"Atrocious Antenatal Clinic Appointments Phone..."

About: St Mary's Hospital (London)

I have been trying now for four days to move my scan appointment I will have in a month by a day. First call I placed at 16:00 on the 9th of September (department closes at 17:00) started promising and the voice announced I was "first in the queue". One HOUR and 15 minutes later I was still the first in the queue and the (probably only) person that works there had gone home, leaving me on the line without having the decency to tell me.

New attempt on the 11th (today) at around 15:20 had me 10 minutes as Number 1 on the queue and then just hung up. Ok I thought, 10 minutes, I just try again but at 15:30 I started off as third in the queue...to be Number 1 again after 5 minutes! Only to be hung up again on 25 minutes later!

Who is working there? And are they or he/she having a laugh?

I am just trying to get through but will now ask my midwife to give me a direct department number. Disappointed!

Story from NHS Choices

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Responses

Response from St Mary's Hospital

Imperial College Healthcare NHS Trust is very concerned to read your posting on NHS Choices and would like to apologise for the issues you have experienced trying to reorganise an antenatal appointment at St Mary's hospital.

Your comments have been passed onto senior managers for maternity services across the Trust and they would like the opportunity to investigate your complaint.

Please contact Patient Advice and Liaison Service (PALS) on pals@imperial.nhs.uk to discuss this further.

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