Unsatisfied and infuriated customer

My son had to come for an eye test. I drove over 200km to get to the hospital. We get to the receiption on the 7th floor and they take our information to get my son's file and let us sit in the line for two hours and ask us if we are helped yet. I mean everyone who came after us was helped first. This is unprofessional and disgusting. This people gets paid alot of money from the government and still people are getting treated as if we are nothing on this earth.