"Walk in Centre at Altrincham, Trafford"

About: Central Manchester University Hospitals NHS Foundation Trust

(as the patient),

I was belittled and spoken to like a child by the receptionist. Who was rude to me in the extreme. Told I had come to the wrong place, told to look at the list on the window of what they "saw" there, refused to be able to speak to a nurse, then told to go away as I wouldn't be seen.

Teenagers in the waiting room sniggering. Eventually, they told me to go to A&E at Trafford General. I found this receptionist rude and a poor communicator.

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Response from Eve Koutidou, Patient Experience & Quality Project Officer , Patient Experience & Quality, Patient Partnership Department, Central Manchester University Hospitals NHS Foundation Trust We have made a change

Thank you for your feedback. I was very sorry to learn that your experience was not as positive as we would hope on your recent visit to the Minor Injuries Unit at Altrincham General Hospital. It is important to us that comments are heard and seen as an opportunity provided to the service to make changes and improvements wherever possible.

In response to your comment, I was very sorry that the receptionist was rude and failed to communicate effectively with you, which left you feeling belittled. Your concerns have been raised directly with the staff who support the reception to enable them to understand how your experience has let you feeling. The management team will monitor the support provided by this service to ensure that there is not a feature of ongoing care.

It is difficult to respond to all the posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

Eve Koutidou

Patient Experience & Quality Project Officer

Central Manchester University Hospitals, NHS Foundation Trust

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