Max Hospital — Quality improvement related queries

Hi,
I am a registered patient with Max Hospital. I am pregnant and getting my treatment done in Max Super Specialty Saket. I made a prepaid online Appointment for 4th June' 2016, for 11:50 AM. I reached hospital at 11:35 AM and went to reception and asked for my Invoice, the reception lady said that I need to be on queue, which was a very long queue which would have taken half an hour for my number to come, I questioned her that why someone has to be on line when he/she has already paid the amount and he only has to collect the Invoice. Then she asked me to sit and wait for some time and she will give me the invoice. I waited for 15 minutes and in the mean while I saw the doctor leaving her cabin. When I asked the receptionist about the invoice again she said "INVOICE YAHA NAHI MILTA" also said that doctor had gone for an emergency and will take 1.5-2 hours to come back. Now my point is if I would have received my invoice on time I could have met the doctor as I was suffering from severe stomach pain. The ladies at the reception had very casual behavior towards patients and were not even looking at patients when they were talking to them also they were whispering about the patient with each other and were laughing on them. Is this the status of Max?
Finally I lost my temper and asked them to let me meet with their supervisor, I had been redirected towards the main OPD. When I went there and asked for the Duty manager I had ben introduced with Shabia, she tried to find out my Appointment and to resolve my issue. I asked for feedback form which was not available, then I asked for the Patient welfare department contact details which I had been informed that does not exist in Max, which was shocking for me that Brand like Max does not have a patient welfare department. She took me to the Gynaec department and asked the receptionist about the doctor, they said that doctor will still take 45 minutes to 1 hour. She came to me and said that I can meet the doctor without invoice in the mean while she will try to resolve the issue and if the payment would not be done then I need to pay again, on which I agreed, also she asked the receptionist to give her a call once doctor will be back.
I kept on waiting finally the doctor came back, I went and met her she asked about the incidence and called up Shabia. She came and met the doctor.

Doctor saw me and written ultrasound, I waited for it for good 2 hours and then met the doctor. Now doctor had written 12 tests to me. I did the payment at the counter and went to give samples. The person sitting there took my prescriptions and payment receipt and asked other staff to collect the samples. Post giving samples I went back I got to know that my prescriptions have been given to some other patient. Now this was the heights on carelessness. I asked the person sitting there to whom I had given my prescriptions to search out for the patient and get my prescription back.
He made me sit there for another one hour and still did not get my prescription back. Now I had lost my patience so I went to another building of Max and met the Duty manager there and complaint about it also filled the feedback form. This duty manager spoke with Shabia in other building and she assured me that she will get my prescription for sure. I had wait for half an hour more and then finally I received a call from Shabia stating that she could manage to get my prescription. Finally I got my prescription in my hand at 5:15 PM.

Today morning (6th June' 2016) at 10:44 AM I received a message which says that I can collect the invoice from the reception for Dr. A. Gupta at 1:50 AM. This had been the funniest part of Max service that I booked the Appointment for 4th June and my invoice got generated on 6th June because of which I had to suffer like hell and to face lots of inconvenience.