"Waited for 3 hours and didn't receive care"

About: Teddington Memorial Hospital Hrch

We visited the walk-in centre today for abdominal pain that has been going on for a week. We waited for 3 hours in total and didn't get seen by a doctor. The receptionist tried to be helpful, but it was obvious they could not really help. In the end they told us, 'either start the process over, or leave'.

We've arrived at 11:50, registered and were told that the queue is 1.5 hours. Waited outside for 1 hour, waited inside for 20 mins, and then got called for an assessment. Got assessed, were told to wait to be called to be seen by a doctor. Waited for 1.5 more hours, and asked receptionists what was going on. They've checked (took about 15 minutes) and told us that we didn't show up for an assesment. I said that we did. They said - talk to the nurses. I've talked to the head hurse, waited for 10 mins, nothing happened. Then returned to the receptionish, and they said - either start everything again, or leave.

I do know that we were unlucky and 90% of patients got probaby seen within 2 hours. However the total inability of receptionists to do anything is really worrying. And it's frustrating to wait for 3 hours only to be told you need to start again....

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Response from Teddington Memorial Hospital Hrch

I am was sorry to read of your dissatisfaction and your experience of the service provided by our Walk-in Centre. We would like the opportunity to look into this further so I would ask that you please contact our Patient Advice Liaison Service (PALS) on freephone 0800 953 0363, or via confidential email at pals.hrch@nhs.net

In the meantime I have shared your feedback with colleagues from the Walk-in Centre so they may look into the concerns you raise.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful