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offhand and uncommunicative staff

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"offhand and uncommunicative staff"

The different clinics are colour coded- nice idea but the text invitation doesn't say which one to go. So much for that.

The receptionist couldn't have been more offhand and uncommunicative- grumpy and unfriendly. I immediately felt unwelcome.

A smile doesn't cost anything does it? Come on cheer up!

The patient questionnaire asked for lots of details (eg. GP info- like are the results going to be sent to them?)- without being clear about why it was needed. I received a text while waiting for my turn confirming my appointment (weird but I note from other feedback here that's what they do!).

The nurse was really unclear about the (anal) swab procedure and there was nothing in the toilet to help (unless you happen to be female). It wouldn't take much to put up a poster?

A health concern I raised was just ignored so now I'm really not sure what to do. It was like- we'll do all the tests on you and that's what we do. There was no, oh okay maybe we need to get someone to have a look or even, you need to make an appointment to see a doctor/nurse here at another time.

You have to walk through the waiting room to get to the toilet carrying your swab bag- kind of awkward.

The treatment room was drab and down at heel- dirty walls, space where a mirror was once (but no longer- just screw holes and marks), cold and the door opened directly onto the waiting room (maybe put the patient chair away from the door?)

The only good thing about this place is that you can actually get an appointment.

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Responses

Response from Mortimer Market Centre 6 years ago
Mortimer Market Centre

Submitted on 21/11/2017 at 17:45
Published on nhs.uk at 18:31

I’m very sorry about your poor experience with us. All our staff should be welcoming and helpful.

I can see why you have commented; your point about dignity is well-made and I apologise (we will address this).

Staff should be able to explain all that’s required and helpfully answer questions about what will happen next. I will be using your feedback from this experience for staff training.

I will make sure the information materials in the toilets is reviewed so it includes the right information, including information about swabs.

Clinical areas are cleaned every day, inspected and regularly rated by our infection prevention and control team. Though I will look into the ‘dirty walls’ you mention. If you’re happy to talk about this more, please can you contact me on 020 3317 5467? If I am not available, please leave your contact details and I will call you back.

We are commissioned to provide sexual health services (testing and STI care) and contraception, so for other health concerns, people do need to see their GP or another service instead. If you are able to contact me, I can give further advice on this.

Thank you for your feedback and I will make sure we look at all the points you have raised.

We always have a manager or charge nurse in the building during clinic hours so if you visit us in the future, please ask to speak to them if you have any concerns.

Elizabeth Nelson-Smith

Interim Service Manager, Mortimer Market Centre

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