"excellent service but missing the human touch"

I attended BGH last week for a CT scan. 

Firstly I must commend NHS Borders for such a prompt appointment, and very timely service when I arrived for my appointment - excellent service, thank you.

But, I was a bit disappointed about the lack of personal touch... No-one introduced themselves (do those shiny yellow badges mean staff don't need to do that any more?) and no-one took just a quick moment to summarise what was going to happen (the written info shouldn't completely replace this surely?). Both of these simple touches would have gone a long way to put me a little more at ease and acknowledge that whilst a run of the mill procedure for staff this was actually a anxious fearful moment for me...  Thanks for considering how you can make the experience better for others in the future.