"Burnley Urgent Care Centre"

About: Burnley General Hospital

I was feeling very ill, I called 111. they managed to book me an appointment within one hour to see the out of hours GP, who is based at the Urgent Care Centre. I arrived on time and waitied for 15-20 mins to see the GP, which was fair enough considering there were other patients in the waiting room. When I saw the GP, they kept interrupting when I was talking, it was very annoying as they wouldn't let me finish what I had to say. When I related my concerns and asked if it is possible that I may have X issue, they said no. When I asked once more if it was possible, but it may take longer to find out. They laughed and even made jokes about it, which I found to be ridiculing, draining and very irritating considering the fact I was very ill.. that is something I'm unhappy about. The GP prescribed me medication and gave me a prescription, but didn't inform me that I will be sent a letter in the post asking to pay for medication. I received this letter and had to pay for the medicine. However, the medication they gave did seem to improve my symptoms and it did seem to help. In terms of the medication side, I was satisfied.

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Response from Wendy Stobbs, Patient Experience Manager, East Lancashire Hospitals NHS Trust

Dear Anonymous

Many thanks for taking the time to tell us about your experience at Burnley General Hosptial's Urgent Care Centre, we really appreciate you doing so and are very sorry that it wasn't what you expected as we always strive to deliver safe, personal & effective care. I will pass on your comments to the staff so that they are aware of them and do hope you're recovering well.

If you would like to talk through your visit to us with one of our Patient Experience team so we can understand the bits of your experience that could be improved we would really value this so that we can try to make it better for every patient.

You can either contact me (Wendy Stobbs) on 01254 734471 or email me on wendy.stobbs@elht.nhs.uk.

Or if you would If you would like to discuss your concerns with us further please contact our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns.

many thanks

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