"Shocking, really"

About: Trafford General Hospital

The waiting time is understandable, but rude and unaccomodating staff and ill trained nurses and doctors are not.I had to visit the Urgent Care centre for an unorthodox reason - my usual clinic had closed early and following surgery, I had to see a nurse every day. Whilst I explained this to the triage nurse and told them I was prepared to wait as long as it takes because I knew I was not in desperate need of attention, the nurse rudely told me I was in the wrong place but they would see to me. Four hours later, when I was seen to, I was shocked by the unprofessional behaviour I witnessed. Whilst I do not want to go into details, I was shocked by the audacity of a member of staff to enter the room without my permission whilst I was being treated for an issue. Furthermore, the nurse that was treating me seemed unsure of themself and did not make me feel like I was in safe hands.Regardless of this,I cannot forgive the unprofessional behaviour of the member of staff and for that reason alone I would never recommend this service to anyone.

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback. We are sorry to learn of your poor experience of Trafford Urgent Care Centre in April 2015.

Sister Clare Kirrane, Urgent Care Centre Manager, has advised that there are occasions when staff need to signpost patients to other appropriate care facilities, but, as you had explained that your usual clinic had closed, it was not for the nurse to decide whether or not you should attend the Urgent Care Centre, but to facilitate your care. Sister Kirrane was disappointed to hear that you felt that the nurse was rude. Sister Kirrane is not sure which nurse saw you, so has discussed your concerns with all staff and reminded them of the importance of treating patients appropriately and with respect.

Sister Kirrane would also like to sincerely apologise that a nurse entered the room without your permission compromising your dignity, and for the distress caused. If you would like to contact her directly on 0161 746 2724, she would be willing to discuss your concerns with you further as ensuring good patient experience and high quality care is important to the team at Trafford Urgent Care Centre.

Sister Kirrane hopes that you have made a good recovery and that your experience will not deter you from attending the UCC again should the need arise.

Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust