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Messy and neglected, staff don’t care

Story from nhs.uk

"Messy and neglected, staff don’t care"

The waiting area was full of litter - bits of crisps, half drunk bottles of fizzy drink etc.

The porters and staff who register you don’t care - they don’t smile or explain where you’re going or what they’re doing. When you’re stressed a simple smile really helps!

One boy had pains so bad he couldn’t stand and wasn’t even offered a wheelchair - he had to walk all the way through the corridors to be seen by a doctor.

Overall it felt like we were an inconvenience.

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Responses

Response from Ucc at Hillingdon Hospital 5 years ago
Ucc at Hillingdon Hospital

Submitted on 27/07/2018 at 13:15
Published on nhs.uk at 14:06

Thank you for your feedback.

We are very sorry to hear of the poor experience you had within the Urgent Care Centre. Our aim is to provide an effective service for all our patients and I apologise in this instance we have not achieved this.

Thank you for taking the time to share your experience with us, it is always valuable to hear where we can improve. I would like to assure you that we take patient satisfaction very seriously and your feedback has been shared with the service manager and the staff for reflection and consideration for future learning and service improvement.

If you would like to discuss your concerns further please contact the Service Manager via: Jenny.walker2@nhs.net

With thanks

Senior Management team.

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