"Ultrasound appointment"

I visited Medway recently to have an Ultrasound. My appointment letter gave directions to the Ultrasound Department and I took my place in line waiting to be called to the desk to book in. As is the requirement my bladder was full so when the person in front of me in line moved away from the desk, I thought "thank goodness, I would soon be able to use the loo after the scan". How wrong was I!

The staff member got up from their station and went to talk to a member of their family and grandchild. They returned after a few minutes and called me to the desk to book in. After confirming my details they then handed me a sheet with directions to another department one floor up! I pointed out that I was by now late for my appointment time. They said that once I got to the department one floor and a walk away I could go straight in as I was already booked in. Not the case as I was told to take a seat and wait to be called. When my name was called I entered the room for my scan.

Communication from the staff for scan was minimal and didn't make me feel at ease as I was already stressed from the redirection. Finally, I left the room and made my way out of the hospital. On the way I could see another patient who was trying to find where the scans were being done so I asked if I could show them where to go (effectively, doing the staff's job for them).

Yes. Put yourself in the patient's position who may not have visited the hospital before OR for some time. Treat them as people who are there for help not an inconvenience for you. After all, if there were no patients-no job. Perhaps you could learn from the volunteers at the information desk.