"Quick, friendly care from doctors and nurses...."

About: The Whittington Hospital

What I liked

The nurse at the walk in clinic was very friendly, could tell that I was anxious as I was in a lot of pain from a gum infection. She kept talking to a minimum which was good for me as I didnt feel well, and she was very polite. I felt she was asking the right questions and not wasting time. The whole process was very quick.

The doctor I then saw was equally kind and efficient and really put me at ease. He gave me what i needed and tried to make me feel better as I was obviously embarassed that my face was swollen and was visibly upset. He gave the feeling of going to your local GP when he must deal with different people every day.

What could be improved

The person on reception at the urgent care centre was very surly and rude - did not say hello when i greeted them but "yeah?". It was quite obvious I was having trouble speaking as my face was extremely swolen, but they just said "I can't hear a word you are saying." They asked me to repeat things over and over again and never gave eye contact so was obviously not making any effort to hear or understand me. I'm English and don't speak particularly quietly.

It was very quiet on the ward so it was not a case of them being too busy to assist- i was the only person at the desk. I was feeling very anxious and nervous and their attitude only made me feel worse. So much so that I began to cry when i went to sit down which was very embarassing as I was on my own.

Thankfully the nurse and the doctor were so good that they put me at ease - its just a shame that the great efforts of hard working doctors and nurses can be tainted by someone on reception who looked like they couldn't be bothered to be there.

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Responses

Response from The Whittington Hospital

Thank you for your feedback regarding the Urgent Care Centre. I am very glad that nursing and medical staff were helpful and supportive. I am very sorry, however that your experience with the receptionist was not of an acceptable standard. We have fedback your experience to the reception staff manager and if you would like to discuss you concerns further please do not hesitate to contact the PALS and Complaints Department on whh-tr.whitthealthpals@nhs.net or by phone on 020 7288 5551.

Many thanks

Cassie Williams

Head of Patient Experience

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