"The walk in centre knew they couldn't treat my friend"

About: Walk in Centre

(as a friend),

I attended here with my friend who was obviously in a lot of pain, enough that at times she was unable to sit or even catch her breath. Triage saw her within minutes and told her due to the circumstances of her pain (an internal medical procedure performed at the Treatment Centre 4 days previously) that she would have to be seen somewhere else, that they'd need to think about where.

For the next four and a half hours my friend paced and attempted to distract herself with her usual braveness and refusal to complain as she is fiercely loyal about the NHS saying that staff are already stretched and working under terrible pressure as the government introduces more cuts to the NHS.

When she finally saw a Dr her own faith and trust was rocked as she was spoken to like she was incompetent at expressing her own symptoms, (she is a nurse herself) she was questioned over and over again, still struggling in pain and this becoming more and more apparent. The Dr then did a physical examination causing further discomfort before saying they had no experience, knew nothing, that it wasn't their department and that they would need to send my friend somewhere else....another hour and twenty minutes passed before my friend was told to take herself to the Qmc. The note given to my friend written by the Dr who had seen her to pass on to the ward Dr at Qmc informed them falsely and incorrectly about my friends presenting condition and even questioned the information my friend had given her regarding the medical procedure she'd had earlier that week.

Waiting all that time when staff knew within minutes that they could not provide or facilitate the care my friend needed is offensive and for a Dr to doubt and question my friends own judgement of her symptoms is insulting and not acceptable.

My friend is currently waiting for corrective surgery and remains in pain.

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Responses

Response from Nottingham CityCare Partnership

Dear Aloitious

We are very sorry your friend’s experience at the Urgent Care Centre was unsatisfactory, thank you for taking the time to send us feedback.

We are working hard to refine the processes at the Urgent Care Centre to reduce waiting times and signpost people correctly as early as possible. Demand is very high for all services across the City at the moment and unfortunately this does have an impact on waiting times.

We are concerned that your friend felt the Doctor didn’t listen properly and misunderstood your friends condition, we would be keen to follow this up, would you or your friend be able to contact us directly on customercare@nottinghamcitycare.nhs.uk to discuss further?

Thank you again for your feedback.

Kate Whittaker, Head of Patient and Public Involvement.

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