"Poor service at the Centre for Sexual Health"

About: Manchester Royal Infirmary

(as the patient),

I was told to come to Hathersage Centre (Manchester) at 8am as the clinic operated as a walk-in clinic. I have waited for over 30mins in the queue and then was told I would get seen around 2pm. When I returned before 2pm, I had to wait for another hour to be seen. I felt the service was bad and the reception staff was not helpful.

I have wasted the whole day just to have a sexual health screen.

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Response from Manchester Royal Infirmary

Thank you for your feedback. We are sorry that your experience was not as positive as we would hope. It may be beneficial if I explain that while the Manchester Centre for Sexual Health does operate a Walk-In service we have experienced problems in seeing patients in a timely manner. In order to address this we developed an on the day appointment system. This allows patients, who we cannot see immediately, to have a time allotted to them when they will be seen.

I was sorry to learn that you had to wait an additional hour to be seen when you attended for your appointment at your allotted time. Our clinics can occasionally be very busy and appointments can overrun, which will unfortunately impact on the patients being seen over the course of the day. As a result of your experience, the management team will now be looking at ways of rewording the explanation given to patients to make it clearer for people as to how the clinic operates.

I was also sorry to learn that you found the Reception staff to be unhelpful. I can confirm that your comment will be shared with them at their next team meeting to ensure that they reflect on your experience and that they can learn from this.

If you would like to discuss this issue further with us, feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

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