I recently came across this sign at a hospital in east London. The sign reads: 'Due to unforeseen circumstances there is a delay in this clinic of approximately .... hrs. We apologise for any stress this may cause you.'
Well, not that unforeseen since the hospital felt the need to design and buy a sign that permanently sits at one of the clinics. Did the fact that they had to get a sign not ring bells about the processes they follow that allow such regular 'unforeseen' circumstances to affect the level of service they provide?
What message does the sign send to the patients waiting to be seen?
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