"Blood test department"

My elderly mother had to have a blood test today,the letter informing her of this gave opening times, nowhere did it mention you could book an appointment... On attending found there is anew system in place you now book in at reception, the receptionist clearly isn't happy doing the role they are employed to do with giving as little information as possible with how the system now works other than pointing to leaflets on the reception, which does explain the booking system... The waiting room is a large area with seating and screen displaying the patients names is clearly not big enough for patients to be able to clearly view or read. I personally assisted 6 elderly people who couldn't see the information... on the frequent occasion the patient hadn't gone through to the bay as the screen instructed , a member of staff would come into area call the name of patient and point at the screen commenting that they should have come through... the system needs to be audio also to ensure that people can here thier name especially as they clearly can't see it, there is an audio msg currently telling "patient" to go through... it would make such a difference if staff in these departments were just more friendly and empathetic , the new system could work brilliantly. The phlebotomist was lovely ...mum also had to go to X-ray dept for appt 12,I went along incase she would be late , and the difference was amazing ,a receptionist went on to explain not to worry it will be fine with a lovely pleasant accommodating attitude ...I hope you find this feedback constructive as that is my intention, not to berate the staff.

I would be more than happy to speak to whoever heads the department, thank you.