This was my second annual visit to the Mole Clinic. The first visit last year had been a very good experience and my expectations were high. This year, the booking procedure and admin generally were very good - I had had to rearrange when I was unable to get there during a tube strike and this had been done easily. I was asked to be there 10 minutes before the appointment time which I was. However, my expectations were not met. My appointment was at 4pm. I was surprised and disappointed that 4pm came and went and I had to ask when I would be seen. I was told it would be 5 minutes. I had to ask again after 10 minutes. In fact I was not seen until 16 minutes past 4. Whilst I waited 3 other people arrived and were taken in for their appointments. When finally I was asked to go in, no apology nor explanation was offered by the nurse who carried out the check. I expect to be seen at the appointed time. If for some reason this is not possible I expect to be told that things are running late and not to have to ask and I also expect to receive an apology from the person who has kept me waiting. I believe that this is the least one should be able to expect.