"Was a little shocked"

About: Wexham Park Hospital

Today I visited the Maternity Triage because I noticed reduced movements of my baby. I've already gone in because of this in the past and I am having an overall complicated pregnancy, so I was already quite on edge, and today's care did not reassure me or have me feeling any better. On previous occasions, I was very happy with the care given. Today, however, I was a little shocked. The senior nurse was nowhere to be found and I could hear that the other nurses/midwives had no idea where this nurse was all day long, and had never turned up at the triage. I was seen fairly quickly at first, and had a CTG done. The room I was put in was clean overall, but the blue paper roll on the bed wasn't changed after whoever was in there before me, and especially on such a hot day, I really think that is unacceptable. The midwives took their time to come around and do what needed done, instead I could hear them chatting and gossiping between one another, whilst I was waiting to be put on the monitor, worried and beside myself due to the reason I was there. My observations weren't done and only after I had mentioned it, they finally did it. I had given them the urine sample which was requested, later I was asked if I had even done one. They asked me how many weeks I am, and not even 5 minutes after I answered, the same midwife asked me the exact same question, even though they had just written it down and it was right in front of them. I had to keep repeating myself to the two midwives over and over again. At one point I really felt like I shouldn't even have gone in. When I only had to wait to be seen by the doctor, things were fine and the doctor was very helpful and reassuring, they talked with me in detail about what is going on, so no problems there. But I was genuinely shocked by the midwives on duty on this day. This is the first time I've had such an experience at the triage, so its not the department itself, it was today's staff. They were unorganised and all over the place, and they honestly weren't busy because there was only one other patient apart from me. They were busy, however, chatting and gossiping, and didn't exactly hide it either as I heard it all. If I had to decide on whether or not I would recommend this service, based on today's experience, then I would not recommend it to friends and family.

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Response from Wexham Park Hospital

Dear Kinga

Thank you for taking the time to leave your feedback.

I'm really sorry for your experience.

I've passed your comments onto the Deputy Head of Midwifery who has already asked for the Matron to contact you directly.

I hope you will be able to discuss your experience in more detail and we can learn from what has happened.

I'm sorry we have let you down

Kind Regards

Claire Marshall

Head of Patient Experience

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