"Unbelievable wait time and lack of patient care"

About: BPAS Streatham CC/Clinic

I am currently sitting in recovery at 17:55 in severe pain which I am told is normal (I have a high pain threshold) and they have given me 1 ibuprofen and 2 paracetamol. I got here at 8:30, must say managing staff are doing an extremely poor job of managing the appointments. The receptionist at 1 point said there were six people in front of me so I had a nap in the waiting area woke up an hour later asked how many now. The receptionist said to me " to be honest, there are 10 people in front of you now" and was told " they are going in order of who's furthest along." Had I known this and known I'd be seen in theatre at 16:30 I could have at least had breakfast ! Furious with the lack of care had to explain to staff they must understand people are going to be upset when it appears they pick and choose who they want to be seen when! Only when I started to cry the manager came out and said please just give us 1 more hour. I had already arranged childcare until six and had to then tell my mother where I was as soon as I woke up because I would not make it t pick up my child. Again baring in mind my appointment was 8:30 this morning I had made all necessary arrangement for my child. You are told all day but I'm still sat here it's now 18:10 I was not at all given the impression that I would be here after the place is supposed to close. I understand the pressure since Marie Stopes recent inspection they have had to take on extra patients, however I don't think management are coping well a lot o upset and frustration and staff are not at all empathetic. One member of staff said yo a couple "feel free to leave if you can't wait". Disgusting. Starving I about to ask if they have tea and biscuit because they haven't offered and have been in recovery almost an hour and a half - suggestion - strategy meeting amongst management and staff training to make sure they are of a supportive and sympathetic demeanour and are imforming patients of delays not just when they ask but out of courtesy. Also bpas - if it is so much pressure do telephone consultations first instead of putting poor women through this hell. It is a horrible day as it is for a woman to g through - come on sort it out! I will be making an official complaint about a particular member of staff also didn't catch the name but sure will when I get out of this hell hole. Over all experience 3/10- would not advise anyone to come here find somewhere else! Also am I supposed to have antibiotics? Because they are saying o can go now but contradicts the leaflet where are my anti bs?! :(

Story from NHS Choices

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from BPAS Streatham CC/Clinic

Thank you for taking the time to share your experience, your feedback is extremely important to us.

I am very sorry that you feel your BPAS experience was not positive and I can assure you that your comments will be shared with the clinic Manager.

I would encourage you to get in touch with me directly as we always want to know if things are not working quite as they should.

Please contact me by phone, 0845 365 5050 or by email at clientservices@bpas.org. Kind regards, Pam Field.

  • {{helpful}} of {{total()}} people think this response is helpful