"Endoscopy department -reception terrible but…"

So… my appointment was 14.30 and I arrive at 14.17 after searching for a car park space for 20 minutes. It was dire. Checked in with reception at Dermatology for an appointment at 14.30.

Waited until 14.52 - approached reception because I’m diabetic and felt lighted having fasted since 11.15. I politely asked how much longer is the delay. Receptionist said it was not a delay because 14.30 was not my appointment time but my check in time. I was perplexed. My text message clearly said 14.30 is my appointment time. And I’ve regular appointments since my diagnosis for various conditions since 2017. So that was the first time I’ve heard of such thing and such an excuse. I was not impressed. About 5 minutes later the lady who did my liver scan was really lovely and apologetic. Which made it ok. I think she actually forgot about me or reception didn’t communicate the fact I was there.

Reception is the front line and represents the NHS brand and the team. They need to be better trained in customer service and how to treat patients. It’s woeful.