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I would find for the claimant. This was a monumental cock up by the receptionist.

The receptionist at an A&E bears a weighty responsibility, no doubt not reflected in her salary, to get things right and one of these things is time estimates. Everyone asks how long it is going to take and the receptionist must be ready for that question each time. If triage is available in 30 min then that must be referred to when speaking to the patient. People do make decisions to leave or stay on the basis of these time estimates - they are of fundamental importance. Public authorities are liable for negligent mistatements of their employees.