Woking Walk In Centre
Woking Community Hospital, Heathside Road, Woking, Surrey, GU22 7HSContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled NHS at its best
Rated 5 stars out of 5
by Anonymous - Posted on 15 October 2024
I was so impressed with the service being joined up, and not the usual fractured system we are used to. Many thanks to an outstanding senior nurse, Tracey.
Visited October 2024
Review titled Woking Walk In Centre
Replied on 17 October 2024
Hello, Thank you for such a lovely review and for taking the time out to provide this. Feedback is so important to us, as this is where we can understand what we are doing right, and equally, what we are doing wrong. This then gives us the opportunity to learn and improve the service for patients. I will be sure to pass this feedback onto Tracey. Thanks again, Tina Willis – NWS Walk in Centres Service Manager
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Review titled Sick daughter turned away
Rated 1 star out of 5
by Anonymous - Posted on 19 September 2024
My husband arrived at the clinic on Friday having travelled 40 minutes with our daughter who had a severely swollen knee. They were turned away with the reason given that the clinic had ‘reached capacity’. Subsequent investigations showed our daughter has a fractured knee and torn ligaments. It is a very poor reflection on the NHS that an injured 9 year old who arrived well within opening hours was turned away. If the clinic was at capacity this should have been shown on the website or more staff called in in order to meet its published commitment.
Visited September 2024
Review titled Woking Walk In Centre
Replied on 23 September 2024
Hello, Thank you for providing feedback from your recent visit to the Woking Walk in Centre. I am very sorry to hear of your husband & daughters experience. Our opening and closing hours are 08:00am - 20:00pm, however, there are times when the department reaches capacity before 20:00pm, due to high attendances from patients. This is also noted on our CSH website. When this happens, patients are informed by the receptionist, that they may not receive treatment, giving patients the option to return the following day. The majority of patients that arrive after we are at capacity choose to be booked in and then streamed (brief assessment). The nurse will then stream the patient, and if deemed safe to wait will be asked in most cases, to return to us the following day. However, if the patient requires further medical attention the same day, they will either: 1) Be treated by the WiC. 2) Asked to call 111. 3) Attend the Urgent Treatment Centre. 4) Make a GP appointment. In cases of an emergency, the WiC will continue to provide treatment until such time further support has arrived, such as an ambulance. If I could kindly ask you to contact our Patient Experience team via email with more information, I can then investigate what happened when your daughter arrived and whether there is any learning on our behalf which would benefit future attendances, when the department is at capacity. Please accept my apologies and I hope that your daughter is on the mend. I look forward to hearing from you. Please email: Csh.patientexperience@nhs.net Kind Regards, Tina Willis, Service Manager for NWS Walk in Centre's
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Review titled Disappointed-Opening Times
Rated 4 stars out of 5
by Theresa - Posted on 14 September 2024
Disappointed in fact furious that despite your website opening hours advertised (8am-8pm), on arrival at about 4.55pm my 70 year old mother was turned away. She was told no more patients were being seen.. only for a family entering after my mother being welcomed in…you need to adjust your website or have sufficient notices that explain this methodology and perhaps consider asking the reason for a 70year olds visit prior to turning them away?
Visited September 2024
Review titled Woking Walk In Centre
Replied on 09 October 2024
Dear Theresa, Thank you for providing feedback from your recent visit to the Woking Walk in Centre. I am very sorry to hear of your experience and would like to explore this a little further. Our opening and closing hours are indeed 08:00am - 20:00pm, however, there are times when the department reaches capacity before 20:00pm, due to high attendances from patients. This is also noted on our CSH website. When this happens, patients are informed by the receptionist, that they may not receive treatment, giving patients the option to return the following day. The majority of patients that arrive after we are at capacity choose to be booked in and then streamed (brief assessment). The nurse will then stream the patient, and if deemed safe to wait will be asked, in most cases, to return to us the following day. However, if the patient requires further medical attention the same day, they will either: 1) Be treated by the WiC. 2) Asked to call 111. 3) Attend the Urgent Treatment Centre. 4) Make a GP appointment. In cases of an emergency, the WiC will continue to provide treatment until such time, further support has arrived, such as an ambulance. As mentioned earlier, I would like to look into your mother's attendance a little more, to ensure that your mother was safe to leave and what advice was provided. If I could kindly ask you to contact our Patient Experience team via email with more information, I can then investigate what happened and whether there is any learning on our behalf which would benefit future attendances when the department is at capacity. Please accept my apologies and I hope that your mother is feeling better. I look forward to hearing from you. Please email: Csh.patientexperience@nhs.net Kind Regards, Tina Willis, Service Manager for NWS Walk in Centre's
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Review titled Excellent practice
Rated 5 stars out of 5
by Trevor - Posted on 25 August 2024
Attended Woking Walk-in on Sunday morning 25/08/24: Well organised. Seen quickly. Superb staff. Excellent service. Highly recommend.
Visited August 2024
Review titled Woking Walk In Centre
Replied on 27 August 2024
Dear Trevor, Thank you for taking the time to provide some feedback in relation to your recent visit to the Woking Walk in Centre. As an organisation and a department, we rely on feedback from our patients, as this supports us in identifying what is working well and what is not! I'm pleased to read your experience was a positive one and do hope that you are well on the mend. Thankyou. Tina Willis - Service Manager for NWS Walk in Centres
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Review titled 6 Hours and Counting
Rated 1 star out of 5
by Anonymous - Posted on 23 June 2024
While the staff are friendly and the waiting room is clean, we’ve been waiting over 6 hours to be seen. Staff keep coming out to say they are understaffed but all that does is explain the problem. Why are services here so poor?
Visited June 2024
Review titled Woking Walk In Centre
Replied on 24 June 2024
Hello, Thank you for taking the time to provide your feedback. Please accept my apologies for the delay you experienced yesterday while waiting to be seen. A 6 hour plus waiting time is very unusual for Woking and we are currently looking into the events of yesterday, to determine the contributing factors. Kind Regards, Tina Willis - Service Manager
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Review titled Neutral
Rated 3 stars out of 5
by Hungry Man - Posted on 21 June 2024
Not seen anyone yet. 111 made it sound like an appointment not arrival time so not made proper arrangements for my dog or my lunch. No food here. When people are waiting 3 hours over the aftenoon why you would not provide snack machine is just really painful and inconsiderate. Please try to think about customer service.
Visited June 2024
Review titled Woking Walk In Centre
Replied on 24 June 2024
Dear Hungry Man, Thank you for taking the time to provide some feedback about your recent experience to Woking Walk in Centre. Please accept my apologies for any delay you experienced while waiting. The department was exceptionally busy. We do have a canteen within the community hospital, which is open to visitors to the hospital. They serve hot/cold drinks, along with a variety of snacks, sandwiches and hot food. I will ensure there is correct signage for our waiting patients, and my apologies that you were not aware of this. Thank you again for your feed back, as this has highlighted a need for better signage to the canteen. Kind regards, Tina Willis - Service Manager
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Review titled Appalling service
Rated 1 star out of 5
by Anonymous - Posted on 14 April 2024
I was left out of my wits in my recent visit to the walk-in center. After having waited for 4.5 hrs, I was told to go a hospital’s UTC without being referred to the x-ray department, even though there was an x-ray unit at the walk-in. Worst thing was the nurse who was seeing me wasn’t given a login by her boss to be able to do anything — her boss very unprofessional and spoke so loud that I could hear everything from the nearby room. When I later got referred for an x-ray at the A&E after waiting for 6 hrs, the x-ray department expressed shock to know that the walk-in center didn’t help when it was such a straightforward case. I’d never ever visit the walk-in center after having the worst experience.
Visited April 2024
Woking Walk In Centre has not yet replied.
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Review titled A wonderful experience.
Rated 5 stars out of 5
by Nick Hammond - Posted on 27 March 2024
I went to the walk-in centre primarily to have a tetanus jab following an accident and deep cut to my hand when on holiday. I arrived to a very busy waiting room and thought it would be a very long wait. However, after about 40 minutes I was admitted and saw a fabulous nurse. I was given the jab and was about to leave, when she asked if she could have a look at the bandage on my hand. I had not planned to speak about that, as I had instructions from the doctor who stitched my hand when I was abroad. She took one look and suggested that there was an infection spreading down my arm and that I needed to go on antibiotics urgently. The situation has improved with my hand healing slowly, but well. However, if I had not gone in, it's quite possible that I would have needed to go to hospital and onto a drip. The story could've been quite different....I cannot thank the team, and the nurse in particular, enough.
Visited March 2024
Review titled Woking Walk In Centre
Replied on 04 April 2024
Hi Nick Hammond, I am very pleased to read that you are recovering from your recent visit to the Woking Walk in Centre. Thank you for taking the time to provide feedback about your recent experience within our department. Please be assured that all feedback is important to us, and this will be shared with our team. Thank you. With Kind regards Tina Willis - NWS Walk in Centre's Service Manager
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Review titled Thoughtful care by committed staff
Rated 4 stars out of 5
by Anonymous - Posted on 04 April 2024
I attended on Easter Saturday when the wait times were enormous. I have very reduced mobility at the moment and cannot sit in a chair without my leg raised. When I was told it would be a 4h wait I was very worried about comfort (and damage to my back/hamstring) by having to wait in the waiting room chairs, even with a chair in front to elevate my leg. The staff found an alternative place for me to wait- this made such a huge difference and I am so grateful to them for doing this. It made such a huge difference and I wanted to thank them for their care and for their hard work on such a busy day.
Visited March 2024
Review titled Woking Walk In Centre
Replied on 04 April 2024
Hello, Thank you for taking the time to pass on your experience of your recent visit to the Woking Walk in Centre. We really appreciate all feedback, and share this with our team as it's important to review and improve on patients experiences, where applicable. I hope that you are feeling much better after your visit. Kind Regards Tina Willis - NWS WiC Service Manager
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Review titled Incorrect information given
Rated 1 star out of 5
by Anonymous - Posted on 08 October 2023
Wait time was twice as long as advised Asked how wait time was calculated was told it’s not exactly but it doubled ! Reason for extra wait time was told being seen by doctor ,seen by nurse as No Dr’s on site. Nurse told my wife could not come into room due to size of room ,amble room in room with spare chair! Wanted my wife to support . A complete waste of time ,unprofessional service experienced today. A&E would have been a more suitable option Appeared understaffed
Visited October 2023
Woking Walk In Centre has not yet replied.
Information supplied by Central Surrey Health