"Extremely unhelpful reception staff"

I was appalled by the way my partner was treated when visiting. We had been advised by 111 to seek medical attention within an hour. We got the the unit in plenty of time but the department opened 10 minutes later than scheduled. Then, even though 111 found my partners details on the system, the reception staff couldn't, therefore we had to walk to his surgery to then get his details, which in my view could have been done by the receptionist by just giving them his name and date of birth. When we returned to minor injuries we were then put to the back of a queue with a three hour plus waiting time. The receptionist had to be the most unprofessional and unhelpful member of staff I have ever experience which is bad considering my job is customer services.