"Great Walk In Centre, Terrible Patient Services"

About: Hammersmith Hospital

Yesterday I went to the Walk In Centre for some advice regarding an ear infection. I was told that I needed to take drops for 5 days and then have my ears irrigated straight afterwards. Following this I called my local GP, asking for an appointment, however they did not have one available for 3 weeks, which is quite simply not good enough in itself. I then called two further surgeries: The Parsons Green Walk In Centre and the Hammersmith Hospital. The Walk In Centre informed me that I could go and wait for an assessment (of which I had already had) and the nurse would then book me in another appointment for another time to actually have the surgery done. Unfortunately, like the majority of people within the UK, I have to work during the week and cannot afford to take the time out to see a nurse twice in quick succession. I then called the Hammersmith Hospital. I have a relatively low opinion of the NHS anyway, however the rudeness, inconsideration and total lack of accountability I encountered on the phone disgusted me. The lady receptionist who answered told me that there were no further options as I was not a patient and put the phone down on me when I tried to explain the situation. This was not before she suggested I go private if I'm not happy with the NHS service I was receiving. I am appalled and disgusted. This is not so much an issue with Hammersmith Hospital but more so a cultural problem with the NHS. The service is not in line with, and does not meet the needs of the UK population and nor is the mindset. Time to privatise.

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Response from Hammersmith Hospital

Imperial College Healthcare NHS Trust is sorry to read of your experiences of the NHS. Your concerns seem to relate particularly to access to primary care services which we are not responsible for. However, your comments have been passed to the practise manager of the walk in service at Hammersmith for attention with regard to the attitude of the staff member who spoke with you on the phone.

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