"The staff responsible for the ..."

About: Queen Charlotte's Hospital

What I liked

The staff responsible for the ante natal clinic seemed to be receptive to my feedback. She even agreed with me that next tiem I could ask not to be same a specific midwife who treated me disrispectfully.

What could be improved

I am at the beginning of my first pregnancy, and chose Queen Charlotte because I thought the antenatal care was good. My booking appointment started 70 minutes late, and when I tried to ask the receptionist about the delay she was very rude. Having read other posts, I wonder why the hospital management hasn't doen anything about the receptionists' attitude, as it seems a long standing problem. My midwife was rude, recited what she was supposed to say to me as a monologue that sh ecouldn't wait to get to the end to, and I was really diappointed. She didn't established eye-contact, said "please" or "thank you" or smiled once. She also allowed twice for somebody else to enter the room without knocking on the door first. The appintment letter also said that "you may have a physical examination" but apparently this is the exception rather than the norm, so I wonder why they they mention it in a letter in a way that gives you the impression that a physical examination will be carried out. Overall, I am hugely disappointed that such a hospital may have such a reputation for fetal medical research and then certain midwives can't even go as far as establishign eye contact fo repsectign my privacy durign a consultation.

Anything else?

I have given verbal feedback to the ante natal care manager and I hope that this will be acted upon as promised, as it seems to me that many replies from the hospital to the posts on this website have been answered in a standard way which won't lead to change (and this is proved by the fact that similar issues have been reported on this website for more than three years now).

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Response from Queen Charlotte's Hospital

We are very disappointed to learn of your poor experience and the attitude of some of our staff. Your feedback will be shared with the head of nursing and midwifery so that appropriate recommendations can be made for improvement. If you would like to discuss your concerns in more detail please contact our Patient Advice and Liaison Service (PALS) on 020 3313 0088 or email pals@imperial.nhs.uk.

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