"amazing staff but unclean waiting area"

I found the reception staff, doctor and nurse to be really friendly and reassuring.

The only downsides were (1) the 3 hour wait as only one doctor was available to attend to the urgent care patients, telephone calls and home visits for the area and (2) the dirty waiting area which was littered with empty water cups, wrappers from the vending machine and tissues. Unfortunately one patient was sick on the waiting room floor and this area was simply wiped with a tissue, no disinfectant was used.

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Responses

Response from Milton Keynes Urgent Care Services CIC

Thank you for taking the time to share your feedback with us. All feedback is valued as it helps us to continue to improve our service.

Thank you for the positive comments about your experience with the clinical team. We will ensure that your feedback is shared with them. We apologise that at times of high demand there may be an extended wait. If you attend outside of normal surgery hours (08:00 hrs -18:30 hrs) there are usually several clinicians on duty. During these hours the Urgent Care Centre is also responsible for handling telephone calls and any necessary home visits in addition to seeing walk-in patients so there can be a delay in seeing a doctor. We apologise if this was not made clear to you during your visit.

We do have a cleaning protocol for managing spills including bodily fluids and our staff are appropriately trained with regards to this. It is disappointing to hear that on this occasion the cleaning protocol may not have been followed. We will ensure that all staff are reminded of the appropriate management of spills to ensure the correct procedure is followed in future. We aim to ensure that the waiting room is clean and inviting at all times, however when we have higher patient numbers there may be a delay before we are able to clear any litter. We do provide bins at MKUCS and encourage patients to use these.

With thanks,

MKUCS

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