"Unable to get seen at Conifer House"

About: City Health Care Partnership CIC / Sexual health

(as the patient),

I visted Conifer House last week about sexual health issues. I waited an hour and a half with my 2 young children. I then got to the room and was told there were no doctors. I was disgusted.

I then needed to see someone at the family planning and was told i would be waiting a minimum of 2 hours. I was appalled.

So I re-visited the clinic regarding my sexual health issues hoping for some progress. Again i was waiting 45 mins and yet again was told that there were no doctors on until 11:30. I had arrived at 9:10.

I really don't understand why the clinic is open because it is just constant waiting and no getting anywhere. I will never go to the clinic again and the people in charge really need to sort out this problem which could in effect put peoples' lives at risk including mine.

I am very worried about my issues and i came to the clinic to get myself checked and was yet again unable to gain access. In my opinion the clinic should shut if they cannot cope with the pressure.

Do you have a similar story to tell? Tell your story & make a difference ››


Response from City Health Care Partnership CIC

Thank you for taking the time to inform us of your experience at Conifer House. Our staff aim to consistently deliver a professional service to anyone who comes in and we are sorry to hear that, on this occasion, we have not met your expectations and apologise for any inconvenience and frustration this has caused.

We do aim to keep waiting times to a minimum, however, as we are primarily a walk-in service it is difficult to predict the amount of people who come into service and therefore unable to predict the waiting times. Where long waiting times are unavoidable, the reception staff aim to inform users both of the length of wait and of clinics in other locations. We have also started to write approximate waiting times on the whiteboards in the third and fourth floor waiting areas so clients know what to expect.

We do have a highly skilled workforce and service users are seen and treated by the most appropriate member of staff. Where possible, we aim to do so within the same visit. There are usually doctors on site to see patients who require medical review. We are sorry that, in your case, this was not possible and that you were not informed of the situation sooner. We are in the process of improving communication by producing information which will inform service users when there will be no doctor in the clinic. We are also in the process of recruiting additional doctors and so this situation should improve.

So that we can look deeper to your situation, we would be grateful if you could provide us with more information. Please contact Jane Wilson, Head of Service on 01482 336383 or if you would prefer, speak to our Customer Care Advisor on 01482 347627 at your earliest convenience.

We would also like you to speak to a doctor about the difficulties you have been experiencing and would like you to contact our Clinical Director on 01482 336377 and state that you are calling regarding your Patient Opinion Posting so we can offer support.

I would like to reassure you that any concerns regarding the service brought to my attention are investigated thoroughly and staff informed. Where at all possible, changes are made as a consequence.

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