"Preventable stress and disappointment"

I attended an outpatient ENT appointment at the Vale of Leven Hospital. On arrival (a little after 1 for a 1. 30 appointment as I was unfamiliar with where I was to go) I was directed by signage to a closed unstaffed outpatient reception.

No signage indicated if it was closed temporarily or just shut. I then followed signs to OUTPATIENT B as far as they went. I was then left at the junction of several corridors where the signs ended. I loitered looking lost for a bit until a passing porter gave me the required directions.

I then made my way to the other end of the building where I was met with several other patients in a corridor outside a locked reception area. They advised that while there was a receptionist there were not allowed in as the medical staff were on lunch. One older gentleman with mobility issues was in a wheel chair the rest had to stand in the corridor for the 20 minutes or so till the doors were unlocked and we were allowed in. After checking in we could then use the seating area till called. I cannot understand why this was the case - I could see no need for the presence of medical staff to be a requirement to allow entry to this area.

Although all the staff I met were friendly and professional the visit was disappointing and stressful. This could be prevented by improved signage, putting up notices at closed receptions advising patients were to go and giving notice on appointment letters if there will be no waiting area during hours when they are closed.