"disappointed"

About: Southmead Hospital

i was admitted to be induced at approx. 5pm on a Sunday evening. We were told visiting hours were 10am-8pm so even though i had my own room my partner had to leave before id even been given the medication to start the induction process. I was not checked on once throughtout the night and was expected to contct my partner myself when i was taken to delivery as visiting hours were not due for another hour. Subsequently my partner missed the birth. I asked the midwives to ring him as i could not but they left it on my shoulders in get in touch with him even though i was due to give birth and in considerable pain. i will add the midwives that delivered my little girl were amazing! My aftercare was good except for one nursing lady who made me feel very uncomfortable whilst i was having difficulty breast feeding and often took my newborn away from me to feed her. The medical side of my care was very good and i was well informed of what was going on at all times with me and my baby however i feel the general people skills of some of the staff disappointing plus i believe if someone had rang my partner for me rather than expecting a lady in established labour to do it he would not have missed the birth... i am intending to write a letter of complaint to the hospital about this

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Responses

Response from Southmead Hospital

Dear Anonymous – thank you for your comments about your recent experience at Southmead Hospital. I was very concerned to read that your care appeared to lack any of the normal understanding and empathy demonstrated by Maternity services staff. I regret that the communication was so poor, and you felt let down by some staff. It is also inexcusable that you were made to feel uncomfortable when trying to breast-feed your baby and I am sorry that the people skills you witnessed were poor. The Trust is implementing an iCARE initiative, which is designed to ensure all staff recognise the effect their interaction can have and learn to understand how patients perception can be affected by their attitude and actions. I was pleased that the midwives who delivered your baby were so supportive and that your medical care was good. It is regrettable that a few negative staff have adversely affected your special experience. Your comments have been fedback to the staff concerned so they can reflect on and appreciate the impact their actions have had. Kind Regards – Steve Sykes Advice and Complaints Team

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