"not enough doctors, waiting times appalling"

About: Burnley General Hospital

visited this urgent care centre at Burnley on 3 occasions so far this year with relatives (including children). ON each occasion the waiting time was 3 hours with often only getting to see a doctor after 3.5 or 4 hours. The adult waiting area was full this evening + the children's area was very busy, yet I was told by reception there was only one doctor to see all these people. The people of Burnley were told by this trust that moving the Burnley A&E to Blackburn would result in shorter waiting times at the new urgent care centre in Burnley, clearly this is not the case and I would not by choice advocate using this centre in an urgent situation. very poor.

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Response from Burnley General Hospital

Many thanks for your comments regarding the Urgent Care Centre at Burnley General Hospital and thank you for taking the time to do so.

We are sorry you are not satisfied with the service you have received. The standard for emergency and urgent care is that 95% of patients are seen, admitted or discharged within 4 hours so we are glad that we have met this standard each time you have used the service. Unfortunately, all emergency and urgent care services across the country have seen a sustained increase in demand resulting in many more people attending these services and requiring our care and treatment. This would appear to be confirmed by your observations of the number of people waiting to be seen.

You are right that there is 1 Doctor on duty within the GP service where patients can be seen with GP appropriate conditions.

In the Urgent Care Centre there are 3 Doctors on duty from 8am untill 12 midnight and there is consultant cover 9.00am till 5.00pm Monday to Friday.

In addition there are 2 Nurse Practitioners on duty between 8am and 11pm providing an enhanced service.

We take all patient feedback seriously and use it to improve our services. If you would like to discuss your concerns further, please contact me (Helen Ritchie) on 01254 734471 or email me on helen.ritchie@elht.nhs.uk.

Alternatively, you can contact East Lancashire Hospitals Trust Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns further.

Again, many thanks for you feedback and Best Wishes.

Helen Ritchie

Senior Patient Experience Facilitator

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