"Very disappointed!!!"

About: Queen Charlotte's Hospital

This was my first midwife appointment. After several weeks of deciding which hospital to go to for the best care for myself and my baby, finally picked Queen Charlotte. In the letter it does specify that the 1st appointment may take 2-3 hours however it does not specify that 2.5 hours of this is waiting!!! Upon arriving at reception in the antenatal clinic there was no pleasant greeting it just felt like i was another number to process. None of the staff seemed to communicate well with each other at all. In fact at one point one doctor came out and was having a confrontation with the receptionist there, in front of everyone in the waiting room! Having waited 2 hours to be called to the actual appointment, it lasted 20 minutes with the midwife going through a questionnaire type thing which quite frankly could have been done over the phone or by internet! Being a first time mum i was expecting some care, advice and support on my 1st appointment but it was like they just needed to get their questionnaire done and get the next person in! Having waited 2 hours for appt with midwife i was then told i need to wait for a blood test. I waited for another hour, and by now i was so dehydrated and no water was to be seen anywhere! The nurse/midwife that carried out blood test was not friendly at all, and in fact barely spoke. I was actually quite upset with this experience to the extent that i am thinking of transferring myself to another hospital. I chose QCCH because i thought the service would be good, and i understand that their job must be demanding and very repetitive, but there is no excuse to be unfriendly. Very put off by this first trip to this hospital. Left me feeling like i was just a process to get through!

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is very concerned to read of your experience and we sincerely apologisre for the distress caused at suchan important time. Senior staff would like to speak with you to address the concerns you have reported and to ensure that you are supported and cared for during your pregnancy. We hope you will contact pur PALS team with your details to facilitate this pals@imperial.nhs.uk

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