"Artesian Centre: Long wait and staff didn't care"

About: Guy's & St Thomas' NHS Foundation Trust Community Services London

(as the patient),

I am a Southwark resident, 50 with a number of disabilities. I have used FP at a clinic based on Grange Rd opposite the new stunning Artesian Centre. When I used to go in the 80's whilst my conditions from the past were not always understood, I was respected and treated with dignity. It is a very busy clinic Grange Rd yet managed without 4 reception staff but only 1 GP, & nurse, which Artesian Centre has today.

I went to reception 5 times, not be be a nuisance but to reiterate my panic anxiety agrophobia. I had to wait 1 hour and 20 minutes to be seen, with just 2 people in front of me. Fortunately, I as a 50 yr old will not need to go there .

If reception staff do not understand panic anxiety agrophobia, nor seem to care then no wonder so many people don't attend for their appointments.

I am feeling angry with this.

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Response from Healthwatch Southwark

Thank you for sharing your experience. We will pass this on to Artesian Health Centre. At the same time, we will continue to independently monitor public feedback we receive relating to this service, as well as other services in Southwark.

Background - Healthwatch Southwark is the independent consumer champion for local health and social services. Through listening to experiences, we can champion the local voice to influence the delivery and design of local care services. Contact email info@healthwatchsouthwark.co.uk

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Response from Guy's and St Thomas' NHS Foundation Trust

Dear Patient,

We are sorry to hear about your recent experience with Artesian Health Centre.

Please be aware that we are sympathetic and understanding of your circumstances, and whilst we do fast track through our clinic, we are not able to see patients at the point of arrival.

I am pleased to confirm that we do also run an appointment service, and you may find it more suitable to your needs to book your future visits by way of an appointment, which will reduce your waiting time. An appointment can be booked by calling on 020 3049 4006.

We are pleased that you choose to use our service and hope to be able to provide you with the care you need in the future.

Yours sincerely

Service Manager

Community Reproductive and Sexual Health Services.

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