"visit to Urgent Care centre"

About: Burnley General Hospital

I recently visited the urgent care centre at Burnley General hospital. When I contacted the centre to see if my case was appropriate I was met with a warm and friendly receptionist who got advice from a clinician on duty. When I arrived, my initial impression was that this part of the hospital looks old and in need of modernisation. During my clinical examination by the Doctor on duty, I was asked to enter a bay with about 4 beds in it, separated by curtains(!!!) The blue roll on the bed had to be changed as it had been used for the previous patient and there was a used swab on the floor. My main concern was that throughout my examination patients in the bays could hear all of the information I was giving to the doctor and then when the doctor discussed my case with the senior doctor, again the whole ward area heard everything. In this case, my privacy and dignity was not upheld. However, clinically my problem was treated and I believe the care I received was to a good standard but the cleanliness, general appearance and issue of privacy and dignity need to be addressed to bring this service in line with other services elsewhere. I hope this critical but constructive feedback is of use.

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Response from Burnley General Hospital

Thank you for sharing your feedback with us, we will pass your comments on to the team. Which I am sure they will really appreciate. We always strive to deliver safe, personal & effective care. If you would like to discuss your concerns with us further please contact our Customer Relations team on 01254 733700 or complaints@elht.nhs.uk who can advise you of your options in raising these concerns.

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