"Attitude of reception staff"

We attended RPH Outpatients as a new patient referred from a private hospital recently. We were to attend Trauma clinic in the morning. There was no one on the front desk when we arrived and orderly suggested Orthopaedic clinic.

I went to the reception desk and produced my referral letter. The clerk behind the desk took one look. Told me we didn't have an appt, I recall, "we don't take walk ins here" despite my having a letter stating date and time etc. I felt they were extremely rude and dismissive and virtually walked away leaving us standing there.

I returned to front desk and same orderly suggested Plastic Clinic. He said I'm going that way and showed us the way, I felt they were extremely helpful. On arrival at Plastic clinic we were welcomed in what I felt was a very pleasant manner. We were informed there was a 2-3hr wait. We had regular updates for the delay. I believe short of Drs and nursing staff apparently removed for other areas in the hospital ! This area is extremely busy with nurses attending to a lot of patients needing dressings only. When I asked if my partner could lie down as they were not feeling well the clerical staff quickly found a nurse and my partner was shown to a bed and attended to.

Despite the time that people seemingly had to wait I recall there were no complaints we were advised to get refreshments attend parking meters etc.

The difference in the attitude of the clerical staff at the Plastic clinic compared to the staff I saw at Orthopaedic was totally different in my opinion.

I understand they are busy but I feel there's no need for rudeness. There was no on else waiting at the time.