"Disgraceful attitude of urgent care reception"

About: University Hospital Of North Durham

I arrived at urgent care at 5pm after being asked by my GP to attend as he had no appointments left. I arrived with my 2 and 3 year old as the appt was for the eldest. When arrived at urgent care the receptionist had the worst attitude started saying we don't open till 6pm anyway. You can't have been sent her by GP? I explained my situation she didn't care at the slightest and said go to A & E but you will have a wait it's busy . Iam appalled by this she is a receptionist?!a A strong letter will be sent to management. My child needed medical attention at that point. I'm ashamed to say I work in the nhs and with people like her representing us especially working on front line. Luckily the nurse at A&E was lovely. And we got the attention we needed after a short wait.

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Response from University Hospital Of North Durham

Thank you for sharing your experience of the UCC at Durham. Please accept my sincere apologies on behalf of CDDFT for your poor experience. Your comments will be shared with managers of Durham UCC to ensure actions are put into place to prevent such issues you have experienced occuring in the future. If you would like to discuss this further, please contact us at: Patient Experience Team 0800 783 5774 patient. experience@cddft.nhs.uk

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