Suffolk County Accessible Transportation complaint: The Driving Schedule

My mother has a scheduled ride three days a week from Mt. Sinai to Port Jefferson Station. It’s a 10 minute ride that should only take 10 minutes. My mother is on the bus for over an hour. Sometimes the bus passes her place of residence to go get another rider. My mother is 80 yrs old, diabetic and cannot be on a bus for an hour, after having 4 hours of dialysis and not eating all day . We understand that other people ride the bus but they are not in the same area. When you call to questions this service the woman that answers the phone clearly lets you know she does not give a hoot (to put it nicely). I think this is very sad, these people are handicap and sick and do not need this added stress. I already feel bad I cannot drive her myself all the time and now have to be stressed every time because she comes home crying. Her home is not very happy with this either and also will be sending a complaint. I think maybe someone does not know how to schedule. Thank you