"NHS Walk in Centre - Huyton"

About: Knowsley NHS Walk-in Centre, Huyton

(as a parent/guardian),

I attended the Huyton Walk in Centre with my 3 year old daughter at 8. 20pm one evening at the beginning of June

I had telephoned prior to attending to confirm the opening times and was advised that the last patient must be booked in by 8. 30pm in order to be seen.

I sat in the waiting room for a short period of time with my daughter who had a fever and was rather lethargic until we were called in to the triage room.

The nurse asked what my concerns were and took my daughters temperature which the nurse indicated that it was raised at 38. 4.

She then said that as my daughter was feverish and would require a “full assessment which couldn't be carried out as the centre was due to close is 20 minutes and there were already two patients that had been triaged and were awaiting assessment”.

My daughter has a history of suffering with throat and ear infections and is under the care of the ENT consultants at Alder Hey. My main concern was that I was struggling to manage her high temp and wanted infection ruling out.

I pleaded with the nurse to simply check her ears and throat to be told that the Old Swan centre was open until 10. 00pm and as I travelled by car that I shouldn't have a problem getting there for an assessment. She also added that I have reported that my daughter had had the symptoms for over 48 hours and waiting until the morning wouldn't make a difference.

I expressed my disappointment and despair and again asked for her to reconsider as she had already recognised that she had a fever to be told again that the centre was due to close in 20 minutes.

I left and headed up to the Old Swan Centre immediately to have my daughter treated. I received a fantastic service and the ‘full assessment’ that the nurse in Huyton referred to took a total of 8 minutes.

The staff in the Old Swan Centre agreed with my assumptions that once my daughter was accepted in to the system prior to triage that they had a duty of care to assess and treat her.

I have worked within the NHS for 14 years and have always defended and been an advocate of the services I have received, however I was appalled by the service and attitude of the member of staff that I dealt with at Huyton.

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Responses

Response from Jacqui Sellek, PALS Coordinator, 5 Boroughs Partnership NHS Trust

Dear Mumfirst79

Thank you for your posting.

We are very sorry to hear that you are disappointed with the service you received but thank you for giving us the opportunity of addressing your concerns independently from Patient Opinion.

With kind regards

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