"Worst nhs service centre"

The reception staff is not sympathetic to the patients and are very rude. You either have to fight or beg and plead to them to be seen by a doctor. I had several appointments that I had booked over the phone which they gave me incorrect timing for. I had booked an emergency appointment for my husband to be seen by his GP on Tuesday at 19:10pm. My husband has been doing very poorly since the past 10 days. We reached the walk in center at 19:05 only to be told by the receptionist the appointment was for 18:50 and we cannot see the doctor any more. This is ridiculousness as this is the mistake of the staff who booked the appointment and not ours. You can listen to the phone recording to verify this. This has happened to me at-least 3-4 times since I moved to Slough in April 2016. Your staff is ridiculously painful and do not care for the patients and they never accept their mistake.

Also, when I call in at 8am to book for emergency appointments, your staff does not pick up the phone. It keeps ringing and ringing and finally when they pick up the call they say to call back at 8am the next day or if I like to be seen I should walk in to be seen by a nurse. What kind of service is this?

Another reception staff of yours mislead us giving information that there is no doctor who sits at this center and everyone is seen by the nurse. Why is your staff trying to mislead their patients. They just do not care if its an emergency or the pain the patients are going through.

I have little faith that I will get any positive outcomes or the services would be altered to make it better by posting this here.

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Response from Upton Hospital


Thank you for your posting. I have been in touch with senior staff and we are sorry that you were dissatisfied with the service provided by Slough Walk In Centre. We have considered your concerns and an action plan has been drawn up. We will be reviewing staff training, including that which focuses on customer care. We are also taking steps to recruit more staff. We are also looking at ways in which we can improve the answering of telephone calls by working with Switcboard and our IT Department. We will also be considering recording all calls for training purposes. I hope that this goes some way to addressing the issues raised in your posting. If you would like to discuss this further, please do not hesitate to contact me.Alternatively, you could contact your local Healthwatch organisation for assistance. Contact details can be found on our website www.berkshirehealthcare.nhs.uk

Yours Sincerely,

Trevor Lyalle

Patient Advice & Liaison Service

Berkshire Healthcare NHS Foundation Trust

Tel: 0118 9605027 e mail: trevor.lyalle@berkshire.nhs.uk

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