Loughborough Urgent Care Centre - Ratings and reviews
Reviews
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Review titled Super quick
Rated 5 stars out of 5
by Anonymous - Posted on 27 May 2023
I bizarrely ended up here twice today: once for a child’s injury and then later myself due to an acute illness. Both times were excellent: we were seen quickly and treated / given medicine and on our way in good time. The staff were helpful. The only thing I didn’t like was the check-in machine. On my first visit, I saw an elderly couple struggling with it. On my second visit, I was asked to to it for a lady who couldn’t read. It doesn’t feel very inclusive, but the lady behind the counter was keen for people to use the machine. They are fine for those who can use them, but people need to feel able to approach the counter and be checked in the old fashioned way.
Visited May 2023
Loughborough Urgent Care Centre has not yet replied.
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Review titled No Priority given to young child
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2022
We arrived at the centre after being refereed by 111 and the local pharmacy and I explained my 3 year olds daughter symptoms to the desk and was told the wait would be 1 hour to be triaged. Finally after 2 hours she did. Having a temperature of nearly 39 and try encourage to eat not hadn’t in 5 days. Asked to sit in the car to see doctor. We did and my daughter started to become more unwell so we kept going into and asking when we would be seen. As this isn’t right. I got continued to be told of the waiting times. I explained that my daughter was 3 years old sat in a freezing car, who was getting more and more poorly. They didn’t seemed bothered. After 5 and half hours of waiting we Finially seen someone. And she was instantly placed on oxygen. And needed to be admitted. While there they told me she hadn’t got a chest infection. Ambulance was ordered and we waited 3 hours for this to come. In that time we were not seen only when I asked too as her oxygen levels were low they came in turned up and left. Ambulance came , no blood sugars were taken at Loughborough and these were 3 in the ambulance. She is now seriously Ill in hospital. While there a very drunk male who had smashed his hand got seen because he was abusive with 5 minutes. Maybe that’s how you need to be seen here? As clearly not seeing a sick child is priority to them!!
Visited December 2022
Review titled Loughborough Urgent Care Centre
Replied on 06 January 2023
Dear parent, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your recent experience with us at the Loughborough Urgent Treatment Centre especially as your daughter was poorly. I am the Patient Experience & EDI Lead and AIS Champion for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with us was not positive on this occasion specifically in relation to the waiting time including waiting in your car with your poorly daughter, triage process, prioritisation system and lack of urgency or concern of the staff. If you would like to contact us directly regarding your experience then we could investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with our Senior Management team at the Loughborough Urgent Treatment Centre. I do hope that your daughter has now received the care and treatment she required and is back at home and on the road to recovery. Best wishes, Judith Brown Patient Experience & EDI Lead and AIS Champion (DHU Healthcare CIC)
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Review titled Had to do 2 visits but great service
Rated 4 stars out of 5
by Amanda - Posted on 31 December 2022
I walked in on 30.12.2022 after being on hold to 111 for over 1 hour. I was seen in triage within half hour. Had to wait another 1.5 hours and was put on a nebuliser. No doctor available as it was 1am and the nurse couldn't prescribe due to my complex medical history. I was advised to come back the following morning at 07.45. By 09:00am I had seen the doctor and was given my medication to take home. The nurse (who wore an awesome forest jacket) was so lovely. The nurse who helped me get on the nebuliser looked so tired but was still so caring. The doctor I saw today was very explanatory. He explained the reason I had become well, and diagnosed what I needed to make me well again. Medication was on site which helped me not having to drive around looking for a pharmacy. Amazing team working in such pressured environments. Thank you for your amazing care.
Visited December 2022
Review titled Loughborough Urgent Care Centre
Replied on 05 January 2023
Dear Amanda, Thank you for taking the time to provide this positive feedback about our Loughborough Urgent Treatment Centre. I am pleased to hear that despite having to make two visits to the urgent treatment centre your experience overall was a good one and you received the necessary care, treatment and medication required. We always try our best to provide a high level of quality, safe, professional, timely and compassionate care and we are always encouraged when patients take the time to tell us how we did. I will ensure the Team is made aware of your comments and I trust you are now feeling much better and are either fully recovered or on the road to recovery and that being poorly didn’t spoil your New Year too much. Take care and best wishes, Judith Brown Patient Experience & EDI Lead and AIS Champion (DHU Healthcare CIC)
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Review titled No Priority given to young child
Rated 1 star out of 5
by Anonymous - Posted on 30 December 2022
We arrived at the centre after being refereed by 111 and the local pharmacy and I explained my 3 year olds daughter symptoms to the desk and was told the wait would be 1 hour to be triaged. Finally after 2 hours she did. Having a temperature of nearly 39 and try encourage to eat not hadn’t in 5 days. Asked to sit in the car to see doctor. We did and my daughter started to become more unwell so we kept going into and asking when we would be seen. As this isn’t right. I got continued to be told of the waiting times. I explained that my daughter was 3 years old sat in a freezing car, who was getting more and more poorly. They didn’t seemed bothered. After 5 and half hours of waiting we Finially seen someone. And she was instantly placed on oxygen. And needed to be admitted. While there they told me she hadn’t got a chest infection. Ambulance was ordered and we waited 3 hours for this to come. In that time we were not seen only when I asked too as her oxygen levels were low they came in turned up and left. Ambulance came , no blood sugars were taken at Loughborough and these were 3 in the ambulance. She is now seriously Ill in hospital. While there a very drunk male who had smashed his hand got seen because he was abusive with 5 minutes. Maybe that’s how you need to be seen here? As clearly not seeing a sick child is priority to them!!
Visited December 2022
Review titled Loughborough Urgent Care Centre
Replied on 06 January 2023
Dear parent, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your recent experience with us at the Loughborough Urgent Treatment Centre especially as your daughter was poorly. I am the Patient Experience & EDI Lead and AIS Champion for DHU Healthcare, and I am both disappointed and sorry to hear that your experience with us was not positive on this occasion specifically in relation to the waiting time including waiting in your car with your poorly daughter, triage process, prioritisation system and lack of urgency or concern of the staff. If you would like to contact us directly regarding your experience then we could investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with our Senior Management team at the Loughborough Urgent Treatment Centre. I do hope that your daughter has now received the care and treatment she required and is back at home and on the road to recovery. Best wishes, Judith Brown Patient Experience & EDI Lead and AIS Champion (DHU Healthcare CIC)
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Review titled A huge thank you
Rated 5 stars out of 5
by Anonymous - Posted on 05 December 2022
The urgent care centre was extremely busy, and it took a few hours to be seen, however I cannot thank the staff enough for their help and for getting me better. They were still very calm and caring even though they had so much happening and the difference in being able to see them which enabled me then to be better is huge - thank you again, it is really appreciated :-)
Visited December 2022
Review titled Loughborough Urgent Care Centre
Replied on 05 January 2023
Dear patient Apologies for the delay in responding. However, thank you for taking the time to provide this positive feedback about our Loughborough Urgent Treatment Centre. I am pleased to hear that despite the urgent treatment centre being extremely busy your experience was a good one. We always try our best to provide a high level of quality, safe, professional, and timely care and we are always encouraged when patients take the time to tell us how we did. I will ensure the Team is made aware of your comments and I trust you are now feeling much better and are either fully recovered or on the road to recovery. Take care and best wishes Judith Brown Patient Experience & EDI Lead and AIS Champion (DHU Healthcare CIC)
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Review titled Frustrating poor service
Rated 1 star out of 5
by Anonymous - Posted on 03 November 2022
I was the only patient in the waiting room with a temperature of 40 degrees. Both doctors were available but i still had to wait 50 minutes to be seen even though there was no body else in the waiting room. I had to hear the doctors gossip and laugh whilst i waiting there not seen
Visited November 2022
Review titled Loughborough Urgent Care Centre
Replied on 04 November 2022
Dear patient Thank you for taking the time and for providing your honest feedback regarding your recent experience with us at the Loughborough Urgent Treatment Centre which is appreciated. I am the Patient Experience, Involvement & DEI Lead for DHU Healthcare, and I am disappointed to hear that your experience with us was not positive on this occasion specifically in relation to waiting time and the behaviour of our clinical staff. If you would like to contact us directly regarding your experience then we could investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with our Senior Management team at the Loughborough Urgent Treatment Centre. I do hope that you have now received any care and treatment you required, and you are starting to feel better. Best wishes Judith Brown Patient Experience, Involvement & DEI Lead (DHU Healthcare CIC)
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Review titled Commendable Service
Rated 5 stars out of 5
by Anonymous - Posted on 03 October 2022
Having been let down by my GP and requiring urgent medical attention I attended the hospital. Despite the volume of patients there I was seen well within the time frames posted on their TV monitor. The medical staff were most courteous and pleasant and attended to my needs immediately. After triage the nurse who assessed my ailment, despite having been on duty for nearly 12 hours was polite, most caring and sympathetic. The contrast between the woeful performance of my GP practice and the service at this venue is indeed of great concern in terms of the overall performance of the NHS and the application of the resources at their disposal.
Visited October 2022
Review titled Loughborough Urgent Care Centre
Replied on 20 October 2022
Dear patient Apologies for the delay in responding. However, thank you for taking the time to provide this positive feedback about our Loughborough Urgent Treatment Centre. I am pleased to hear that your experience was a good one. We try our best to provide a high level of quality, safe, professional, and timely care and we are always encouraged when patients take the time to tell us how we did. I will ensure the Team is made aware of your comments and I trust you are now feeling much better and are either fully recovered or on the road to recovery. Take care and best wishes Judith Brown Patient Experience, Involvement & DEI Lead (DHU Healthcare CIC)
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Review titled Rude
Rated 2 stars out of 5
by Anonymous - Posted on 15 August 2022
The ladies on reception were very helpful and respectful to incoming patients. Waited to be seen by the triage nurse and when she came, the greetings were rude and the way she spoke was awful, her face showed a impatient look and was Practically shouting questions as if we didn't understand. No help at all and we left straight after that.
Visited August 2022
Review titled Loughborough Urgent Care Centre
Replied on 16 August 2022
Dear patient Thank you for taking the time and for providing your honest feedback regarding your recent experience with us at the Loughborough Urgent Treatment Centre which is appreciated. I am the Patient Experience and Involvement Lead for DHU Healthcare, and I am sorry to hear that your experience with us was not positive on this occasion specifically in relation to your treatment by our clinical staff. However, I do note your positive comments in relation to our receptionists that were present during your attendance. If you would like to contact us directly regarding your experience then we could investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with our Senior Management team at the Loughborough Urgent Treatment Centre. I do hope that you have now received any care and treatment if required albeit on this occasion not at Loughborough Urgent Treatment Centre, and you are starting to feel better. Best wishes Judith Brown Patient Experience and Involvement Lead (DHU Healthcare CIC)
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Review titled Receptionist was rude
Rated 2 stars out of 5
by Natalie - Posted on 31 July 2022
I was booked an urgent care centre appointment after falling ill the night before, 111 had phoned and booked this, I turned up on the 31st July to be greeted by a very rude receptionist, she was an oldish lady with no manners, not approachable, and just rude, she spoke to me like I was stupid, I was already feeling very anxious about being there, do not get into healthcare if you are unable to show simple compassion. For someone who also works for the NHS I would not dream of talking to someone the way this receptionist did, I realised soon enough it wasn’t just me it was everyone who came into the urgent care centre she greeted them appallingly.On the other hand the nurse practitioners and all other staff were fantastic I was seen and treated in a quick time frame and they shown no end of compassion so thank you☺️
Visited July 2022
Review titled Loughborough Urgent Care Centre
Replied on 04 August 2022
Dear Natalie Thank you for taking the time and for providing your honest feedback regarding your recent experience with us at the Loughborough Urgent Treatment Centre which is appreciated. I am the Patient Experience and Involvement Lead for DHU Healthcare, and I am sorry to hear that your experience with us was not positive on this occasion specifically in relation to your treatment by our reception staff. However, I do note your positive comments in relation to our Clinicians and other staff that were present during your attendance. If you would like to contact us directly regarding your experience then we could investigate your concerns in more detail to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can investigate why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with our Senior Management team at the Loughborough Urgent Treatment Centre. I do hope that you have now received the care and treatment that you needed, and you are starting to feel better. Best wishes Judith Brown Patient Experience and Involvement Lead (DHU Healthcare CIC)
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Review titled No update
Rated 1 star out of 5
by Anonymous - Posted on 20 July 2022
As an international student, falling Ill can be a terrifying experience. Today I came to the urgent care after having spent some time battling Covid, and couldn’t breathe. After my vitals were completed I was placed in a room and told that someone would be with me shortly. Nearly an hour later, still having a hard time breathing, no one has checked on me or at the very least communicated that a chest X-ray should be done. I understand that resources are stretched thin, however proper bedside manners and communication goes a long way to help those who, like me, may be terrified. To have to wait hours just to be told to go to another facility, is beyond fathomable.
Visited July 2022
Review titled Loughborough Urgent Care Centre
Replied on 21 July 2022
Dear patient Thank you for providing your honest feedback regarding your recent experience with us at the Loughborough Urgent Treatment Centre which is appreciated. I am the Patient Experience and Involvement Lead for DHU Healthcare, and I am sorry to hear that your experience with us was not positive on this occasion. If you would like to contact us directly regarding your experience then we could look into your concerns in order to better understand and learn how we can do better in the future then please do not hesitate to contact our Urgent and Emergency Care Clinical Governance Team on 0300 1000 407 (should you get the answerphone message then please leave your name and contact details and a member of the team will call you back within office hours – Mon-Fri, 0900-1700) or via email at dhuurgentcare.clinicalgovernance@nhs.net. The team will then be able to take more details from you so that they can look in to why this has happened, and they will investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can do better to stop anyone else having a poor experience in the future as you have clearly had on this occasion. In the meantime, I will share your comments/feedback with our team at the Loughborough Urgent Treatment Centre. I do hope that you have now received the care and treatment that you needed, and you are starting to feel better. Best wishes Judith Brown Patient Experience and Involvement Lead (DHU Healthcare CIC)