"Disappointed with service"

About: Royal Alexandra Hospital / Maternity care

(as a relative),

Following a pregnancy scan we were sent to triage to await a consultant. During this time we were only acknowledged once by a nurse who I went to find at the 3 hour mark. We are well aware that the triage is the A&E for pregnant woman however to be told this in a patronising way which did not help maters and after listening to the reception phone ringing off the hook for 3 hours things were getting ridiculous and for the nurse to say that the phone had not been ringing was shocking. The only person who took time to notice us and offer some water was the cleaning lady.

With the time we had to sit in the room waiting to our consultant it was to our horror to see the room had blood splatters on the walls and bed which I might add pictures taken will be sent to the highest levels.

All round shocked and scared that our baby will be expected to be delivered In this hospital and will be seeking advice on moving to a glasgow hospital.

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Responses

Response from Lorna Gray, Patient Experience, Public Involvement Project Manager, NHS Greater Glasgow and Clyde

I am sorry that you had such a frustrating experience following your scan, and I hope that everything is well with you and your baby.

Although there are sometimes very unexpected delays, you are right to expect that you would be kept informed of any such delays, and kept up to date with progress. So often, it is the lack of such communication which frustrates patients even more than the delays themselves. This is something that we need to work on doing better and I will certainly highlight this with this department in particular - I know that they have processes in place to keep people informed of delays and this usually works very well, however it is clear that in your case that something didn't work as it should.

I am concerned about the levels of cleanliness you observed during that time, as clearly this is one of our highest priorities. Any more information you can give me on this would be very much appreciated, my direct email is lorna.gray@ggc.scot.nhs.uk.

I understand that the experience you had has put some doubts in your mind. This Maternity Unit does receive lots of extremely positive comments from women who give birth there, however I would encourage you to talk over your concerns with your midwife as they will be able to provide some advice and support to you going forward. Equally, if there is anything else that I could help with then please get in touch on the email address above and I will do my best.

Wishing you well in the rest of your pregnancy,

Lorna

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