"Waiting over an hour at Respiratory clinic"

I have taken time off work (NHS) to take Mum to a planned review at Gartnavel respiratory clinic 5. We arrived in time for the appointment. Clinic waiting area absolutely full when we arrived. We have waited over an hour past the appointment time and still not been called yet. I asked after an hour and was told they are a wee bit behind, there are a couple of people in front. That was 20 minutes ago. 

The infection risk from the packed waiting room, no windows, length of time waiting.  No explanation, no water, no-one explaining the hold up or anyone checking we are okay. 

Radio too loud so Mum is anxious we won’t hear her name being called. She is worrying about her wee dog waiting at home. 

We are still waiting and it’s 90 minutes after her appointment time.