"Excellent treatment by the ENT ..."

What I liked

Excellent treatment by the ENT consultant

What could be improved

I had an appointment at ENT on 17.3.09. I waited 1 hour 20 mins to be seen. I understand from my previous experience in working in a hospital that delays are unavoidable but I think the staff could have announced that the clinic was running behind so at least I could go to the loo. A simple notice would suffice. When the elderly patients names were called they could not hear and were asking me! I am slightly hard of hearing and was worried I didn't hear my name called. Surely there could be a better system of summoning the patients. Older people were confused and wandered up to the treatment centre without registering with the ground floor receptionist - the appointments letters need to be amended to reflect where they should check in which would prevent the patients bothering the nursing staff at the treatment centre worried they were in the incorrect section.