"Walk-in Centre - Disrespectful & horrid service"

About: Chase Farm Hospital

I went to the walk-in centre at Chase Farm and was absolutely disgusted with the service. I don't particularly like going to the doctors let alone to walk in centres but due to not being able to be seen by a GP I headed there for abdominal pain. I was greeted by friendly reception staff who I have to say are the only re-deeming feature of this service. However that is where my praises end. The triage nurse made me feel very uncomfortable and stupid like I shouldn't be using the service asking me why I even went there. I had explained that i had seen my GP previously and had been referred for a scan which was to happen in another 11 days but due to the pain becoming severe and stopping me from working and not being able to get in with my GP I had decided to use this service as I didn't want to clog up A&E with this issue. Her response as mentioned was to ask why did I even come to use this service and that they wouldn't be able to do anything but will tell the doctor and I will be seen. This made me feel very stupid as I felt I went there to try and get some better care as I was in horrid pain and was worried something might be wrong that shouldn't wait for nearly 2 more weeks to find out. When it came time to see the doctor he was slightly better than the nurse but I was once again made to feel like I shouldn't have come to use this service as my condition was not worth it and was asked what they thought they could have even done for me. I'm sorry but when someone is in pain and unable to work and coming to you with an issue you should not treat them with such disrespect as to make them feel stupid and even more horrid than they already feel. I was sent home and told to just hang in and if it gets worse to come back or if after hours go to A&E, which to me is hilarious as I went there due to the pain already getting worse. I find both the responses of medical staff hilarious and stupid as medical practioneers people look to them for some comfort and help in times of pain. At the end of this visit I left feeling disrespected, upset and still in considerable pain. I will certainly not use this service again and if I have any more issues will go to anywhere else except this place.

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Responses

Response from Chase Farm Hospital

May I start by offering my sincere and unreserved apologies for the time taken to reply to you and for the further inconvenience caused. I am very sorry and concerned to learn of your experience at the Walk-in Centre at Chase Farm and I offer my sincere apologies for the distress caused. I notice that your response is anonymous and, therefore, should you wish us investigate your experience further then please do contact our Patient, Advice and Liaison Team (PALS) by email at bcfpals@nhs.net or by telephone on 0208 216 4924. Kind regards The PALS Team

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