"Awful service in radiology - they treat you like..."

About: Royal Free Hospital

1st bad experience for my anomaly scan at 19 weeks - summary : - no monitor in the room - no printer in the room - unfriendly and rude radiologist details: - I couldn't see the baby at all, and there were no printer in the room. OK. So at least I thought they would give me some explanation during the scan. Barely any. I felt that I wasn't supposed to ask any questions. We couldn't take pictures of the screen. So ended up leaving without information and without a photo of our baby. At the end, while the radiologist carried the maternity booklet with the paper they just printed, I looked at it and didn't understand where to look at measures (they have a code system). So I have asked for the size of my baby. They said :'it's there'. I asked: 'pls could you show me where on the paper ? ' They answered : 'I only have 2 hands'. So I left without knowing what was the size of my baby. - Apparently the baby was not well positioned so they missed checking part of its heart. They told me to take another appointment and ask for a room with a monitor and printer 2nd bad experience on a call with the radiology to book an appointment: I called to arrange another scan and asked for a room with a monitor. they passed me on a supervisor, and i just asked if I could get a room with a monitor and a printer as I have been told by their colleague. This member of staff screamed at me: 'I can't tell you, you are not supposed to ask this, but you give me 1 answer: are you here for a diagnostic or for a scan for pleasure ?!' I was choked and asked why was they were being so rude to me ?? felt completely abandoned by the system and shocked with such a poor service, lost total confidence. I told them of course I want to know how my baby was going but also have a better experience than last time !! Which is fair enough , no??? It's my first baby ! I didn't ask a difficult question !! Is there a screen or no - that was it. They asked me the question again, screaming at me, I was quite traumatised by then, went quiet because was crying. They then told me they didnt have the time to speak to me and handed the phone to a colleague. At that stage, I just couldn't bear it. I said OK for the scan, knowing that I will certainly have another bad experience again. I am now looking to change hospital. It's not just 1 person thats been rude. it's now 3 in a 2 weeks time. I am not going to give their name here but I think they should change jobs. I am shocked and desperate, I don't know who to trust anymore, I can't go private because it is too expensive, and I am not sure the treatment and service will be better in another hospital. I can't have my baby in a hospital that treat patient so badly.

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Response from Royal Free Hospital

Hi there, we're very sorry to hear that you had a bad experience at one of our hospitals. We would like to look into this further, so we would be grateful if you could email details to rf.communications@nhs.net. Many thanks in advance.

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