"Urgent Care - One long queue with two seats"

Urgent Care is situated on the left of the main entrance to the hospital, a new entrance to the Fracture Clinic has now opened up in the same area as you are meant to queue for Urgent Care - which seems ridiculous considering the amount of footfall in this area. Urgent Care consists firstly, of two administrative tasks - one to be booked in and the next temperature and pulse are taken. Here you will also find a board which tells you the waiting times - when I arrived it hadn't been updated from the previous evening and was showing a 7 hour wait from 12am. It was approx 12pm when I arrived. A HCA was updating the board as I waited. She was excellent at inputting the number of hours patients would have to wait but unfortunately she did not change the date so the board was giving incorrect information. When I pointed this out to her she said 'oh that doesn't matter'. Right Ok - the date doesn't matter..... I said again, 'it's showing the wrong information' and she just ignored me and walked around where I was queueing and was saying behind my back 'what's more important to you the waiting time or the date....' and in doing so another patient thought she was speaking to them. This persons attitude was poor - and to be working in an apparently 'caring' position - I'm not sure I would want to have my family and friends encounter such a rude and unprofessional HCA. The attitude shown towards me was a definite red flag. However, that experience does not negate my opinion of the Urgent Care streaming process - it clearly doesn't work and is not particularly comfortable or private for patients presenting at the hospital. After having my pulse taken I was then told to go to the screened off area in the righthand corner - I went and sat down, not realising that actually I was meant to stand in another queue (no indication that this was the procedure) after watching several other patients called in before me. Once I realised that was what I was meant to do - I stood in the next queue and waited to have my pulse and blood pressure checked. After this I was then sent to the window in the Urgent Care waiting room, and then told to go and sit back out in one of the seats labelled Urgent Care and wait to be called. I waited. And waited. Eventually I heard my name but due to the amount of people in the waiting area (standing and sitting) I did not see who called it, where they had come from or where they had since disappeared to. Eventually they came back out and shouted my name again. I went in to an open area, with other patients nearby where I was expected to explain the mental health issues I was experiencing (which was the purpose of my visit). The first 4 people I saw at the hospital were for crowd control purposes. Zigzagging across the main foyer of the hospital. I was asked several times by other patients if I could direct them to where they needed to be. The system was chaotic and messy. Perhaps on purpose to deter people from bothering to wait?