"Urgent care centre"

About: King George Hospital

My Aunty was informed to attended the urgent care centre at King George hospital by the out of hour services. We arrived at 22:00 on a Sunday night, the receptionist was extremely rude to my Aunt and without asking the reason of coming in that evening we were told to sit down and wait abruptly. At 23:30 we went to ask how long the wait is at the moment bearing in mind the notice board informing patients of the wait times is falsely advertising an hour.

Both coming from a healthcare background ourselves we understood that we will be in a queue and patients will be seen according to urgency. However when we did ask about the wait we were told that there are 2 GPs available and we just have to sit back down and wait our turn. At around 00:00 there was a change of shift and staff therefore at 00:50 I approached another receptionist who was pleasant and helpful, when I gave my aunts name it turned out that the initial receptionist had not put her name/ details onto the system, the receptionist had not asked or entered in the the appropriate questions regarding her need for attending the A&E/urgent care centre that day. Essentially we had been sitting in that waiting room for 3 hours but were not even Registered. The second receptionist then entered the correct details and put a note on the system which let the doctors know, we were then called in within 15 minutes. I won't go into detail on how the staff was unapproachable and unempathethic. All I would like to say is, if we are being put in order of urgency then what if someone did come in with a life threatening problem but due to the negligence was not entered into the system, who would be to blame?

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Responses

Response from King George Hospital

Thank you for taking the time to make us aware of your experience, I am sorry to read of your comments.

Please contact our Patient Advice and Liaison team who will be happy to look into the concerns that you have raised. PALS can be contact on 01708 435 454 or by email, PALS@bhrhospitals.nhs.uk .

Yours Sincerely

Kathryn Halford

Chief Nurse

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