"Some constructive feedback..."

About: Whipps Cross University Hospital

I was 'booked' in to see the out of hours GP late one evening via 111 so went in to the whipps urgent care centre. The service I received was not quick but the person handling intake was polite and efficient and happily updated me when I asked some time later of the wait I could expect. The GP I saw was knowledgeable, polite, checked I was happy with outcome and helped me a lot! Now I appreciate that you cannot always tell when someone is sick by looking at them but my impression was that many were there as it was more convenient that going to their GP. It didn't help that some of the patients and their family however were being disrespectful to staff and others waiting. The intake person did very well not to rise to the rude and threatening complaints and the constant knocking on triage doors just cause delays and frustration among those waiting patiently! So for some constructive feedback - ... Put a note on the free water machine in waiting area explaining where to get a cup or if no cups for patients then remove it altogether ... When the vending machines are out of order add a note to say where nearest alternative is ... Move triage room entrances so don't back onto the waiting area - less queries and people trying to push in so quicker processing ... If names are called and the patient isnt in the waiting area move onto next patient and then try again after, one doctor spent 20 minutes coming in and out calling a patient who wasn't there rather than treating patients!!

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Response from Whipps Cross University Hospital

Our Urgent Care Centre at Whipps Cross is run by PELC. We have shared your feedback with PELC and they have asked us to respond with the following:

Thank you for taking time to share your feedback with us and for the valid points you have raised here.

We will ensure this is shared with the team at the Urgent Care Centre so we can act on suggestions where possible and also to record for future learning.

Best wishes

Partnership of East London Cooperatives Ltd (PELC)

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