"Very impressed by matrons, but very disorganised..."

I've been treated here for several months and have been really impressed by the matrons I've dealt with. At my last appointment, though, my experience was almost farcical. I was there for two hours! In order to get my prescription, I need to provide evidence to the pharmacy of a negative pregnancy test ( a form completed by a nurse). This is normally done very efficiently. Today, however, I was left sitting around for about an hour in total as no one seemed to be aware of procedure. After a very bizarre chain of events, I was handed the stick used to test my urine (into my bare hand!) in a corridor instead of being given the form that I am usually given. When I said that I was more than aware that I was not pregnant and just needed the form to provide with my prescription, I was told "Oh, I'll try and find them. What do they look like?". After being told to go and sit down (again!), I took it upon myself after another 20 minutes to go back and ask if the form was ready and was told "Oh, no. I couldn't find them". In the end, I finally managed to track down the form I needed on my own initiative (not before they tried to give me someone else's!). I was not the only one in this position and other women were also being handed these 'dipsticks' in a corridor instead of being given the requisite forms. Very bizarre! It was quite chaotic, with patients getting sick of waiting and waIking around the department to try and get what they needed. I must say that I also concur with other posters about the lack of manners of some staff. I've been spoken to in quite a patronising way on occasion and I also do not appreciate one of the nurses taking blood listening to Capital FM at full blast! Today, a number of staff members were standing around in corridors looking at each other's smart phones and giggling. No announcement was made about the clinic running late either. When a fellow patient said that her appointment was due to begin half and hour before, she was told "Oh yeah, they're probably running late'. She was still there when I left 30 minutes later! More professionalism is required in an environment where patients are often likely to be feeling apprehensive. With the exception of some of the dermatologists and matrons, and a very nice receptionist, I do not feel confident or at ease when I visit this department.