Bad news, Bad service

My sister-in-law has major problems with her vision. A couple of years ago her eyes suddenly deteriorated when in her ‘good’ eye the retina became detached.
She was rushed to Liverpool eye hospital and had lots of treatment over a long time. They could not re affix the retina because it was in such a poor condition and terribly thin. She had to spend quite a while with special oil injected at the back of the eye to try and force the retina back into place.
The other eye is beyond repair, so her vision is very limited.
She still manages to get around, she has a guide dog and that helps with her personal freedom.
She was told by the hospital that if she has any problem with her vision that she should come back and it would be treated as an emergency as she could easily become totally blind. These things are best dealt with as soon as possible.
Yesterday she woke up and her other eye had gone worse. She described what vision she had as ‘covered in spiderwebs’. So her husband took her to the eye hospital. They arrived about lunchtime. After waiting 5 hours to see a doctor they went home. They were very upset and fed up.

Before Christmas one of the consultants has died suddenly and yesterday was the funeral.
All afternoon? Why did they not arrange some kind of cover?
Maybe it would have been good manners for the hospital staff to advise them of this when they rang before they went to the hospital.

They are going back today. Lets hope they are treated better today.