PATIENTS have praised staff at Great Western Hospital's new Urgent Treatment Centre for going above and beyond to ensure they are treated well.

The centre saw its first visitor in July and, since then, hundreds of people have passed through the doors.

Julie Roth went there on Saturday afternoon after struggling to get an appointment with her GP or out-of-hours doctors for a chest infection and asthma.

Despite being scared of hospitals, she felt reassured by a friendly member of staff who greeted her at the front door, and the "clean and welcoming" feel of the place.

Julie added: "I champion the work the NHS does, and this is the best idea that the hospital has had.

"I had a wait of over four hours, though it didn't feel that long. I would have waited longer as I felt so unwell and I didn't mind as I knew others were more urgent than myself - and if I'd taken a turn for the worse, I was surrounded by medics who could act immediately.

"I was particularly impressed that staff were really professional, fully trained and able to give medical advice to people so they didn't need to stay and wait, which was amazing.

"They knew when to send patients to A&E - I saw a few being seen straight away and then sent straight there. If it's minor, then they give self help and send them on their way, meaning less people in the queue

"It showed me how amazing this new unit works and how everyone gets the correct care. I was triaged quickly after arrival and then when I was seen, I was thoroughly checked over and listened to.

"The staff went above and beyond to get me the best treatment, including making calls to other medics for advice."

Unfortunately, not every patient was as patient and polite as Julie, and while she waited, she saw some staff receiving verbal abuse.

She added: "I witnessed several other patients being rude and aggressive towards them.

"One was so bad that I quietly told staff that if they needed me to help as I'm a Black Belt in Taekwondo then I was there.

"I just couldn't believe what I was witnessing. They were just doing their jobs and doing everything they could to help everyone. I hope they get a security guard in the unit soon.

"The staff did respond well to diffuse one family as they were about to start physically fighting each other but there was no need. Too many people are quick to complain when there are people worse off.

"Considering all the crap the staff were taking - they were so professional and just smiled again afterwards!"

Karen Stapley felt compelled to share her experience of the centre online after attending last week with her autistic granddaughter, who was then admitted to the children's unit.

She said: "I know the GWH gets a lot of negative comments but I've got to honestly say that I've got nothing but praise.

"They all went above and beyond to keep her calm and reassure her.

"The nurses on the children's unit were amazing, patient, and understanding of her autism, which is a miracle.

"I want to say a special thanks to Mandy, who my granddaughter absolutely adored and who made our stay so much better.

"The urgent care staff were brilliant. She was over the moon when the doctor went and brought her a fidget toy."

Great Western Hospital's £15 million Urgent Treatment Centre doubled the old Clover unit's capacity to treat patients who need medical attention which is not thought to be life-threatening.

It has more clinic rooms, new plaster and ophthalmology rooms, separate waiting rooms for adults and children, modern equipment, a changing places facility for children and adults with disabilities, and a more colourful design to calm visitors.

The number of patients being seen at the previous urgent treatment site almost doubled during the pandemic from 90 patients a day to 170, so the larger facility was sorely needed.

A Great Western Hospital spokesman said: "Thanks to the incredible work from our staff in the Urgent Treatment Centre, since its opening, the new building has been a great success in supporting the people of Swindon and surrounding areas.

"The new, clean, and accessible building has made for a welcoming environment to patients, and the introduction of the clinical navigator upon arrival helps to reassure patients that they are being directed to the best possible care for their needs.

"Our thanks go to every member of the public who takes the time to leave us positive feedback. It is always shared with the relevant team and is valuable in helping us to understand areas that are working well.

"As always, it’s important that members of the public continue to contact NHS 111 in the first instance before coming to hospital, as they can direct to the best place for clinical needs, including local GP surgeries or pharmacies."