Loughborough Urgent Care Centre
Hospital Way, Leicestershire, LE11 5JYContact details and opening times
Patient ratings and reviews
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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)