The use of Slough Walk In Centre at Upton Hospital by vulnerable people

Healthwatch Slough commissioned the Dash Charity to explore how vulnerable groups, particularly people experiencing domestic abuse who are supported by The Dash Charity, use the Slough Walk-In Centre at Upton Hospital and the potential impact if the service were to close. 

The study gathered views from 20 clients of The Dash Charity, including 11 refuge residents and 9 community-based clients, as well as three members of staff. Most participants had experienced domestic abuse within the previous year. 

Overall, participants viewed the Walk-In Centre very positively and regarded it as an essential local service. Users valued the ability to access same-day care, obtain GP appointments quickly, and receive treatment outside normal GP opening hours. Many respondents found the staff helpful and professional.

The centre was particularly important for refuge residents. Many people entering refuge accommodation lacked the identification documents needed to register with other GP practices after fleeing abusive situations. As a result, the Walk-In Centre provided a crucial route to primary care, and all refuge clients were encouraged to register there shortly after arrival. Several participants stated that it was effectively their only realistic option for accessing a GP. 

Community-based clients mainly used the Walk-In Centre when they could not get a GP appointment, needed care outside normal hours, or wanted advice about minor illnesses and injuries. Many reported using the service on behalf of their children and appreciated its central and accessible location. 

Despite the generally positive feedback, respondents highlighted several problems. Long waiting times were a common concern, particularly for walk-in patients. Many participants felt that the waiting area lacked sufficient seating and that overcrowding made waiting uncomfortable. Some also reported difficulties contacting the centre by telephone. 

Dash Charity staff emphasised that closure of the Walk-In Centre would have serious consequences for vulnerable groups. They believed it would make it harder for refuge residents to access healthcare, particularly if other GP practices were unwilling to accept temporary registrations. Staff also warned that closure could increase demand on Accident and Emergency services at Wexham Park Hospital. 

Participants overwhelmingly felt that losing the Walk-In Centre would reduce access to healthcare, especially outside normal working hours. They anticipated that more people would attend Wexham Park Hospital’s A&E department instead, leading to longer waits and greater pressure on emergency services. 

The report concludes that the Slough Walk-In Centre is a vital and well-used service, particularly for vulnerable residents. While improvements are needed to address waiting times, seating, patient information and telephone access, the evidence suggests that the service plays an important role in supporting access to primary care and reducing pressure on hospital emergency departments.