"The worst experience ever"

About: BPAS Richmond CC/Clinic

I was booked in for 8am and was told to be there promptly and to call if I was going to be late. Arrived 8am sharp and was told to wait in a waiting room. Waited for 1.45hr and most people who came in after me were called in ahead of me. Went back to the reception to ask only to be told that the wait is not 'uncommon' and it doesn't matter if I show up first because the nurses will decide among themselves who they will see first. It was after 10am that I was eventually called in to see a nurse. Was then told that because they needed to give me medication to prepare for my surgury 3 hours in advance, and that the staff 'will be away for lunch' between 1pm-2pm, I probably wouldn't have my operation until after 2pm. So why did they ask me to go in at 8am and not to be late if they couldn't see my right away? The nurse gave me medication to basically induce labour, which means I started to get bad cramps very soon after. I was then told to go and wait in a very hot and poorly ventilated waiting room, packed with other women who were also waiting for their treaments (meanwhile, the front reception where all the nurses and receptionists hung out were very comfortably air-conditioned!). Noting about the room remotely give you any comfort; it was stifling hot, the chairs were extremely uncomfortable. I had to wait in there for 3 hours, and by then I was beyond starving and thirstry, becaue I couldn't eat anything since the night before and couldn't drunk anything since 8am that morning. Not to mention I was in extreme, excruciating labour-like pain. Not once did any nurses came to check on me or offer me any painkillers. The only person who came and talked to me asked me if it would be ok for them to collect the foetus afterwards for medical research, which I found extremely disturbing. When another nurse finally came to get me to go up for my operation, I was in so much pain that I was crying. They 'completely' ignored my condition, they was 'extremely' rude and blunt and just told me to get changed, offered no help. When I asked if they could give me some painkillers, they bluntly told me I wasn't allowed to drink any water so I couldn't take the tablets. I then asked if they could at least give me a hot water bottle, in which they replied 'we don't have hot water bottles'. Was also told that because the staff were still at their 'lunch break', I would probably have to wait another 30mins. Thankfully another nurse, and the only nurse I would give credit for at this hell of a clinic, showed up and immediately helped me. They got me a pillow and brought my partner up to comfort me. They were the only competent staff in that joke of a place and I should have asked for their name but I forgot. The operation was fine but throughout the entire experience all the staff were rude, offered not a hint of comfort nor emotional support, downright slow and incompetent and lack any kind of common sense. I would never recommend this place even to my worst enemy!

Story from NHS Choices

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Response from BPAS Richmond CC/Clinic

I am very sorry for how you are feeling.

I can assure you that we do take feedback very seriously and so your comments will be sent to the clinic manager in order for her to investigate.

If you would be comfortable to speak with me about your experience privately, please do not hesitate to contact me by phone, 0845 365 5050 or email at clientservices@bpas.org.

Kind regards, Pam Field.

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