Bad service

My Fiancé and I got an appointment for 14:30, we got there at around 14:25. She was told to come with a full bladder (meaning she had to drink a lot of water before her appointment). We waited for 30 minutes, she couldn't take it anymore so she had to use the bathroom. The ladies at reception were not helpful at all! She eventually went to the bathroom, when she came back she was told she'll wait for 4 o clock because she couldn't hold herself anymore. What's the difference between emfuleni mediclinic and a public hospital??!