One thing that can be done better is managing patient/family expectations. Surgery is a complex process with lots of "moving pieces". Sometimes more emergent patients take precedence with the limited resources available (nurses, operating rooms, surgeons, etc). Sometimes life happens; critical personel are sick or show up late, etc. I'm not sure what was going on today in your situation, but I agree that a little information/explanation can help alleviate a lot of anxiety.

With that being said, patients can do better too. Medical care (especially surgery) is not like getting service at fast-food restaurant; Hospitals are not hotels, doctors and nurses are not concierges. Frankly there are concerns that much more important than promptness and "customer service" (e.g. patient safety). In medicine it's not "first come, first serve" , it's "first, do no harm". You sound like you are a timely person, the vast majority are not; often the intake process is catered toward the lowest common denomitator (i.e. people who run late). The most common reason a physician is running behind is because of another patient.

Again, I do not know what happened specifically in your situation; they might have just been jerks. Surgery (even minor surgery) is seldom fun for the patient or their families. I hope your little one is doing well and does great with the tubes.