"Minor Illness, Sorted Quickly"

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

I was very much impressed by my visit to the Urgent Care centre. I had visited with a suspected chest infection, as I had only just moved to the area and despite having registered with a new GP, the practice wasn't able to give me an appointment until all my details go through (which apparently takes 5 days!)

I was seen in less than an hour, which despite it being very quiet in the centre at the time, I thought was pretty good. The doctor was friendly and patient.

My only criticisms would be the reception staff behind the counter- though doing their job as required, I wasn't comfortable with how they openly discussed patients ailments once said patient had left the area, well within earshot of everyone else, and there was clearly no attempt of some discretion. Makes me wonder if they then discussed me when I left the waiting area? Also their attitude and tone seemed very judgemental, when asking me why I hadn't made an appointment with my gp , which I understand is a fair question, but maybe could have been approached less accusingly.

Otherwise though excellent service, very good for us who can't always access GP services easily due to work commitments etc (huge problem of mine when working round the clock!).

Story from NHS Choices

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Response from Queen Elizabeth I I Hospital

Thanks for getting in touch and letting us know how impressed you were with the clinical service provided by our colleagues in the New QEII's urgent care centre - we know that they will be delighted to read your feedback.

With regard to the behaviour of the receptionists, which we have brought this to the attention of the lead nurse for the service who will take these important matters up with them.

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