"First disappointment in 2 years"

I attended WGH OPD today for a CT Scan, one of many I’ve had in the past 2 years. Until now I’ve had nothing but praise but I’m afraid I have no cause for further praise.

Whilst I totally appreciate the pressures that staff are under today I encountered the following:- having sat in the waiting room for 90 minutes I decided to check that my appointment hadn’t been overlooked. What prompted that? It wasn’t the length of time but the fact that two people who’d arrived some time after me were called before me.

Whilst a nurse went to check, as I was waiting another patient approached the reception desk to check in. I overheard the reception ask if she was a “shielding” patient - she was (as am I but I hadn’t been asked!) and she was told to wait a moment as they needed to provide a mask and gloves. When I questioned this I was told, despite having had my shielding letter some 5 weeks earlier, their records didn’t reflect my status.

Then the nurse returned to inform me that an emergency patient had arrived which had put me back. She also admitted that I should have been advised that this was the case. At this point I was quickly processed, canula then scan, restoring my long held faith.

However the conclusion to my visit was a sorry one. Walking down the corridor on my way out passing another reception area four porters, three of whom wore face masks, the fourth not and a nurse were in conversation across the width of the corridor. I stopped and looked at the porter without the mask and asked if I could pass as there was NOT enough space to permit social distancing. At this they stepped aside clearly unhappy at my comment. I did hear the comment from the group to the tune of “it takes all kinds eh?”  This didn’t impress me.

I’m sorry I’ve felt inclined to tell this story but I feel there are few lessons to be learned in the hope that others don’t encounter similar issues.