"A&E excellent. FInd another walk-in centre"

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

What I liked

Needed to visit A&E on the evening of June 3rd (a Sunday) to have an infection incised. Triage efficient but brusque and cold (not busy); reception was friendly and efficient and the treatment experience was excellent. The nurse-practitioner was efficient & confidence-inducing; she provided options and advice and executed the treatment. Really good experience, despite the nastiness of what had to be done.

What could be improved

Was recommended to book a dressing change at the walk-in centre - totally diffferent experience. Although it was well before the 21:30 last-entry time and there was only one other person waiting, I was being told there was no further treatment even before I arrived at the desk. When informed why I was there, I was given a time and handed a registration document to bring with me on my return to save them having to go through the registration process then and there.

Anything else?

This was the second occasion I'd had need to visit this walk-in centre, the previous occasion arriving before 21:00 and was again turned away. again despite there being a handful of people waiting and, again, even before I arrived at the desk. The impression given is of the priority being to not endanger their going-home time.

Don't really see how this can claim to be a walk-in centre and it certainly doesn't meet the level of service expected. They should speak to the A&E people to learn how to deliver service professionally and efficiently and make patients feel they matter rather than that they're an imposition.

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Responses

Response from St George's Hospital (Tooting)

Thank you for taking the time to comment on your experience at St George’s Hospital. Your kind comments and feedback will be passed on to the management team responsible for the new urgent care centre where A&E and the walk-in centre have now been combined. If you would like to receive a personal response to your concerns then please do not hesitate to contact our Patient Advice and Liaison Service (PALS): pals@stgeorges.nhs.uk or complaints and improvements department: complaints.compliments@stgeorges.nhs.uk.

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