"Basic problems that have easy remedies"

1. Doors that say they're automatic, but require people to push/pull.

Remedy: Don't bother adding more signage to the signage-packed door. Just turn on the doors.

2. Receptionist needed to press a button to open second layer of doors but can't see the doors from most of reception. I had to let the receptionists know there were people trying to get in, multiple times.

Remedy: Ensure that one receptionist is always sitting in the chair that can see the door and see patients that are trapped between the automatic doors that don't work. After suggesting this to the receptionist, a puzzled face replied "But I sit here"...1.5 m to the left of the other chair. This is unacceptable and suggests that reception staff are more focused on following procedure than receiving and caring for patients.

3. Phone number on the second set of doors says call after 20:00 to open but receptionist expects patients to use the number at all times.

Remedy: Don't bother to improve clarity of the signage; just get a door bell. Also, see the remedy to the previous problem.

4. Two sets of automatic doors that don't work as expected, assumedly to control flow.

Remedy: Turn the automatic doors on. Concerns over COVID are clearly not an issue when it seems acceptable for patients to gather between the doors or in a line at reception or in the waiting area.

5. I was told in the morning to attend the clinic to be seen as soon as possible despite having a 17:00 appointment because I'd probably be seen earlier. No new appointment was scheduled so I just had to cancel my day and sit in the waiting area with my fingers crossed.

Remedy: Don't offer patients to be seen early without rescheduling an appointment. Knowing exactly when you have a later appointment is better than not knowing when you might be seen sooner. Patients can't plan around a "maybe".

6. Receptionists not alerting doctors when patients have arrived. After being assured by receptionist that the doctor knew I was there, when I did see the doctor they apologised for keeping me waiting because they didn't know I was there.

Remedy: Have a screen that allows patients to check themselves in, as in most GP practices, rather than rely on receptionists.

7. Service delivery seems to be optimised for the service provider rather than the patient/"customer", e.g. have patients queuing. Also, focus seems to be on *health*care rather than health*care*, e.g. focus on providing medications or conducting examinations without further questioning or planning for next steps.

Remedy: Help staff to be more caring by giving the time and resources for them to understand the patient rather than merely their symptoms.