Two steps forward, one step back

Nobody would deny that we've seen enormous improvements in healthcare in the last 25 years - and not just in medical and surgical interventions, but in the organisation of care. Look at those falling waiting times!

But once in a while (or maybe a bit more often than that) we get a posting on Patient Opinion that makes us blink and rub our eyes in astonishment. Like this one, which arrived last week:

Last week I had to wait for 2 hours to see my GP, 45 minutes of which I was standing in a queue. There was a heavily pregnant woman in front of me who was obviously finding standing for so long hard, so I had to tell her I'd queue for her and let her back in at the last minute.

Sorry? Did you say standing in a queue?

That can't be right. Maybe the relevant GP surgery could get in touch and tell us why we've misunderstood.