"free" movie passes to a cinema that is no where near by (they have started doing this for Jean's clients apparently)
Aha, so they know it's a problem.

I just spent 20 minutes waiting in the doctor's office this morning. I arrived on time; she was running late. I felt I needed to hurry through my appointment so as to keep her from falling even further behind. In that context: It says to me that Jean doesn't respect her patients' time if she is arriving that late. Does the dentist feel her work is better than the other hygienists' work? Your time is just as valuable as Jean's. When you schedule the first appointment of the day, can you tell the receptionist that you want a call if she is more than five minutes behind. Just so you don't drive over there, wait a half hour and then leave without seeing her.