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NHS WiCs are usually managed by a nurse and are available to everyone.
Please note the following conditions CANNOT be assessed in the Walk-in-Centre:
Should any of the above apply to you or if urgent, please see your GP or go to
They are staffed by specially trained nurse practitioners, staff nurses and healthca re
assistants. No do ct or s work on th is u ni t. Pa tients don’t need an appointment.
Most centres are open 365 days a year and outside office hours. The Walk-in
Centres at the NHS operates from 8:00 am to 10:00 pm, 7 days a week. The WiC is
also home to the city’s “Out Of Hours” GP service for patients requiring consultation with a GP or Nurse Practitioner outside of normal GP surgery hours and is
available from 6:30pm till midnight Monday to Friday and from 8:00 till midnight
on Saturday and Sunday.
NHS WiCs treat around three million patients a year and have proved to be a
successful complementary service to traditional GP an A&E services. Some NHS
WiCs offer access to doctors as well as nurses. However they are not designed for
treating long-term conditions or immediate ly life-threatening problems.
Remember!
• Children under the age of 2
• Children under the age of 6 with injurie s
• Chest pain
• Shortness of breath
• Head injuries with neurological symptoms
• Back, neck, shou lder, hip or rib injuries
• Chemical injuries to the ey e
A&E.
13. Liste n to a lead nurse’s story about the walk-i n centre in her community. Fill in the g aps:
The Milton Keynes Walk-in Centre
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My name’s Linda Dawson. I’m the lead nurse at the walk-in centre in Milton
Keynes. A walk-in centre is a centre open for everybody. It provides ____ ____ for
people in the community. We provide an NHS service ____ ____ minor ailments
and minor injuries. This particular walk-in centre is run by an independent company; they’re called Chilvers McCrea Healthcare. It provides easy access for everyone, really, not just people in the local area; we get a lot of overseas visitors here.
You don’t need to ______ __ ______, you just turn up. As the name suggests, it’s a
walk-in service.
The reason why someone would use a walk-in centre may be they are out of
area, they are visiting a relative, they haven’t got easy access to ____ ____ and
they know they can walk in here and we will see them. They don’t need to be registered to c ome to the walk-in centre.
We provide quite __ _____ _____ of NHS services. We are particularly a
nurse-led service, so we have _______ nurses to deal with all manner of things,
minor______, minor ______. We get lots of children coming in with ______,
colds, fevers, rashes. We do wound care, we do suturing, we do minor injuries, anybody with a sprain or a cut, even a pos sible fracture. We can see and, if necessary,
refer on.
Patients would prefer to come to us rather than going to their GP for convenience, really. We’re open much longer hours, to ten o’clock at night, and so we can
______ people before and after work. If someone was to arrive at the walk-in centre, they would expec t to find _______ atmosphere.
It’s a nurse-led service, as I’ve said. Nurses here can take time to talk to the
patients and discuss matters they may not necessarily speak to the GP about. We
have nurse _______ here, nurses that are qualified and trained to prescribe certain
________ for patients. We provide lots of other _______. We do phlebotomy, we
will do ______ checks, we will offer emergency contraception and ear syringing.
People can find out where their nearest walk-in centre is by either contacting
NHS ______ or going onlin e and doing a sea rch. Their GP services will be able to
point them in the right direction as well.
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14. Give the Russian equivalents:
1. pre-book ( v);
6. doctor’s office (n)
2. partnership (n);
7. suggest (v)
3. suitable (adj)
8. society (n)
4. breathlessness (n)
9. estimate (v)
5. disease (n)
10. accessible (adj)
1. a range of services; 2. prescriptions for medicines; 3. an appointment; 4. a
waiting room; 5. to assess and treat patients; 6. breathing difficulties; 7. to offer
access; 8. within four hours of arrival; 9. to deal with minor injuries; 11. infection
and rashes; 12. stomach upsets; 13. specially trained nurse practitioners; 14. a successful complementary service; 15. to do wound care; 16. to offer ear syringing;
17. to do phlebot om y .
15. Give the English equivalents:
1. направление к другому врачу; 2. в течение пяти рабочих дней; 3. заработанные деньги (заработок); 4. серьёзная травма; 5. порезы и ожоги; 6. вне рабочего времени; 7. оценить состояние больного; 8. позвонить 999; 9. предлагать удобный доступ к чему-либо; 10. состояние, угрожающее жизни; 11.
управлять; 12. навещать родственников; 13. обсудит вопросы (дела); 14. мед-
сестра, выписывающая рецепты.
16. Find the synonyms for th e following words in the monologue or the texts:
17. From the list below choose the necessary word to fit each blank:
1. If you condition is not …, you can expect to see a doctor within two working
hours. 2. At NHS walk-in centres you can see an experienced nurse or doctor without an …. 3. They … advice, assessment and treatment for minor … and injuries
such as cuts, …, minor infections, … and skin complaints..4. Over 150 GP-led
health centres are opening across England to make it more … for patients to visit
their GP. 5. Any patient will be able t o … an appointment or simply walk in and
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see a GP. 6. … dental treatment is also provided. Only dental work considered …
Ailments; convenient; strains; urgent; out of hours; offer; emergency; pre-book;
that cannot wa it until the next working day will be provided. 7. If a person's mental
or emotional state gets worse quickly, this can be called a mental health … or
mental health crisis.
bruises; appointment; vital.
18. Agree or disagree. U se the given expressions:
To my mind
I think (suppose, consider)
On the one hand…, on the other hand
If I’m not mistaken
1. A walk-in centre provides easy access for everyone, not just for people in the
community. 2. NHS WiCs cover everything from treatment for coughs and rashes
to open-heart surgery. 3. Most centres are open outside office hours. I think it’s
very convenient for patients. 4. They get lots of children with different medical
problems under the age of two. 5. Unfortunately nurses are very busy at WiCs and
have no time to talk to the patients and discuss matters. 6. One can find out the location of the nearest WiC very easily. 7. Some NHS WiCs offer access to doctors
as well as nurses.
19. Tell about the work of any primary care service within the NHS using the
following word com b ina ti on s:
GP: to provide a wide range of health services, examinations and treatment, vacci-
nations, prescriptions for medicines, referrals to other health services, to see a
doctor within two working days, book in advance, an appointment, to work in
group practice.
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A&E: to assess and treat patients, to call 999, loss of consciousness, breathing difficulties, severe chest pain, to operate 24 hours a day, to diagnose and treat within
four hours of arrival.
WiCs: to be a successful complementary service, to offer a range of treatment,
minor illnesses and injuries, specially trained nurse practitioners, staff nurses and
healthcare assistants, to be open 365 days a year, from 8:00 am to 10:00 pm,
around thre e million patients.
20. Read and translate t he text. Give its abstract.
Text IV. Patient Choice
A dramatic expansion of patient choice in the NHS got under way in April
2008. Surveys have constantly shown that patients want choice. The 2005 British
Attitudes survey revealed that 65% of patients said they wanted a choice of treatment, 63% wanted a choice of hospital and 53% welcomed a choice of appointment time.
Traditionally patients were told: “Go to this hospital at this appointment
time”, and it was an appointment that was suitable for the NHS, not necessarily for
the patient.
The introduction of free choice means that patients are themselves able to
choose where they are treated from any hospital that meets NHS standards. The list
includes many private hospitals as well as all NHS providers. Between them offered everything from treatment of your cataracts to open-heart surger y.
Under the move to free choice, if you or your GP decide that you need to see
a specialist, you’ll be able to choose the hospital that best suits your needs. Perhaps
you will want to go somewhere away from home but close to your family? Perhaps
good parking facilities are vital for you? Waiting list, cleanliness, reputation …
they can all be factored into your thinking. The point is that the choice is now
yours.
It may not alw ays be possible for you to choose which hospital you go. In
the case of accidents or other emergencies, for example, ambulance crews may
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have to decide for you. Also, your GP may take the view that – while not an emergency – you need to see a specialist quickly. Here the GP may have to advise you.
Finally, there are two areas of healthcare where the location in which you are
treated is not subject of free choice – mental health services and maternity. However, you are always free to talk to your GP if you feel the hospital you are being
referred to is not right for you.
21. Read the most frequent questions about hospital treatment choice and answers provided on the NHS website:
Is choice offered for all medical conditions?
- A choice of hospital is available for most medical conditions. However, if you
need to be seen quickly, for example, your doctor wants you to see a cancer
specialist or you have severe chest pain, he will send you where you will be seen
most quickly. If you need to see a mental health specialist or someone regarding
your pregna ncy, you will not be able to choose where you are seen by a specialist.
Which hospital should I choose?
- The hospitals you can choose from will depend on the type of specialist you need
to see. You might want to think about how you will get to hospital or who might
pick you up when your treatment has finished. If you are going to be in hospital for
a while, do you want to be close to family and friends? You may also want to think
about how quickly you want to be treated. Would you be willing to travel further
away if it meant that you could be treated more quickly? Alternatively, you may
have a diffe rent priority, for example, a hospital’s cleanliness or its location.
Where can I find information to help me make my choice?
- You can talk to the staff in your GP surgery, your local library or other local
support services. You may also want to talk things through with family and friends.
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Will I be treated at the same hospital where I had my first appointment?
- In choosing where to have your outpatient appointment, you will be choosing
where to receive your full treatment, if you need it. This will include your initial
outpatient appointment and any other appointments for treatment (for example,
inpatient care) or aftercare. However, if you are not happy with your chosen
hospital after your outpatient appointment, your GP can make you an appointment
at another hospital.
Will I have to pay?
- No, not as an NHS patient. All the hospitals listed provide services to NHS
patients free.
How can I book my appointment?
- You can call the appointments line. Patients referred by their GP through the
Choose and Book service will be given a ‘unique booking reference number’
(UBRN) and a patient password. You will book your appointment either in the GP
practice, using the national appointments line (0845 608 8888), or in your own
home through the HealthSpace website. If you do not have internet access, or need
more information and help before you choose your hospital and book your
appointment, you can visit your local library. The libraries have access to all the
health information thro ugh this and other websites and can prov ide you with all of
the information you n eed to make your choice.
22. Read the text and discuss the meaning of the title “Now I feel tall”. Note
information on the follow ing:
■ the current state of patient care within the NHS
■ the emotional experience of the patient
Text V. “Now I Feel Tall” - What a Patient-led NHS Feels Like
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Creating a Patient-led NHS
Creating a patient -led NHS requires changes in how the system works and
how people behave, and in a culture where everything is measured by its impact on
patients and the benefits to people’s health. Changes are beginning to happen. One
example of a hospital that has made patient-led changes in South Manchester
University Hospital, which trying to improve access for people with learning
difficulties. Following these changes, one patient said: “I ’m only small, but now I
feel tall.” However not all patients “feel tall”, and their emotional needs are not
always a high priority for the NHS. Currently, focus is on the practical physical
aspects of patient care, and there relatively little understanding to their experiences and littl e attention is paid to the expectations of patients at an emotional
level.
Defining the Emotional Experienc e of Patients
What do we mean by a patient’s emotional experience? This is about how a
patient feels about their experience of using the NHS and what they value. For example, a patient kept waiting for an appointment in an outpatient clinic may have a
good emotional experience if they feel someone care about them – that is, if
they’re given regular information why they are being kept waiting and an update
on how long they will have to wait. The same patient left to wait without any information is likely to have a negative experience because they feel abandoned and
neglected. Improving patient’s emotional experience is about treating people as we
would want to be trea ted – with dignity and respect.
(Taken from Good Practice, McCullagh and Wright, 2008)
23. Read t hrough the resear ch carried out by th e Department of Hea lth
and
underline any points that are new or surprised you:
Text IV. The Research
Patients and the public said that they tend to come into contact with the NHS
when they are at their most vulnerable and emotional, which makes their emotions,
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and particularly their negative feelings, stronge r. It was felt that the NHS did not
Language fo r reassuring a child
always meet these emotional needs. The most commonly identified negative feelings were confusion, disappointment, annoyance and frustration. The main causes
were poor communication, waiting times, patronizing staff attitudes and feeling
lost in the system. Most patient felt isolated, overwhelmed by the experience, and
treated like a number instead of an individual. Numerous people mentioned feeling
scared, afraid or anxious.
People involved in the research shared the same opinions about what a positive patient experience at an emotional level should feel like. They said patients
want to feel reassured, confident, cared for, informed, safe and relaxed. Being reassured was particularly important; they wish to feel safe and “in good hands”. Central to an ideal experience was feeling that they are important and “spe cial”.
(Taken from Good Practice, McCullagh and Wright, 2008)
Reassuring a ch il d
24. Think of situation s where a chi ld patient might need reassurance:
Example: A c hild might be scared because he/she thinks the illness is much worse
that it really is.
The followi ng expressions may be helpful (be frightened of instrum ents, give injections, be in pain/ tired/ in shock, etc.).
25. Seven-year-old Je nny has broken her wrist. She think s it is her fault because she didn’t go to bed when her parents told her. Read what the doctor
says to her. How does he reassure her?
- Jenny, you mustn’t thi nk this is your fault. I t was an accident. Lots of boys and
girls break their wrists.
You shouldn’t blame yourself.
I’m sure you didn’t m ean to do it.
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Don’t worry; it’s not your fault.
25. Look at th e two scenarios take t urns playing t he role of the doctor:
Scenario 1
Doctor: Your patient is nine years old with a chest infection. He/She seems very
upset. Find out why he/s he is so upse t a nd give rea s sur an ce.
Patient: You are a ten-year-old with a chest infection. You went to bed with your
hair wet, ignoring your mother’s advice to dry it. You are very upset and think you
are ill now as a punishment.
Scenario 2
Doctor: Your patient is eleven-year-old boy. He seems very upset. Find out why
he is so upse t and reassure him that his arm should be better in time for the match.
Patient: You are eleven-year-old boy. You were doing stunts on y our bike and you
fell off and hurt your arm. Your parents are annoyed with you because they told
you not to do stunts. You ar e worried and upset because you might not be able to
play with the school football team, where you are the highest goal scorer.
26. Look at possible phrases a doctor might use to reassur e a child. In what
context migh t these phr ases be used ? Practise saying the sentences aloud.
1. Don’t look so sad. We’re going to make you better very soon.
2. You’re not to blame for this in any way.
3. Don’t be scared. I promise this won’t hurt.
4. It will be very quick, you’ll hardly feel a thing.
27. What wou ld you say in t he following situations to reassu re the patient?
Work in pairs and take turns playing the role of the doctor and child.
1. A seven-year-old child
is very frightened after having a nose bleed during a
football match. He thinks he will bleed to death.
2. A ten-year-old child is about to ha ve an inject ion. The child is terrified of
needles.