Problem
A couple was in the General Hospital for the delivery of their child. In labor, they had to wait for nearly three hours to get a room, and none of the hospital staff even checked in on them. As the couple became frustrated, they spoke with one of the nurses who told them that this is the end of the nursing staff's shift and they need to wait on the upcoming shift.
When they spoke with the physician with whom they wanted to share their frustration regarding the wait times, the physician said, "It is just the way things go wrong. You have to get used to it."
After delivery, the nurse carrying the infant slipped, but fortunately, the baby was unharmed. The explanation given was, "There was disinfectant fluid on the floor, which made the floor a little slippery."
On discharge, the couple decided to sue the hospital. The physician admitted negligence and poor treatment but did not see a reason to apologize.
What are the deviations that happened that ruined this patient's experience?