Derby Urgent Treatment Centre
Entrance C, Derby Urgent Treatment Centre, Osmaston Road, Derby, Derbyshire, DE1 2GDContact details and opening times
Patient ratings and reviews
Leave a review
Help others by sharing your thoughts and experiences about Derby Urgent Treatment Centre.
Reviews
-
Review titled Waited 2 hours before assessment then told no appointments
Rated 2 stars out of 5
by Anonymous - Posted on 10 December 2024
Struggling with asthma and a chest infection, predictably no GP appointment available so attended Derby Urgent Treatment centre just after 2pm. Walk in, so had to use the online pad to register, and go through a 111 online style assessment of my symptoms. Not once was I informed of wait time or lack of availability of appointment to be seen. Waiting room busy, but not full. People being called through slowly. Mixture of booked appointments and walk ins so naturally as expected prebooked appointments took priority. Fast forward 2 hours, called to see assessment nurse told no appointments at just after 4pm and patients being sent away to return later. I however could not be offered an appointment. I questioned why I and the other walk in patients after me, hadn't been informed there were no available appointments at that time apparently they're "not allowed to do that" I went in wheezing and coughing but certainly not unwell enough to attend A&E but couldn't see the point in undergoing an assessment if nothing would come of it, ie an examination and a prescription. This place needs a drastic overhaul. Staff are milling about seeing 2-3 patients per hour. One clinician sat doing nothing for an hour. The etriage is all well and good but it should not be relied upon to promote patient safety in the waiting room, as its possible for people to be very unwell and have no symptoms. Plus it's relying on patients to provide an accurate assessment of their symptoms, which some people struggle to do. 17 years this place has been open and the philosophy hasn't changed. To have no appointments available at 4.30pm yet still be accepting patients walking in through the door is unsafe and misleading. To have patients waiting (some tiny babies) for over 2 hours without a clinician even assessing them, is unsafe. This could be an excellent centre with some proactive forward thinking staff. Unfortunately it's stuck in a rut.
Visited December 2024
Review titled Derby Urgent Treatment Centre
Replied on 10 December 2024
Dear patient, Thank you so much for taking the time and for providing your honest feedback which is appreciated regarding your recent experience when attending and using the Derby Urgent Treatment Centre (8am-8pm) service. I am the Patient Involvement and Experience Manager for DHU Healthcare and as the new provider of this service from the 1st July 2024 our ethos across all our services is that we always endeavor to provide a high level of quality, safe, professional, timely and compassionate care so I am both disappointed and sorry to hear that your experience with us was not positive on this occasion specifically in relation to accessing the service including problems with the e-triage booking in system, lack of communication and patient safety. We would encourage you to contact us directly via 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 regarding your experience to allow us to investigate your concerns in more detail to better understand and learn how we can improve and do better in the future. The team will then be able to take more details from you so that they can investigate your concerns further and feedback and as I say can help us to better understand and aid us in learning how we can improve and do better to stop anyone else having both a poor and frustrating experience in the future as you have clearly had on this occasion. I do hope that you have now accessed and received the care and treatment you required and are starting to feel better and I wish you well for the future. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
-
Review titled Not what it once was
Rated 1 star out of 5
by Anonymous - Posted on 12 November 2024
I resorted to the urgent treatment centre as my general practice has been consistently unable to give me an appointment and the next available genitourinary clinic appointment is over a month away. I suffer from a chronic condition which has flare-ups, causing considerable pain and discomfort, but which can be eased with the right medication. The urgent treatment centre has helped in the past, but today the triage nurse was very rude, telling me simply "We can't do anything for you, please leave." I understand the job is challenging, but a little more compassion wouldn't go amiss.
Visited November 2024
Derby Urgent Treatment Centre has not yet replied.
-
Review titled Above and beyond
Rated 5 stars out of 5
by Yvonne Witton - Posted on 04 November 2024
Absolutely fantastic treatment the nurse practitioner I saw went above and beyond to treat me even working over her time to ensure I didn't go to a&e and to be treated at Sau can't thank her enough. All the staff there were pleasant and friendly so it's a big thank you for the care I recieved.
Visited October 2024
Derby Urgent Treatment Centre has not yet replied.
-
Review titled Helpful Practise
Rated 5 stars out of 5
by Anonymous - Posted on 14 July 2024
Never used a walk in b4, found the staff pleasant, friendly and professional. Gave me plenty advice to assist with my recovery.
Visited July 2024
Review titled Derby Urgent Treatment Centre
Replied on 17 July 2024
Dear patient, Thank you for taking the time to provide this positive feedback about our Derby Urgent Treatment Centre (8am-8pm) service. I am pleased to hear that given this was your first experience of using the service that it was a good one particularly in relation to staff attitude, advice and treatment provided. As the new provider of this service from the 1st July 2024 our ethos across all of our services is that we always endeavor to provide a high level of quality, safe, professional, timely and compassionate care and are always encouraged when patients and their families take the time to let us know how we did. I will share your comments with the Team. I trust you are now on the road to recovery, and I wish you all the best for the future. Best wishes, Judith Brown Patient Involvement and Experience Manager (DHU Health Care CIC)
-
Review titled Accessible
Rated 5 stars out of 5
by Glenis Clarke - Posted on 03 June 2024
Twice in a week I have tried to get GP appointment at 8am without success. Drove to Urgent Care Centre immediately and seen by a Nurse Practitioner within 10 minutes. What would we do without this service
Visited June 2024
Review titled Derby Urgent Treatment Centre
Replied on 11 June 2024
Hi Glenis, thank you for taking the time to review us. Glad to hear you've had a good experience at DUTC!
-
Review titled Upsetting visit
Rated 2 stars out of 5
by Anonymous - Posted on 03 May 2024
Left the centre feeling a bit shocked of how I was spoken to. I understand the businesses and that people do have to be seen in order of priority that is why when I went at 5pm I understood being turned away and told to come the next morning as they close at 8. However I have had this issue for a while and when I said to the practitioner I’ve just been too busy to fix this issue (again I understand that is my fault) I was given a unprofessional response. I am a uni student who’s scheduled is 9-5 Monday to Friday and I also work 25 sometimes 30 hours a week just so I can pay my bills so my health has taken a lesser priority to me not that I haven’t attempted I have tried to get gp appointments but they just can’t fit me in. So in response I got told that my problem was that I am not taking authority over my life and for that reason they can’t do anything about it today. I just found it a bit shocking that in the medical field someone could make such a blunt judgment of me and say it in such a rude manner without knowing anything about me. I just think there were nicer ways of saying this as if situations were different that comment could really upset someone.
Visited May 2024
Derby Urgent Treatment Centre has not yet replied.
-
Review titled Awful experience
Rated 1 star out of 5
by Anonymous - Posted on 05 March 2024
Couldn’t get an appointment at the GP so last minute went to the walk-in centre filled out form sat down then got seen by Dr to be told that my condition has been going on for too long for them to do anything about which makes no sense at all, because what am I supposed to do? Just live With an affection that good losing a limb or only get worse. I’m disgusted with the attitude of the staff that work here. At this point there’s nowhere else to turn to
Visited March 2024
Derby Urgent Treatment Centre has not yet replied.
-
Review titled Poor nurse experience
Rated 4 stars out of 5
by Anonymous - Posted on 01 March 2024
I came in with anxiety attacks and pains in my arms I was worried about. I noticeably anxious however the triage nurse (didn’t get her name) lacked any sympathy or visible care the symptoms. Another woman did complain to reception on the day about a similar issue with the same nurse. I felt rushed and almost uncared for when I was sent back into the waiting room. It was like she couldn’t get me out her room quick enough. Not impressed.
Visited March 2024
Derby Urgent Treatment Centre has not yet replied.
-
Review titled Really Thankful
Rated 5 stars out of 5
by Bernadette - Posted on 13 January 2024
I attended in the early hours of the morning. Kindness and great care were given to me, along with much needed medicine. So grateful for this service and a big 'Thank You' to those who work within it.
Visited January 2024
Review titled Derby Urgent Treatment Centre
Replied on 18 January 2024
Hi Bernadette, Thank you for taking the time to leave us such a lovely review. I'm really pleased to hear you had such a positive experience when you attended and that the team were able to help. I will be sure to pass this message on to the wider team. Thanks again, Livia - DUTC Management Team
-
Review titled Rude
Rated 1 star out of 5
by Anonymous - Posted on 05 January 2024
I went in at 19:00 there closing time is 20:00 I’ve been told wait for doctor then doctor call me in she I can’t check you now coz we going home in 1 hour you have to come back tomorrow
Visited January 2024
Review titled Derby Urgent Treatment Centre
Replied on 09 January 2024
Hello there, Thanks for taking time to leave us some feedback. I am sorry to hear of your experiences. Patients may be redirected from our service for a number of reasons - this may be that we aren't the most appropriate service for your requirements for example; you may be able to purchase treatments you need over the counter at your local pharmacy, your attendance may be in relation to a long term condition that would be better placed being managed by your own GP as we are a UTC and are not able to request tests for chronic conditions or your presenting condition is very urgent which requires specialist assessment at a hospital Emergency Department. When our waiting times are higher and there is pressure on the service, we will always prioritise care for those most medically unwell with urgent conditions meaning that routine issues may have to wait longer to be seen or may be directed to a quicker route of care. We will never redirect patients without completing an initial triage assessment to ensure that they are clinically safe. I am unable to locate your attendance due to your choice to remain anonymous, however if you wish to contact us on enquiriesderby@onemedicalgroup.co.uk with your specific concerns and details I would welcome the opportunity to look into this for you. Livia - DUTC Management Team