"Maternity receptionists are rude and unhelpful!"

About: Queen Charlotte's Hospital

I have seen the other reviews on this site and many of them talk about the rudeness and disrespect the receptionists treat the women who call in. Clearly the responses from the administrators of this site where “apologies etc etc” are not transferring through to the staff as nothing has changed! I’m part of this new system of being treated at out-clinics and when my midwife put my file together she didn’t have all the necessary paperwork or a PC to print anything like my stickers etc. I was only aware I was missing anything when i did my first scan and they had to fill in gaps. I am now aware I’m obviously still missing notes I shall need - like a front page of phone numbers! But how very helpful of the receptionist to make out as if this is my fault – this is my first baby – no idea what my book is supposed to contain! I have just been lambasted on the phone for not carrying my notes around, something my midwife actually did not tell me so i had no idea this was necessary. She then said all the numbers i ever needed were on the front of my notes which is also not true as I’m not stupid i would see a front page of phone numbers if they were there. I realise these receptionists are obviously busy but that’s no reason to be rude to women who are calling for help. I think the receptionists need to understand they are dealing with women who are both scared, emotional and hormonal. Having ago at someone for not having everyone together is not helpful and extremely stressful. Avoid stress the midwife says... then you better avoid calling the very team who are supposed to help and support you! I chose Queen Charlotte because it is supposed to have this incredible reputation, it’s a pity its let down by a few members of staff who seem to forget they are in the medical service industry! If this is how Im going to be treated over the next 6 months, then i may consider moving hospitals!

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Responses

Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience of antenatal services at QCCH. We apologise wholeheartedly for the distress you have been caused. This is certainly not the experience we aim to provide. In November we began realigning our antenatal services. This was as a result of feedback from women regarding their dissatisfaction with seeing different midwives during their antenatal care, not getting to know and trust one midwife, and not having a named midwife to refer to if they have any concerns or queries. Our new services comprise of community based services in children’s centres for women who live in our catchment area, and hospital based midwifery antenatal clinics for women outside of our community catchment area. Doctors clinics are all held in the hospital. Since November we have had a steady roll out of these services, the final phase being the closure of a satellite hospital based clinic in Woodfield road, and the final launch of a Midwifery Group Practice at the end of March. This has meant that some of our clinics and appointments have been disorganised due to needing to change the location of so many appointments in a relatively short space of time, putting strain on our administration systems. Updated information has now been put on the Trust website and again we apologise for the poor service you have reported. If you have further problems please contact out PALS service pals@imperial.nhs.uk . It is imporatnt that you have confidence on our service and we extend our good wishes for your pregnancy.

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