Unfair treatment and lack of urgency

I am not happy about their inconsistency of their service. Today I went there as it was my date for family planning. They asked if we had our ID documents, which I could not understand as to why the sudden change because in the 3 years I have been attending that clinic they never asked for it unless it was your 1st time attending the clinic. I then asked the clerk lady by the name of Lebo, since when do we have to bring ID documents and she couldn't answer but told me it's been on their notice board which I have never seen. They lack sense of urgency but they work for health care institution. They make people wait outside of the clinic before they start working, clinic says they open from 7am of which that's when they start walking in and go have breakfast. No matter how sick you may be nor how old and frail you may be, you will wait in long queues outside the yard of the clinic. They also turn patients away if they see there is an influx of patients to assist of which I feel it's wrong because they should at least communicate that they are only assist a certain number of people rather than turning them away because they don't have "proof of address". The clinic operates from 7am till 4pm but if one comes during the day, they turn you away and tell you to come the following day. My question is from 11am till 4pm what do these nurses do since they never want to assist any patient coming later than 12pm. I have been taking this treatment for far too long from these nurses from this clinic. If they don't all go together for lunch and leave 2 nurses to assist a long line of patients. Something needs to be done because their treatments towards their patients persists. They are forever making changes but never not once was it communicated. They take down our numbers but never make use of that to communicate any changes. The lady I spoke to said they have a notice board but I've never seen any notice board in the years I've been attending that clinic. What is the use of asking for our contact numbers if there will be no communication sent? I don't like complaining because 80% of the time it falls to deaf ears or rather no action is taken. I hope that there will change the next time we go there again.