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As tragic as this is for C, has anyone spared a thought for the poor receptionist. If waiting times are circa 5 hours, this would indicate that the A&E is very busy. It is not inconceivable that the receptionist may have been under an immense amount of pressure. Human beings can at times err under pressure. This person must be wondering which way is up at the moment. Doing the best job possible under great strain.
So before chastising the perceived lack of information given to C, put yourselves in that situation.
Perhaps a simpler solution would be to remove the human element all together and replace it with AI. A screen to input your data and an automated response from the machine (some doctors surgeries have this already). HMG seem to be favouring this approach for other entities.