We spoke with five patients attending the walk-in centre on the day of our inspection. They told us they were happy with the service provided and with the way they had been treated by staff. Patients told us they had received clear explanations of care and treatment from staff. We saw staff treat patients and relatives with consideration and respect. Staff were proactive in their approach, for example, in offering a wheelchair to a patient who was struggling to walk.

Staff received appropriate training to enable them to provide the care and treatment that patients needed. They demonstrated the knowledge and skills needed to protect patients from possible abuse. Information about patients’ care and treatment in the walk-in centre was shared with their GP and other professionals where appropriate.

We spoke with a number of patients in the waiting area of the walk-in centre. Several people said they had used the walk-in centre on more than one occasion either for themselves or another family member. Patients were very positive about the staff they had seen. The GP was described as ‘brilliant’ by one patient and a patient who had been seen by a nurse practitioner said they were ‘very good’. Everyone we spoke with said they would recommend the walk-in centre to others. However, patients were not always given an indication of how long they would have to wait to be treated, which was a source of frustration for some patients.