"Lack of organisation"

Attended walk-in hearing clinic at 12.20pm for a 1.00pm start to the clinic. I was told to sit and wait until reception asked customers to collect numbers to determine order of being seen.  

At 12.40pm a small queue started at the reception desk, so I went to the desk and asked if I should join the queue or remain seated. I was told to sit.

At 1.00pm reception called for people to collect their number.  I went up to the reception window and was told immediately to join the end of the queue, which was some 30 people by now.

 I did try to say I had been told to sit and wait but to no avail. I said I had been waiting longer than anyone else and been following their directions.  They were not interested in anything I said and people in the queue started to make comments at me.

I left the hospital without obtaining the help I needed.  This is no way to organise a drop-in clinic.  If I had been told I would have been first in the queue that started at 1.35pm.  Why were those people not told to sit down?  

The organisation used to be fine, but I do not know what has happened or why the system was changed to this disorganisation.  I have a number of health issues which make standing for a long time very difficult.