"Pretty poor."

What could be improved

Both times I have visited this hospital/department there has been a long wait for my appointment. The first time in August the wait was 1 hour and this time 40 minutes. At the first appointment I was informed of this when I booked in. This time (friday 26th Oct) I was told that the appointments were running on time when I asked. The receptionist didn't look up and acknowledge me when I arrived at the desk, she carried on typing and looking at the computer screen (At our best??) Thlis happened with numerous patients after me. When I did get to wait another 20 minutes outside the clinic room there was a handwritten note on the door saying that the delay was because of the volume of patients booked into the clinic. Why?

Also what is the point of calling patients from the waiting room only to sit outside the clinic room for another 20 minutes, then put patients into a clinic room to wait on their own for another 10 minutes?