"Couldn't be seen as notes hadn't arrived."

I arrived at 8.20am for a scheduled 8.30am appointment with dermatology and told to take a seat. I was not spoken to until 9.10am when I was told they didn't have my notes and therefore had the option of waiting indefinitely or cancelling my appointment. The staff, although trying to be helpful, didn't appear to know what was going on. The NHS is a wonderful institution and I feel lucky to be seen through the NHS. I just have the feeling whilst sitting in the waiting area that there is too much chatter between staff, there is a lack of efficiency and those staff members who try to be helpful and do a really good job are hampered by poor processes.