"Alexander wing ENT"

I had an operation as a day case at the day case unit - my experience here was really positive, all the staff hca's, nurses and theatre staff were all really nice and although under pressure as they were busy the staff remained professional at all times. They also kept me updated of any delays and waiting times and I feel I was looked after really well. My experience of the ENT dept situated in the Alexander wing couldn't be more different! I've had several appointments here and I've waited more than an hour each time. There are 2 clerks but both doing different things do whilst one had a queue of 7 people the other clerk was just sat there saying she couldn't book them in?! Not my idea if working efficiently. When is approached staff for updates on how much longer I would wait I was basically told to just sit and wait and accept it as its always running late and no matter who you ask no one seems to know what the hold up is or can tell you when you will be seen. I have been seen quicker in A&E !! Surely there is a shift leader or charge nurse on shift to ensure the smooth running of clinics and to communicate with patients who are waiting 1-2 hours for a planned appointment! It's because of the ENT dept that I transferred my care to a hospital who doesn't see patients as an inconvenience! None of us want to be there especially on my day off and I feel we could be treated with a bit more respect from clerks and hca's.