Useless service clueless management

Netcare The Bay hospital have absolutely zero care for patients. The pedeatric ward has a room booked for my son so they will charge me and my medical aid for the room but my 9year old son has to sit in the ER for more than 4hours and wait to be taken to his room. Is this because the manager of the hospital is completely useless and clueless or is it because the hospital has bad service overall? Im fuming and want feedback. I will break the place down.