"I attended the walk-in-centre on Monday..."

About: Royal Victoria Hospital (Folkestone)

What could be improved

I attended the walk-in-centre on Monday evening (1st November) at 7:45pm but the waiting time was at least one and a half hours and I was advised that the best option was to attend at 7:00am on Tuesday, which I did. However, when I arrived at 7:00am on Tuesday, the doors were locked and I had to wait outside in the rain.

I was eventually let in but was then subjected to a lengthy "new registration process" because of "a new computer system." The receptionist had no idea how to work the "new computer system" because she was having to be instructed all the time by somebody else. She kept asking me the same questions over and over again such as my name, the nature of my complaint, etc, etc, and at 07:20am, after being kept standing at reception and being asked how to spell my surname (yet again), my religion, my next-of-kin, etc, etc, I refused to answer any more questions until after I had seen a qualified medical person regarding my condition. I even volunteered to fill in a form with all the information so they could enter it on the computure later but again after I had received medical assistance.

This was a disgraceful way to treat somebody seeking medical assistance - thankfully my condition was not serious - the staff at reception showed no consideration, they were only interested in their "new registration system" which frankly is of no interest to somebody seeking urgent medical attention, particularly at that time of day.

I hate to think what is going to happen when the walk-in-centre gets busy or somebody comes in with a serious condition, the reception staff need urgent training on their "new computer system" and how to deal with sick people - not keep them standing in a public area being subjected to a lengthy "new registration process".

Anything else?

I have attended the walk-in-centre several time before and always found them to be very helpful but on this occasion it was not a pleasant experience.

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