"Sydney Hospital Hand Clinic"

I had an appointment at 9.10 and a funeral at 11.30. Should work? No I left having not been seen. It has given me time however to observe the worst check-in process it’s possible to create. Inadequate signage to the clinic, hidden inside Eye Hospital. A counter where two people are hidden from view. No acknowledgement or information, heads down. Amateur signs printed to show where toilets are. No information on the process. You queue, only to be told to take a number — why not have a number vending machine! Then wait again to have your file placed in a pile. The staff member on phone processed less than a third of the patients. All chairs face away from door and counter, force-fed commercial TV. Many people therefore do not hear or see staff when they are called.

This is not a complaint about the wait, although I feel that is unconscionable, but aren’t there people who review processes and advise in low cost process solutions? An interior designer or architect, a customer-focused member of staff?