I was a little put off by the fact my appointment ...

I was a little put off by the fact my appointment had been changed twice. And when I arrived, I was alarmed to see the size of the queue, and the amount of people in the waiting room. And yet when they saw me - more or less at the time stated, they couldn't have been more friendly, professional and reassuring. Despite the initial worries, they came across as highly efficient. When you have problems with something as important as your eyes, these are precisely the sort of people you want dealing with them.