"at least the second occasion I ..."

About: Barnet Hospital

(as the patient),

What I liked

at least the second occasion I attended they hadn't lost my notes

What could be improved

The first appointment I had in the Wellwoman's clinic I was waiting to be seen with several other patients. A member of staff came off the maternity day ward linked to the unit and was laughing about a patient on the ward and describing to a nurse behind the desk how this patient wanted her mother. Obviously the patient was in considerable distress, but this person who worked on the ward just thought it was funny that the patient wanted her mother - I considered this to be completely inappropriate and uncompassionate and I sincerely hope I never am subject to this person's "care". At my next appointment in this clinic I waited until the end of the clinic before anyone admitted they had lost my notes and would have to send me another appointment. My appointment was 9.40am. After the first 30 minutes I asked why people who arrived after me had been called and I had not, and was told brusquely by the receptionist "we have a very busy clinic". When I pointed out that I had been waiting for 30 minutes and people who came in after me had been seen she said she would check on it. She never came back to me so after another 30 minutes I asked again and was told that my file had been lost but was found and I would be seen next. 20 minutes later they admitted they never found my file, and I had to wait another 4 weeks to be seen. At the next appointment the consultant did not seem to want to read the notes and I had to relay my medical history and results of the past two years. As I'm not the medical professional and could have easily forgotten things, I didn't think this was appropriate either. Although I previously saw a consultant at the same clinic who said I could be treated with drugs, I was not offered that option until I myself suggested it to the person I saw most recently. After spending much time and money getting to these appointments nothing has been achieved and I'm left frustrated and no wiser than what I have found off the internet.

Anything else?

Is there any training offered to these people regarding sensitivity towards patients. It is difficult enough to work up to going to the hospital, without feeling like the medical and administrative staff are not interested in providing a professional service to patients.

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Response from Barnet Hospital

As an organisation we are committed from learning from specific issues and from any mistakes we have made. Hearing about where we can do better helps us to pinpoint where exactly to make improvements to the service we provide. Your comments have been forwarded to the Matron for maternity services.

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