"Totally disgusted"

About: Crawley Hospital / Urgent treatment centre

My wife has just taken my fifteen year old daughter to the walk in centre with severe ear ache, the pain is so bad that my daughter is literally crying, we have already been to the gp who has referred her to the ENT department but the appointment isn't for another three weeks. Upon arrival at the walk in centre my wife gave the receptionist the details only to be told there is nothing they could do there for her!!! Does the receptionist have the skills, knowledge and qualifications to be able to diagnose the problem just by taking her details? If not then how does she know that they can't help without speaking to a doctor? My wife has now had to take my daughter on a bus crying in pain to East Surrey hospital where they have seen her straight away. I'm totally disgusted by your lack of care and the fact that you refused to even look at her. How can you have nobody there that can help her when there is an ENT department on sight? I will be taking this further and have already contacted our local MP.

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Response from Nick Fairclough, Head of Marketing, Communications & Intelligence, Sussex Community NHS Trust

Dear Mr Wicks

We are sorry to hear about your unhappiness at the care your daughter received.

You speak about attending the walk-in centre in Crawley.

This is located at the Crawley Health centre at Cross Keys House, Haslett Avenue West in Crawley, about a mile away from Crawley Hospital.

Sussex Community NHS Trust runs a number of services at Crawley Hospital, including an urgent treatment centre open 24/7.

If you visited our service at Crawley Hospital we would like to be able to review the case. So can we ask you to contact us directly so we can review the case via our patient advice & liaison team on 01273 242292 or via sc-tr.serviceexperience@nhs.net?

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