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"Extreme wait times for infants and horrible…"

About: Beckenham Beacon Ucc

My baby was booked in by 111 and we were told to arrive at 1pm. On arrival I had to shout my personal details through the screen and was told the wait time was 2 hours. The streaming nurse saw us quickly but in a room with an open door which meant all details were shared with the entire waiting room, she did not give me any information and spent the time she wasn't with a patient leaning back in her chair on her phone. We were told that only one parent was allowed to be present despite the fact there were several other children in the room with multiple family members present. My husband waited in the car for 2 hours and then popped in to see if we had made any progress but was told there were still 7 patients in front of us and only 1 doctor. At this point we decided to leave because another mother in the waiting room told me she thought her child had measles and my baby was getting very distressed. My husband approached the reception desk to let them know we were leaving as I was comforting my baby, and the receptionist rudely ignored what he was saying and shouted over to me that I needed to tell him to leave as only one parent was allowed in. He'd been in the room less than 10 minutes and at no point had sat down. I politely asked her why she felt this rule only needed to be enforced now, considering there were other children with multiple adults in the room and the fact we were literally on our way out the door. She did not respond.

I understand the NHS is under phenomenal pressure but one doctor in an urgent care centre with wait times for over 3 hours for infants when 111 have sent you there is ridiculous. Perhaps you don't need the 4 reception staff we saw milling about chatting who had no useful information and just wanted to arbitrarily assert their authority? Maybe invest in another clinician?

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Responses

Response from Beckenham Beacon Ucc last month
Beckenham Beacon Ucc
Submitted on 30/06/2022 at 07:30
Published on nhs.uk at 11:32


Thank you for your feedback and please accept our sincere apologies for your experience when attending the Beckenham UTC, to enable the management team to investigate the matter and respond accordingly could you please kindly contact the Management Team on 01689 866 037. Kind Regards, Nyaradzo Nyandoro – Service Manager

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