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Even as a defendant personal injury lawyer I would say the Claimant was right to go all the way to the Supreme Court on this one. It is not unreasonable to expect a hospital receptionist to add to her opening monologue "triage should see you within 30 or so minutes and they will tell you how long you might have to wait". It doesn't take medical knowledge. It doesn't take a crystal ball. It doesn't open any floodgates. This is a fact specific argument. The receptionist, and vicariously the hospital, were negligent in the instruction given to the Claimant and had he told about the triage system, it is entirely likely he would have waited the 11 extra minutes to see them.
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