"Better communication"

I had an appointment to remove a suspect mole down in your level 0 theatres.

The letter said I had to attend at 1.30pm, to my shock I was told by the receptionist there were 5 people on the list and I may be there for sometime.

The nurses then told me the same thing.

Could this possibly be translated in your communication?

 When your told to come in at 1.30pm you expect to be seen then and having to wait until 4pm is very frustrating especially when just sitting in the waiting room doing nothing.

I must say all staff from reception to nurses to the doctors were all very professional and friendly.