"I stayed with my sister for part ..."

About: Royal Preston Hospital

(as a relative),

What I liked

I stayed with my sister for part of her labour and the midwife on the delivery suite was extremely helpful, kind and friendly.

What could be improved

I needed to collect my sister and her new baby from the Sharoe Green Unit maternity ward and found the admin staff to be very abrupt, officious and unhelpful. They made me wait outside the ward until visiting time, even though my sister was ready to leave. I wasn't allowed to bring my 2 children just to her room whilst we collected the bags etc so they had to wait unsupervised in the corridor. I understand that this a rule, but there was no reason given. Everyone used the antiseptic handwash outside the ward and then again once inside the door a few seconds later whilst the admin staff member watched. If there is a reason for doing this twice, it should be made clear. I then had to line up with the visitors whilst we gave our names which were recorded.

Again I understand the need for security but the ward is operated like a prison and it is extremely unwelcoming. This is not a great impression when the majority of visitors are in a good mood and pleased to be seeing a new baby. The staff gave the impression that visitors were just a nuisance, unwelcome and should be treated like naughty children. Sharoe Green was a great contrast with the maternity ward at Chorley hospital which still had the same security and hygiene precautions, but managed to treat visitors and patients in a courteous and friendly manner. Maybe 'customer service' training would be appropriate.

Story from NHS Choices

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