"Bad communication and long waits"

I rang dead on 6.00 pm for an appointment for my child. At 6.30 pm they rang and said they'd be an hour. At 9.30 pm still nothing so I rang and asked what was going on. They tell me they'll get the doctor to ring and update me with an ETA, they rang at 9.45 pm and said they'll be an hour to an hour and a bit. No explanation as to why I was told an hour at 6.30 pm, which then turned into more than 4 hours. This also meant the chemist would be shut and I was forcing my child to stay up until after 10.30 pm to see the doctor, when my child was unwell and wanted to sleep.