"Rude admin staff in Maternity unit"

About: North Middlesex Hospital

I went in to Maternity unit after endlessly trying to call and no one answering the phone. I met a very nice midwife who showed me round and then took me to reception to fill a referral form which I then handed directly to the staff in in the office. They said they would call me that week to book in a time for a scan. A week later I received a letter with a date for a scan but they had forgotten to fill out the time. When I called to find out the time the person on the phone couldn't find me on the system and made me repeat my name, address and date of birth 5 times before telling me I would need to fill in the referral form online again! I told them that was ridiculous as I had a letter. They then looked again and eventually found my details. when I couldn't understand the time they were saying they got annoyed with me saying I had taken up too much of their time already.. even though they had spent over 10 minutes trying to find me on the system. Somehow I ended up getting blamed for their and their departments errors. If they had written the appointment time on my initial letter then I wouldn't have been 'wasting' so much of their time in the first place! So far not impressed.

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Response from North Middlesex Hospital

Thank you for your feedback. I am the head of midwifery, g.slevin@nhs.net and will discuss in full your comments with the team. You are perfectly correct to expect an apology and the staff member should have not have spoken in this way.

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