"Impossible to get an appointment over the phone"

About: Queen Charlotte's Hospital

I've been trying to get an appointment with the community midwife, for two weeks! It's impossible! Every single time I call I am "4th in the queue" "7th in the queue" and after 30 minutes I give up. Today for my surprise I was 2nd in the queue, I was almost excited! After an entire hour waiting I gave up. As I've read in previous reviews it seems I will have to go to the clinic to book the appointment... And wish me luck with the receptionists! Why we cannot book the appointment at the community health clinic? It doesn't make any sense to call to the QCH antenatal clinic to book an appointment for the community midwife.

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is concerned to read of your experience of antenatal services at QCCH. We apologise for the poor service you have reported. 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 experience further problems we hope you will contact our PALS service pals@imperial.nhs.uk

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