"Delays at the reception"

This is the second time I believe there has been a deliberate delay on our admission to the hospital. 

First time we arrived for my parent's surgery a particular staff member seemingly delayed our admission process by 4 hrs. Everyone who came after us were called but kept saying that there are people ahead of my parent and therefore for us to wait. 

I let it go as I thought it was one of and these delays can happen.

Recently we arrived in the early morning as instructed and informed the staff member and they said to go wait in the waiting room which we did.

The staff member kept coming back to call other patients who arrived after us and nurses kept coming to conduct pre checks on everyone who came after us. After 3 hrs of waiting I then got up to go check and then the staff member waived at me to come to the reception and then on they started checking us in. Few mins later a nurse came to conduct pre checks. 

Then Nurse receives a call from the operating theatre that they are waiting for my parent.

How could we wait for 3 hrs because it seems this person deliberately delayed us and then the Nursing staff has to rush pre checks to ensure no further delays are occurred at the operating theatre. 

This is the second time I believe they deliberately delays us. 

Last procedure was delayed by 5 hrs because of this apparent incompetence and, in my opinion, deliberate actions. We are again waiting 3 hrs to get pre checks done.