"Poor staff communication on waiting time"

Unfortunately, I have had to keep coming back to the hand clinic for follow-ups. I have already posted about where there should be improvements with your appointment structure. (see story 77283)

This is nothing to do with how your clinic is run, but how your staff advise the patients. I came in recently one morning already expecting to wait around an hour. Staff advised it'd be at least an hour as there were at least 10 or so patients ahead of me. They didn't count and give me an exact number as I believe they got frustrated about the question. (I understand they probably get lots of people annoyed about the waiting time, but I just wanted an educated approximation). 

I came back 75 mins later and was told there were 9 people still in front and at least another 40mins to wait. This was another staff member, and they advised that there were some very complex cases that day, so the doctors were not bringing in as many patients. my question is why wasn't this said in the first place? 

I feel this is not fair and in my opinion, un-excusable. I could have gone home, done something and come back in a couple of hrs. 

Again, I completely understand everyone's frustration with the waiting time, but in my opinion, this does not help one bit. I was happy to wait just over an hour anyway, and frankly expected it, but I feel this is really not fair. It's just very disappointing. 

I don't know when you are changing your processes, but please do it sooner, as I feel it's just not fair on the patients and your staff, because I believe they get harassed more than they need to, most likely cause in my opinion, they are probably embarrassed to say how long it'll actually be.