"Delays at Umbrella walk in centre"

About: University Hospitals Birmingham NHS Foundation Trust

(as the patient),

I went Umbrella walk in centre and felt that I was treated with the rudeness. The amount of time you have to wait is just incredible. There is no possible way you have to wait this long for a consultation. They said I can come any day from 9 to 16.

I turned up at 11 and apparently there is nobody so I have to come back after 1, come back at 1 I am number 6 in line. By 15:30 I still haven't been seen. 2 and a half hours for 5 people!? The longest you have to wait is when someone get out until someone is called in.

I was angry and thirsty, there are no cups for the water. This long wait is just ridiculous. Someone came at 15:00 to wait and was told to come another day. Why? It was just me and another person in the waiting area. Why you say it's from 9 til 16, when it's actually 3 hours opened for people to walk in?

I wonder if the fact that they did't have a manager watching their every move meant they weren't working as hard...

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Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback about your recent attendance at the Umbrella Walk in Centre. We are very sorry to hear that you experienced considerable delays whilst attending your appointment at the Clinic. We understand how frustrating this must have been for you and your comments have been shared with the senior managers responsible for the speciality that treated you. They are keen to speak to you directly to understand more about what went wrong. If you are happy to discuss this with us directly please make contact via the Patient Advice and Liaison Service (PALS) who will be pleased to put you in touch with the relevant senior staff.

PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals-form or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham