I recently had a highly disappointing experience at Urgent Care Eaton. My child, who is autistic (severity level 2) and suffering from a suspected broken wrist, struggles significantly with wait times and noisy environments, especially when in pain. Despite their visible distress, we waited for nearly two hours without being triaged.
When I asked the medical receptionist why others were being prioritised and how much longer the wait might be, I was told those patients were deemed more urgent. With seven years of experience as a medical receptionist and practice manager, I am well aware that triaging patients is the nurse's responsibility, not the receptionists. However, it appeared that the receptionist, not a nurse, was making these decisions, as I did not see those patients being triaged. I was also informed that your clinic does not perform X-rays while I was trying to console my distressed child. Although I already knew this, I sought assistance to either have their wrist wrapped or to receive a referral for an X-ray. Their website explicitly advises visiting your urgent care center for minor fractures and sprains, which is why I brought my child to your facility. The receptionist then suggested that we wait outside if my child was getting upset, further adding to their distress.
Throughout the encounter, I felt dismissed and inadequate as a parent. The lack of compassion and professionalism in addressing my concerns left me feeling humiliated. Ultimately, I had to leave to prevent my child from having a meltdown. The receptionist's indifferent response—stating they were open until 8pm if we decided to return—felt dismissive and unhelpful.
In contrast, we went to a medical centre, where my child was seen immediately as a new patient. Within an hour, their fracture was confirmed via X-ray at a radiology clinic. We then proceeded to the Emergency Department, where my child received compassionate care and was attended to promptly.
I find it very difficult to understand how a ward clerk can triage us without even asking what is wrong. We were simply told to sign a form and sit down, while the next three people who arrived after us were seen first. Meanwhile, my child was visibly distressed, rocking back and forth, groaning, and crying for almost two hours, without even being able to see a nurse to receive pain medication.
When you go to the ED, the triage nurse is the first point of contact and is responsible for determining the urgency of each case, as they have the medical training to do so. When we went to the ED, we were seen as Urgent Care patients, which confirms the standard process. I believe it is crucial for the initial triage to be conducted by a medically trained professional to ensure that urgent cases are identified and prioritised appropriately. My child's distress could have been alleviated much sooner if this protocol had been followed.
Staff attitude
Staff skills