Very bad service at Cape Road Medicross

Second time having this problem. Medicross Cape Road's service is the worst I have experienced in my life before. You think when you have a medical aid that you pay a lot of money for you can get good service and don't need to wait when making a booking. My mom phoned on Monday the 25th to make a booking to see Doctor for a problem I have. And uppon arrival we wait for more than 15 minutes for someone to take our tempratures. When that was finally done I had to wait another 10 minutes for my file. We made my appointment for 11:15 and as from now on it is currently 12:30. More than an hour late. When you go ask by the receptionist why is it taking so long they tell us to be patient and wait as the Doctors are running behide schedule. Why should we then make an appointment?? I could've gone to a goverment doctor and be seen on time. Very dissapointment with the service. Dr Koch is a wonderful doctor and has always found a solution to my medical needs. The staff in front need proper training. And they are short staff. Please help this practice. This is not the first time.