"Working well despite being extremely busy."

I attended the clinic with an appointment made through 111 last night with a minor injury. The clinic was extremely busy with a high number of sick children and babies requiring assistance. The care I received was excellent, the clinic clean and tidy and the staff both professional and friendly.

The one improvement which the management of this clinic should consider is a more proactive system of explaining to patients why there is a delay in appointment/waiting times, and how long it may be. The reception team were very good at reacting to patient enquiries over delays and waiting times but why not get them to be proactive? The stress levels in that waiting room would go down considerably if regular updates were provided to the crowd on their place in the queue. Most patients understand that a poorly 6 week old baby will "jump the queue" but a lot of the other queue jumping and delays, whilst having obvious reasons understood by the staff, are an annoying mystery to the patients in the queue. Provide information; the receptionists are there chatting to each other in their downtime so why not utilise them and their skills?