"Pointless visit when seen by a dismissive Nurse..."

About: Trafford Walk in Centre

I have just moved back to the Trafford area and registered with a local GPs practice. On phoning them to arrange an appointment I was told all appointments with the GPs are booked up for 2-3 weeks, a problem I've never experienced when living in a different area. I was offered an appointment in 2.5 weeks time which I declined due to the excessive wait and as I would be working away on the day they offered. As this wait was unacceptable I went to the Walk in GP clinic at Trafford, under the impression that I would be able to see a GP there and get the tests I required. Plus points: On a Tuesday lunchtime there was only a 20-25 minute wait at Trafford General's walk in clinic and free parking which is great. Minus points: I thought I would be seen by a GP but was called through by a Nurse who did not introduce them self or explain their job title. After checking my blood pressure and listening to my breathing the nurse said I required blood tests but being a Nurse, could not arrange these and I would have to go back to my GP! I explained that the reason I'd come to the walk in clinic was that they could not offer me an appointment for 2-3 weeks. The nurse was very dismissive of this, obviously not believing me, phoned the practice and was only offered an appointment with the Nurse not with a GP. I am still waiting to be called by my GPs to phone me as promised to arrange the tests I require. I was told by the walk in centre Nurse in a patronising tone "If your GPs offer you an appointment you have to take it not turn it down you know". I am a healthcare clinician myself who works in a hospital and the patronising, dismissive way in which I was spoken to was frustrating. The difficulty in actually getting to see a GP is stressful and causing my health to deteriorate further. If this is what healthcare is like in Trafford, then I'm regretting moving back!

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Responses

Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback regarding your experience at the Walk-in Centre at Trafford General Hospital. Although being situated on the same site, the Walk-in-Centre is provided by Mastercall Healthcare and is a separate service from Trafford General Hospital that is part of Central Manchester University Hospitals (CMFT).

We are sorry to hear that your contact with the service did not meet your expectations. We pride ourselves on delivering a high quality service to all and therefore any negative comments are taken very seriously.

Sadly the issues you highlight are mostly to do with access issues at your own GP practice. We receive increasing verbal reports from people who use our service that they are unable to get an appointment to see their own GPs and can appreciate your frustrations. We would suggest that you raise your concerns with your own GP practice.

The Walk-in Centre is for anyone, with minor ailments or acute conditions that cannot wait until the next available appointment at their own surgery. Our patient information leaflet clearly lists the ailments we can manage that include: skin complaints, coughs, colds, sore throats, minor infections etc. Unfortunately the walk in centre did not meet your expectations as you required “blood tests” which is not something we do and you were correctly informed that this needs to be done through your own GP practice for continuity of care and follow up.

The Walk-in Centre staff consist of a variety of clinical roles ranging from GPs, Advanced Nurse Practitioners, Nurse Practitioners, Emergency Care Practitioners and Minor illness nurses who together provide excellent, high quality care. We are sorry that when you booked in at reception, that if you clearly expressed that you wanted to see a GP, that the receptionist did not forward your case to a Doctor only. We are also sorry to hear that you felt the nurse you saw was ‘dismissive’.

We would very much like to investigate this further so that we can feedback to the clinician involved in your son's care. If you are happy for us to do this, please contact the Quality and Safety Department at Mastercall Healthcare on 0161 476 7001 or email QandS.Mastercall@nhs.net

Thank you again for providing your feedback and we hope that this experience alone will not deter you from using the service again in the future when needed.

The Patient Experience Team

Central Manchester University Hospitals, NHS Foundation Trust

Response from Trafford General Hospital

Thank you for your feedback regarding your experience at the Walk-in Centre at Trafford General Hospital. Although being situated on the same site, the Walk-in-Centre is provided by Mastercall Healthcare and is a separate service from Trafford General Hospital that is part of Central Manchester University Hospitals (CMFT). We are sorry to hear that your contact with the service did not meet your expectations. We pride ourselves on delivering a high quality service to all and therefore any negative comments are taken very seriously. Sadly the issues you highlight are mostly to do with access issues at your own GP practice. We receive increasing verbal reports from people who use our service that they are unable to get an appointment to see their own GPs and can appreciate your frustrations. We would suggest that you raise your concerns with your own GP practice. The Walk-in Centre is for anyone, with minor ailments or acute conditions that cannot wait until the next available appointment at their own surgery. Our patient information leaflet clearly lists the ailments we can manage that include: skin complaints, coughs, colds, sore throats, minor infections etc.

Unfortunately the walk in centre did not meet your expectations as you required “blood tests” which is not something we do and you were correctly informed that this needs to be done through your own GP practice for continuity of care and follow up. The Walk-in Centre staff consist of a variety of clinical roles ranging from GPs, Advanced Nurse Practitioners, Nurse Practitioners, Emergency Care Practitioners and Minor illness nurses who together provide excellent, high quality care. We are sorry that when you booked in at reception, that if you clearly expressed that you wanted to see a GP, that the receptionist did not forward your case to a Doctor only. We are also sorry to hear that you felt the nurse you saw was ‘dismissive’. We would very much like to investigate this further so that we can feedback to the clinician involved in your son's care. If you are happy for us to do this, please contact the Quality and Safety Department at Mastercall Healthcare on 0161 476 7001 or email QandS.Mastercall@nhs.net

Thank you again for providing your feedback and we hope that this experience alone will not deter you from using the service again in the future when needed.

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