were 2 empty beds, one of which was for me. Following the procedure and my discharge this bed was still unoccupied. What kind of service is this when it is a hefty fee for the hospital plus R 1000 before admission and you get shocking treatment from the outset. the other staff were brilliant.