Umbrella Whittall Street Clinic

I went for screening for STD's. The staff were very helpful and my test results were shared with me by SMS and email.

I am old enough to remember this service before it was umbrella and considering UK claim to be leading in healthcare, this is a huge decline in quality of care compared to what it was, and speed of service also declined, the whole thing is bad. The phone staff are amongst the worst I've ever dealt with and the on-site staff at smaller locations seem to leave and change the hours when they please. For people who treat this like a routine doctors appointment for regular health checks (because you should whether you have a new partner or are in a long term relationship) that for regular health-checkers there should be a better service where you can choose to pay for the testing, with trained staff that can make and stick to appointments, it's a very bad service all-round and just today I turned up for an appointment but apparently the branch now closes early, so why make the appointment and why not call to cancel, and who is paying for my lost time and fuel, its below 1* and sometimes even if something is free that doesn't make it good enough to tell people they should be grateful for it, especially when it's not what it says it is on the tin.

I cannot understand this clinic's approach. I understand it's not open to the general public (do not kno why this is the case). Yet, in order to get a verbal consultation from a nurse, you need to phone in from opening hours.

However, when you phone, the line is completely cut off. You keep phoning and phoning. The same thing happens. Then, finally it rings (for only to say "Line Busy"). So again, you phone and phone. Before you know it, it's been 90 minutes and you finally get hold of a receptionist... to only tell you there's no one to give you a call back. And now, you await this process to happen the very next day. It is the definition of insanity!

You cannot get hold of anyone and when you, you're told the place is booked and to try again tomorrow. The phone line only allows 20 callers and only when one has dropped to 19, you are able to get through. It's an actual joke.

I had to wait 2 hours just to be seen. This is unacceptable.

I've been waiting for an hour for a scheduled appointment. Problem is ongoing.

Very good, professional and efficient service.

Long wait experiences - seems to be lots of staff but no one seems to be doing anything - I have seen 15 staff coming through and only one person has been called in ?? Still waiting 25 mins after my appointment time ... think I will be here for a long time

Staff are polite however offer no help, answers to questions or advice. Very unhelpful. Always running over an hour late with no explanation no matter whether you're the first appointment of the day or not.

It was with great trepidation that I sought out help from this service. I rang the day before and was informed that I could use the drop in service but to arrive ten mins before the service commenced I arrived ten mins before the drop in service started, completed the form and then sat in an overcrowded, cramped waiting room while a member of staff dished out free condoms to those waiting (highly embarrassing) then continued to have discussions with all and sundry about these new condoms and how they might taste. An hour and a half later my name was called, I entered the consulting room to be met by 3 people. The atmosphere was very strained, I felt as though I was "on show" and being processed rather than empathised with. Various whispers going on behind the curtain and beforehand an unexpected burst in to the room by an apologetic member of staff. It couldn't have been any worse for someone who was already feeling concerned.

Staff are sensitive to needs to patients and are very approachable. The waiting room and clinic areas look very dated and tired however the service provision is very caring. Had to wait over 1 hour 50 minutes despite having an appointment for something very straight forward.