"The consultants in the antenatal ..."

About: St Thomas' Hospital (London)

(as a relative),

What I liked

The consultants in the antenatal unit were extremely professional yet kind and considerate. The news was not what my daughter would have wanted to hear but we left feeling confident in the decision that had been made. My daughter felt that she was given every opportunity to ask questions end express her feelings and concerns without feeling any pressure to rush or conclude the consultation before she was ready. Thank you.

What could be improved

The sense of feeling valued and cared for by the doctor and consultant was in sharp contrast to the complete lack of care or even civility shown by the people on the reception desk in the antenatal department. Both on arrival and departure the women concerned put their hands out for my daughters notes and gave directions. No one smiled, said 'good morning', 'how may I help you' or anything that showed basic social skills let alone patient care or customer service.

Story from NHS Choices

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Responses

Response from St Thomas' Hospital

What a shame that good handling of a sensitive situation should be let down. We do understand how important the attitude of reception staff is and are working with them to improve things. Please accept our apologies.

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