"Poor communication in general"

About: North Middlesex Hospital

The new maternity centre at North Middlesex appears nice and modern but the customer service and organisation of North Mid Administration is terrible and communication is even worse. On the 29th July, I spoke to a lady at the antenatal clinic or maternity ward (I have forgotten which as I have been trying to call ever number known to man just to get through to someone) as it was my 28th week and I had not received any communication from anyone after informing the Rosa team near Bruce grove station that I had changed address at 24 weeks. The response that i got was a tut then 'oh here we go again' from her and began speaking to me as if I had some hearing impairment (most rude). I had to keep calling the numbers on the maternity notes in order to find when and where my next appointment was only to find that the rude lady I spoke to gave me the wrong address, I turned to the address she provided me with only to find that it was the wrong address despite calling to confirm that was indeed the right place. Tired and fed of being sent all over North London I then proceeded to cry in the clinic as they could not treat me. Administration/reception at North Mid hospital seem confused and make continual mistakes right in front of you which is not reassuring. I moved houses once and so far I have been told I am to report to the midwife team which is 10mins away walking was not the nearest and moved me to the Rose team which was 3 times further away. All in all I have been referred to the Lavender, Lilac, Rose, Sunflower, and Poppy team. Im just waiting to be referred to the Tulip and Daisy and I would have covered all of them! Useful tip - pregnant woman like consistency and moving them from one mid wife team to another for no clear reason is none too reassuring. As other reviewers have mentioned, it is impossible to get through to anyone on the phone, which can be incredibly frustrating if you need to change an appointment or find out any additional information. Im now 32 weeks due now and am strongly looking into changing Hospitals, at this moment in time I would not recommend North Mid Hospital or maternity ward to my worst enemy. It seems as though their entire process or system in terms of administration needs review. In saying that when I am treated I haven't had any real troubles when I am actually treated, just the process and customer service.

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Response from North Middlesex Hospital

Thank you so much for your detailed experience of our administration system. I am the interim head of maternity services manager, alisonoldfield@nhs.net and would like you to contact me so that I can give you an appointment date. All your comments will be shared with my team with the aim of improving the service for users.

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