"Disorganised"

About: Trafford Walk in Centre

I attended the new urgent care and combined walk in centre today. It was shambolic. I was initially sent through to triage for the urgent care unit by the receptionist. However the triage nurse advised that I should really be a walk in centre case and that this was staffed by GPs who would be able to arrange a scan. 3 hours later I saw a nurse who said all they could do was prescribe pain killers until I could get a GP appointment at my GP surgery. There are no facilities to arrange a scan etc. The whole reason I as there was because I couldn't get a GP appointment for a week. Totally pointless to have me attend and waste 4hours, and to leave still in pain and with no treatment or investigation planned.

I will not return to this unit again, it is of no benefit, they couldn't even get me an urgent appointment at my own GP surgery.

If I had been advised that they would not be able to organise any investigations at 2pm when I was seen by triage I would not have wasted my time sitting around in a room full of people coughing and spluttering.

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Responses

Response from Trafford General Hospital

Thank you for your feedback. We are sorry to learn that your experience was not as positive as we would have hoped when you visited Trafford Urgent Care Centre. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

The Urgent Care Centre Manager explains that the Urgent Care Centre and Trafford Walk In Centre are now working out of one department and sharing a waiting room. Patients are seen by the appropriate service in order of priority following triage, adhering to NHS guidelines. Whilst the Walk in Centre cannot undertake scans it does have the capacity to book GP appointments. It would appear from your comments that there has been a less than satisfactory assessment of your needs on the occasion of your visit. The Centre Manager would welcome the opportunity to investigate your comments further to understand what occurred during your visit and would be grateful if you could contact the Patient Advice and Liaison Service on the contact number below to explain the events in more detail.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, please do contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team.

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