"Where are the doctors????"

Dear Parent/Guardian of patient

Thank you so much for providing your feedback regarding your recent experience with DHU Healthcare CIC and in particular the Loughborough Urgent Treatment Centre especially as your child was poorly.

I am the Patient Experience and Involvement Lead for DHU Healthcare, and I am sorry that you had a poor experience and that your expectations of the service and at this site were not met on this occasion.

We would like to look into the concerns that you have raised either informally as feedback or formally as a complaint in order to better understand and learn how we can do better in the future and I would be grateful if you could contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net.

The team will then be able to take more details from you so that they can look in to why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion.

In the meantime, I will share your comments/feedback with our team at the Loughborough Urgent Treatment Centre.

I do hope that your child has now received the care and treatment that they needed and is starting to feel better.

Best wishes

Judith Brown

Patient Experience and Involvement Lead (DHU Healthcare CIC)