"In need of a refresh"

First impression for most is the car park, and it's not good. No obvious spaces were available when I arrived, with several cars circulating in vain. I found a corner (of which more later) but could easily have missed my appointment. When I commented on this at Reception, the response was 'Yes, we know about that'. No apology or indication that any improvement is planned.

Inside, the main waiting area was quite spacious but let down by scuffed furniture, scattered newspapers and uncollected coffee cups. Two people noisily manhandled hospital equipment through the room with little apparent concern for elderly and probably nervous patients. Isn't there a dedicated goods entrance?

I was sent from Reception to another waiting room, where all the (cramped) seating was fully occupied. Two patients arriving in wheelchairs or with walking frames had to ask for a seat themselves. This sort of embarrassment could easily have been avoided by Reception keeping track of the situation.

My consultation was entirely satisfactory.

On return to the car park, I found my car blocked in by three other vehicles. Reception reacted without surprise or sympathy, told me that I had used the staff car park, and asked me to note the names displayed in the cars so that their owners could be contacted. This I did, at the same time commenting that there was no signage to indicate the staff car parking area. For this I was roundly scolded by Reception: yes there is a sign. Sorry, but I don' t think there is. Yes there definitely IS! Quite unnecessarily rude.

Fifteen minutes later, as cars were being moved to set me free, I noticed that the sign in question was completely hidden by a car parked in front of it. Given the overcrowded car park, this must happen every day. So, in effect, there is no sign.

Constructive suggestions: 1. Sort out the car park, ultimately with more space and right now with clear, high-level signage for the staff area. 2. Keep patient waiting areas tidy and provide enough seating for all. 3. Remind Reception to treat patients politely and attentively every time.