"Lack of communication"

I was called on a Thursday morning to advise that I would need to collect bowel prep. The lady who called me was kind, clear with her instructions and advised me that she would email me all of the relevant details and instructions. I was booked to attend early February early afternoon. 

I arrived, the receptionist handed me a clipboard file with details to complete, they did not check my name or ask me for any details. I completed this and sat down. 40 minutes, I was still sat there, nobody had advised me about what happens. I have to admit I was very apprehensive and did not know what to expect. I had stopped eating at 3pm the day before as advised and had my last drink/bowel prep at 7am. I went to the desk to enquire about what was happening. I am advised not too much longer. I then sat in the waiting room for over 2 hours, no further communication about what is happening. Then I hear a staff member stating that there is nobody to see me. Yet I had seen them in the waiting room collecting another patient. They apologised and ask if would like a drink.

I was feeling really upset at this point. I had taken emergency leave at work for this day. I had been on a low fibre diet for 5 days and completed bowel prep and fasted etc...my anxiety levels were high as I was on a 2 week cancer track, I am scared about what I might have. Its already been nearly 4 weeks and just like that, after planning and prepping, I am made to feel forgotten in the waiting room. I believe I was then added to another list and I eventually was seen over 4 hours later than my original appointment, I could not work the following day as I had my procedure so late with sedation.

I felt the communication generally in this hospital department was poor. I felt had to keep enquiring and asking what was happening, the Nurses didn't seem to know. Leaving patients waiting for hours in a fasted state is poor and failing to communicate is inadequate and makes patients feel very unseen. Of course delays happen but I find that if patients are told what is happening and why and give them a time line they are much more understanding and feel like they are involved. Knowledge is power.