Bad service from receiptionist

My family members referred me to Jaco where they received excellent treatment. I am therefore convinced about his capabilities. Unfortunately the service at his reception was a horrible experience. Somewhere there was a misunderstanding about my time of appointment. I arrived at twelve where my appointment was booked at two. I filled in all the forms, declined the option to make use of another the****** and told them I will come back at two. Everything fine so far. Before two I received a call from the receiptionist telling me that Jaco cannot see me as I am a new patient and if I want to see him I need to drive to Johannesburg. No explanation as to why I was not told this when I arrived at twelve and was even asked to complete all the forms to be ready for two.