About: St George's Hospital (Tooting) (London)

What I liked

Went to the walk in centre on 8th April 2012 at 7.30pm. After 2h wait we saw an efficient and friendly doctor who made a detailed and accurate assessment and we were very satisfied with her care - please thank her very much. She was great with my daughter and really made her feel better.

What could be improved

The toilet was unpleasant - no toilet roll, the disable toilet was out of order

The triage nurse was a efficient but brusque. My daughter was expected to have her rash inspected in the middle of the waiting room in front of all the other patients which did not respect her privacy. When any question was asked of her she seem to resent being asked. It wasn't clear who we were going to be seen. A notice on the wall said it was a nurse led unit but in fact we were seen by a doctor.

There confusion over what time the centre stopped seeing patients - one the website it said 9.30pm but people were turned away at 9.00. The receptionist lacked empathy - a patient arrived complaining of having coughed up blood after having a bronchoscopy at St George's earlier in the week and was asked why she hadn't come earlier - she said I only just coughed it up! She left the department very unhappy and went to the A+E department. Others arrived after 9am only to be turned away.

Overall the unit served its purpose but a few simple things could have made the patient experience a bit better.

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Response from St George's Hospital (Tooting)

Many thanks for taking the time to provide feedback on your experience at the walk-in centre. Your kind comment and feedback will be passed onto the relevant staff in order that improvements can be made. Thank you once again.

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