"The reception staff were polite."

What I liked

The reception staff were polite.

What could be improved

Having tried and failed to get a GP appointment, I went to the walk-in centre on a Monday afternoon. I was sat waiting for well over an hour and a half, during which time only five people were seen by a triage nurse. Other staff wandered around, chatting and doing paperwork but not seeing patients. I asked the reception staff how much longer I was likely to wait for the triage nurse and was told that it could be up to another two hours. I simply couldn't wait that long, as I had to get back to work. I understand the need for triage, but in every hospital I have ever worked in (both at walk-in centres and A&E), triage took place within 30 minutes of a patient arriving: three and a half hours is simply unacceptable.

Anything else?

The reception area was cold, uncomfortable and not overly clean.

Story from NHS Choices

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