Community Services - University Hospitals of Morecambe Bay NHS Foundation Trust 2022-11-25 Person 2 5 0

Review for Morecambe Urgent Treatment centre - From entering the reception the member of staff was relatively rude in her tone of voice and not completely understanding of my request. The members of staff on reception were loudly complaining about work related incidents/procedures when there were patients in the waiting area. She then proceeded to ask personal information from across the room after the registration to the department had taken place. The desk is very high in the reception area which means that members of staff can not see patients that are waiting in the waiting area when sat down (or see children at all!!), I felt this was a barrier to communication but also would prevent the staff from seeing whether a patient had deteriorated whilst in their care. The doctor we saw was more friendly in his tone and did acknowledge my suggestions however did not take any observations when the attendance was concerning a head injury nor was we provided with any post attendance information for signs to watch out for in terms of deterioration.