"What is the point of a drop in clinic if people cannot be seen without an appointment?"

About: Locala Community Partnerships CIC / Contraception and sexual health (CaSH)

(as a parent/guardian),

Within one week I attended the Beeston, Batley and Dewsbury Health Centres in an attempt to ensure my daughter received the right level of care and guidance regarding sexual health and contraception.

I looked up on the NHS Choices website where the CASH clinics were and their opening times, also whether or not they offered a drop in facility.

On arrival at Beeston we found the clinic was no longer running.

We then went on to Batley – here we found the clinic did not have a drop in facility – you had to make an appointment – this is not what it states on the NHS Choices website.

Our third visit was to Dewsbury Health Centre – we arrived at 3: 40. We were, unbelievably, told by the receptionist that it is not a drop in clinic! I pointed out that the website states it is a drop in clinic – I was not believed until I showed her on my phone. These appears to be discrepancies in the Locala and NHS Choices websites. However she thought a nurse would be able to see my daughter that day.

The last patient left the clinic at 4: 10 – we were called in at 4: 25 when we were told they could not do anything for my daughter as the clinic was closed – we would need to make an appointment.

If the clinic is to shut at 4: 00 then it should be made clear that people who wanted to be seen would need to arrive by, let’s say, 3: 00 in order to be processed in time.

I commented on the NHS and was told the clinic was not part of the NHS but Locala – that may be true for administrative purposes but the funding is from the NHS so as far as I can see they are still part of the NHS.

What is the point of a drop in clinic if people cannot be seen without an appointment? And why is the NHS Choices website so out of date? The information is completely wrong.

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Response from Louise Thornton, Customer Engagement Manager , Adults Planned and Health and Wellbeing Business Unit, Locala Community Partnerships

picture of Louise Thornton

Thank you Beyond90 for your post, we really do value all your comments.

I am really sorry and cannot apologise enough that you have had such a terrible experience trying to access one of our services. I totally agree NHS choices should have the correct details. I can assure you as I type this is being addressed however, in the past we have had problems updating the site as it is hosted externally and we are told it can take time to change, which isn't helpful.

I also have spoken personally with the lead nurse who agrees your experience was dreadful and also wishes to apologise. The team are looking at ways the service can be improved for our customers, the terminology we use and the information we display.

I would be more than happy to discuss this further with you, please contact me on 07814665526

Louise Thornton

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