"Service not delivered"

I’m caring for a relative who had surgery earlier this month at a metropolitan hospital. They returned home 5 days later. 

The night after they returned home, their drain attached to the left leg started leaking and no longer functioning.

At approximately 7.15 we went to the Medicare urgent care clinic ran by The Health Hub Eaton Fair.

I had a towel around my relative's leg but fluid was leaking onto the floor.

We waited and saw a certain doctor who is a GP at the Health Hub. I felt they were most unhelpful and condescendingly said to us : (we are a small practice we can’t touch that)

My relative was in a crutch and clearly struggling.

I returned to the Bunbury hospital ED department and waited 2 more hours for my relative to have a nurse show us how simple it is to attach a varivac canister to the wound drainage pipe.

We were exhausted and upset after that evening, if the doctor we saw at the Health Hub cannot do something so simple then why are the health hub charging Medicare for a service I believe they won’t deliver.