"A very long wait in a freezing cold waiting room"

My parent, who is quite elderly was made to wait for four and a half hours for eye surgery, in a freezing cold waiting room and by the time they were taken into surgery, my parent was feeling quite sick. After consulting with the receptionist and nursing staff, we were given a warm blanket to wrap around the shoulders since the freezing conditions of the waiting room and the excessive waiting time was all too much for them. Unfortunately, their age did not seem to be taken into consideration and they were the last patient on the list for surgery that day.  By the time they were called, they were feeling unwell.

1)   My concern is that, as a private patient, why was there no consideration given to my parent's age?

2)   Why were they last on the list for surgery that day, when told to be at the hospital by mid-morning? 

3)    Why are the patients made to wait in a freezing cold waiting room?

I was very upset, as was my parent, about the inconsideration that was given by the doctor, the Eye Specialist, for all the above. My parent ended up having to stay in hospital overnight as it was difficult for them to recover in the 3 hours expected after the operation.  

Nursing staff were very pleasant for which they were grateful at least.