"Failure to provide service within the opening..."

Anything else?

I have attended on a previous occasion on a Sunday and was very satisfied with the service. However I attended at 7.20pm on Friday 27 September and was told that the last appointment was at 7.30 despite the closing time being advertised as 8pm (both on the internet and at the unit). However the nurse in charge (without enquiring as to the severity of my injury) said they already had 3 patients whose records had yet to be processed and she wouldn't be able to see me since she would be unable to complete her paperwork before she closed the unit at 8pm. I received no advice as to where else I could receive help. My attendance was not recorded and therefore will not show up on any statistics regarding the unit's performance. It had taken me some 20 minutes to travel to the hospital and I had a bleeding leg wound - I was not impressed! Paperwork v patient care? I am an enthusiastic supporter of the NHS and local services but my experience If the paperwork is so important then the unit should be closed to the public in sufficient time for that task to be completed.

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Response from Frankley Health Centre

Thank you for taking the time to contact us. I am sorry to hear of your experience during your first visit to the Minor Injuries Unit. However, I and am so pleased to hear that when you attended on Saturday you felt your experience was good. Please can I assure you that your feedback is valuable and if you would like to discuss this further, please contact our Patient Relations Team on telephone number: 01905 681517 or email: pals@hacw.nhs.uk as they will be pleased to speak to you.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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