Patient experience at Slough Urgent Care Centre

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Summary of report content

Healthwatch Slough decided to visit Priors Close Urgent Care Centre after receiving negative feedback about the service it offered. They visited Priors Close Urgent Care Centre in November 2024, talking to patients and distributing a survey for completion. In total they spoke to 30 patients and received 12 completed surveys.

Patient feedback on accessing the urgent care centre was generally good, with suggestions for improvement, including outdated street signage still directing patients to the closed walk-in centre. 

The walk-in waiting room and reception area were crowded during the visit. This setup was especially challenging for wheelchair users. In contrast, the waiting room for booked appointments was quieter, with shorter wait times. 

Despite these issues, 100% of patients who saw a GP were satisfied with their care. Patients reported that physically accessing the site was difficult. 

Some had been told that parking was free, and others struggled to walk from the paid car parks. There were some accessibility issues identified including improvements needed to signage in the exterior and interior of the building and the need for improved communication with patients who do not speak English.

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General details

Local Healthwatch
Healthwatch Slough
Publication date
Date evidence capture began
Date evidence capture finished
Key themes
Access to services
Accessibility and reasonable adjustments
Booking appointments
Building, Decor and Facilities, including health and safety
Communication with patients; treatment explanation; verbal advice
Parking and transport
Service organisation, delivery, change and closure
Waiting times- punctuality and queuing on arrival
Written information, guidance and publicity

Methodology and approach

Was the work undertaken in partnership with another organisation?
No
Primary research method used
Observation (eg Enter and View)
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced?
N/A

Details of health and care services included in the report

Details of health and care services included in the report
Urgent primary care, including Urgent Treatment Centres, walk-in care, out of hours GP services, minor injury and treatment centres

Details of people who shared their views

Number of people who shared their views
12
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