"I had to visit King Edward as Wexham was fully..."

About: King Edward VII Hospital

I had to visit King Edward as Wexham was fully booked during the dates required for my 12 week Maternity Scan. I was greeted by a friendly receptionist but that's where the nicety ended. The lady who performed my scan I felt was very rude. We had brought my two and a half year old son as we wanted him to feel part of the process of welcoming the new baby and having been through this before we were aware that this was a short scan. Upon calling us in for the scan she turned to my husband and said you will have to take him outside if he makes any noise as we do not allow children into these screenings. I was appalled! At no point had we been told that children were not allowed and I know my son very well to know he was going to behave as he was excited to see the baby and hear the sound of the baby's heart beat which he calls a choo choo knowing that it sounds like a train. And if I had been a single mother with no one to look after my son would she have made my two and a half year old son stand outside by himself?? Needless to say my son was as good as gold through the whole process to which she commented as such afterwards. During the actual scan she mumbled a few things to herself showed us the baby and also only showed us the baby's heart beat. At no point did she let us hear the baby's heart beat which my husband and son were very keen to hear as although I will be able to at midwife appointments this is a rare opportunity for them. My husband also had to ask if everything was ok with the baby as this was also not made apparent. I then had my son ask me continually for about three days why the lady didn't let him hear the choo choo. Also during the scan we were asked if we wanted a photo (which of course we did) and were told then and there that they were £3 each and only cash was accepted. Now my husband and I do not carry much cash with us due to the ease of machines etc. Luckily between us we had £5 so were able to get one photo - this again was not made clear to us at any point during the booking. We then had to wait about 45 minutes to have my blood work taken which was performed adequately. However I spent the entire waiting time attempting to calm myself down after the horrendous scan experience of which should have been magical and very reassuring. While I appreciate the strain the NHS are under to perform services efficiently and as cost effective as possible, I do not believe that should be exchanged for rudeness and a lack of actual service. I would not recommend King Edwards for scanning facilities at all! My only hope is that services are improved so that future expectant mother's actually have an enjoyable scan.

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Response from King Edward Vii Hospital

Thank you for taking the time to leave feedback on your experience at King Edward VII Hospital. I am sorry for the length of time it has taken for me to respond to you. I am sorry that we did not meet your expectations, this is not our intention. Your comments have been shared with the ultrasound team and we endeavour to learn from patient experiences. An antenatal ultrasound examination is a complex intimate medical procedure and whilst we appreciate that this is the first time that parents can see their unborn child, the sonographer will be undertaking a full clinical review. The procedure is undertaken in subdued lighting, and requires high levels of concentration. It is for these reasons that we feel it best that children are not brought into the examination room. We must apologise if this was not made clear prior to your visit or explained to you at the time and we have asked the team to review the information given to patients to ensure this does not happen again. It is common practice to charge for the reproduction of images as keep sakes, and we believe that the price is lower than most establishments, and again the team will ensure the charge is made clear to patients before arrival. Kind Regards Claire Marshall Associate Director of Patient Experience and Public Involvement

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