Patient experience at the Urgent Care Centre, St Mark's
Download (PDF 1.2 MB)Summary of report content
Healthwatch Windsor, Ascot and Maidenhead wanted to understand patient experience at St Marks as they hadn't received any feedback about this service in the past 12 months. They visited St Marks Urgent Care Centre on 3 occasions in October and November 2024, talking to patients and distributing a survey for completion. In total they spoke to 52 patients and received 40 completed surveys.
Patients generally expressed high satisfaction with the service at St Marks, appreciating the quick access to care in a convenient location. However, a few patients were dissatisfied due to communication issues with their GP (2 patients) and difficulty finding parking (1 patient).
Most patients were happy with their waiting experience, highlighting the kindness of staff, comfortable seating, and prompt service. Additionally, patients were generally satisfied with the treatment and care they received from healthcare professionals.
Patient suggestions for improvement included extending opening hours and allowing more time for appointments. While the site is largely accessible, Healthwatch recommends improving the entranceway to better accommodate individuals in wheelchairs and with sight loss.