"Inadequate reception staff"

I had a podiatry appointment yesterday (5/12/17) at 11.30 in the outpatients department.

I arrived at11.20.

There were two staff members behind the desk chatting in the reception area.

Without looking at me, one of them asked my name and whether I had an appointment with podiatry or audiology.

I answered the questions and they told me to take a seat.

I did so.

I then proceeded to watch patients arrive, receive their treatment and leave.

At twelve o'clock I decided to ask at reception if I had been overlooked for some reason.

The reception area was empty.

Finally a staff member emerged from an area behind reception and I asked to check for me.

The staff member said they would and asked me to sit down again.

They disappeared into the treatment area and re-emerged several minutes later.

Then they walked past me saying nothing.

A couple of minutes later a most apologetic podiatrist came out and took me through for treatment.

They explained that reception had not logged me in and they, naturally, thought I was a DNA (did not arrive).

They had already informed their admin department of that.

They then carried out my treatment professionally and competently.

They apologised again, even though it wasn't their fault.

On returning to reception there was a staff member behind the desk. I tried to explain to them what had happened. Their only comment was 'I don't know, I wasn't here.'

I wonder how long I would have been left sitting in reception if I hadn't spoken up.

I am very disappointed by the behaviour of the staff involved and I trust you will take action to prevent something similar happening in he future.