"Clean environment. Sanitising ..."

What I liked

Clean environment. Sanitising hand gel is used before patients enter security area.

What could be improved

When I arrived at the walk-in centre on a Sunday morning, I reported to the reception about my condition as 'fell over from skiing, torn ligament, knee injury' and asked specifically if this was the correct place for such treatment. The answer was yes and was told at the time that the waiting time was 1-2 hrs. After 2 hrs of wait, a second receptionist took over the shift and I asked again about the wait and re-confirmed that the centre would have a doctor for my condition. Meanwhile, there have been many others who arrived after me were called in to see a triage nurse prior to me. After amost 3 hrs of wait, I finally got to see a triage nurse to be told that I should have gone to A&E. The tone was patronising as if I should have known that I'd require an orthopaedic doctor for my condition. All the nurse was interested was noting if I would be going to an A&E the same day in case they called the walk-in centre.

Had this first consultation been done earlier, it would have saved my 3 hrs agonising wait. Why should the receptionists be in charge of prioritising patients if they didn't have basic knowledge of the services offered at the walk-in centre.

Knowing that I'm alone, carrying paperwork and on clutches, I have been offered no assistance by the nurse after consultation when I left the security area, which required pushing a green door release button and opening the door at the same time. Overall, a rather disappointing experience in comparison to my recent treatment at a hospital (an equivalent NHS type) in Italy after my skiing accident last week.

Anything else?

The receptionists should be better informed if they were supposed to prioritise consultation. Better still, a list of illnesses/ injuries and capabilities of medial staff available could have been posted on the window so that patients could determine for themselves if the walk-in centre was a right place for their treatment. I would expect a better patient care in particular with those who have mobility difficulties.

Story from NHS Choices

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