"Waiting time"

My teenager had a 10.10am follow up appointment after fracturing their thumb. We were told to arrive early to get an X-ray done in order to save us time.

We arrived at 9.30am and got the X-ray done, then went upstairs to wait for our appointment. At 11.45am I enquired at the desk to when we would be seen as it was now 90 minutes after the appointment time. I was told my child was second in the queue.

At 12.10pm and 2 hours after our appointment time, I again enquired to be told there was nothing that could be done - that as we were a returning patient, all new patients who needed X-rays were then put ahead of us so they were not delayed. I could fill out the feedback form so the doctors can know how long you have been waiting.

At 12.30pm I told the desk we could not continue to wait as no-one could tell us how long we would have to wait and due to the system, it was indefinite.

I then asked for the X-rays to be emailed to my GP only to be told they can't do that, and we would have to go down to radiology and ask them.

I am incredibly frustrated with the patient system. Why is the system ensuring the new patients are not delayed but the returning patients are continued to be pushed down the line?

A simple solution is to alternate the new and returning patients in the waiting line. As a new patient returns from X-ray, place between alternating waiting patients so everyone is seen fairly. This is, in my opinion, an example of incredibly poor systems management.