Well, on the bright side, they seem to give lousy service to everyone — I might have thought that the bigwigs from inside the system would get “special service”. Nope. They get screwed too.
She was a middle-wig. They get screwed like everyone else. Bigwigs either get the care there or go somewhere else for it.
She was no longer a bigwig at the time. Being a bigwig only counts if you ARE STILL a bigwig at the time you need service, or currently have friends among the current bigwigs.