"Inflexible appointment system"

After encountering 2 separate car accidents en route to my appointment here, upon arrival I was 20 mins late. I did apologise but I was told I’d need to rebook and I was outside the 15 minute threshold, although the physio would speak to me. 

After waiting around 10 minutes I was advised I would need to rebook as the physio wasn’t available. At this point I was forced to argue to be seen, embarrassingly, in front of other patients in the waiting area. I correctly pointed out there is no mention of re-booking (in the appointment letter) if you’re more than 15 minutes late. I had to point out that the appointment was 45 minutes long, surely the physio should be available to see me for the remainder of the appointment. 

I was then advised that the physio was able to see me! I was then awarded an appointment for over a week later. I’m currently looking after a relative recovering from major surgery, as I mentioned in my appointment. District nursing cannot narrow down a time to come on that day, to provide wound care, so I’ve absolutely no idea if I can attend this appointment or not. I’ve been told it’s more likely to be an afternoon visit because it’s not for a blood test. 

I attended ED with my complaint originally, and luckily a physio came down to help me. I was given exercises which really helped, and it was done quickly. As a professional myself, I have to manage an extremely busy client base. I’ve never implemented a 15 minute late rule, and I’ve certainly never put someone through the indignity of arguing for the right to be seen in front of other clients. 

This must be the only area of the health service that has an impractical and precious rule like this. I sat for almost an hour (over the appointment time) in a clinic waiting for a prearranged appointment earlier this year - should I have said to the Dr that they were running more than 15 minutes late and that I would require an appointment for the following week? 

I feel my treatment has been unfair and this 25 minute rule has unnecessarily delayed medical treatment I require. As I pointed out I’d already been waiting a number of weeks for the appointment. A rigid rule around 15 minutes shouldn’t be in place, particularly given the well publicised pressures with waiting lists and so on. Most people, like me, do not want to have medical problems and want them to be sorted out as quickly as possible. 

I would like to say how kind & helpful the meet & greet volunteers in the entrance area are. One actually brought me down to the department and  tried to reassure me as I was late.