"Check in process at Eye clinic"

I felt very frustrated when attending the eye clinic, I have not been for a year and the process has changed but it isn't very clear.

I went to the reception desk as I have done in the past and waited for one of the members of staff to attend to me, they chatted for 5 minutes and then one of them asked if they could help. I explained I was there for an appointment, I was told that I needed to use the self check-in screens. I was taken to the self check in area, this was very busy with queues at each screen so she took me back to the reception desk and checked me in along with one other person.

I'm used to having to wait for some time at the eye clinic to be seen but an hour later I asked one of the members of staff when I would be seen, particularly as people who had arrived after me were being seen before me.

This member of staff said they did not have my details, I should have gone to another desk after having self checked in. I explained I had not self checked in so this did not apply, I explained what had happened earlier and that one of her colleagues at the main reception had taken all me details.

I then waited a further 45 minutes to be seen.

The appointment itself went well, however the self check in process is not clear, it may help to have information about this in the appointment letter so people are aware of the change and know what is expected of them. Staff at the main reception desk should have brought my papers through for the clinical staff but failed to do so, perhaps this process also needs to be looked at.