Walk-in Policies & Patient Information
Escalation Policy
The Walk-in Centre also operates an Escalation Policy. This policy is implemented when our patient waiting time begins to exceed our hours left of opening; it is calculated using an algorithm based on staff numbers.
*During Escalation, the Centre may turn patients away, unless the patient is clinically vulnerable. Due to unprecedented demand for the service, Escalation is implemented frequently from mid to late afternoon and we ask that you are prepared for this.
NHS Zero Tolerance Policy
Patients threatening or using violence will not be seen by our clinicians and NHS Norfolk may make special arrangements for their future health care.
Patient Confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.
This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.
Privacy Notice
View/Download our Privacy Notice
Triage Policy
The Walk-in Centre operates a Triage Policy.
All patients must be triaged before entering the building. Triage is in place so that we can prioritise certain patients if necessary and signpost patients sooner if another service is more appropriate. It also helps us to isolate infectious disease.
During busy times a queue may form outside; please come prepared to queue outside in the prevailing conditions.
At times we may also restrict the waiting area to ‘patients-only’ to prioritise seats. Exceptions to this may include patients with a disability, mental health or a language barrier, or those accompanied by a support worker.
Please make us aware of your needs so that we can accommodate accompanying adults appropriately. We politely ask only one parent to accompany children of any age.
If you require a child under one year to be seen, please come from 9 am onwards when we will have a doctor available. Those requiring dressings should also come after 9 am.
If you are vulnerable (e.g. elderly, pregnant, disabled) and unable to queue outside, please make a member of staff aware so that we can assist.