"Unfriendly, delayed and rushed."

About: Lister Hospital

What I liked

Midwife was friendly

What could be improved

Unfriendly receptionist at antenatal clinic; very long delay to scheduled appointment; no updates given regarding apppointment delays; no apology for appointment delays; rushed booking-in appointment

Anything else?

I attended for my booking-in appointment at the antenatal clinic in January 2011. Bearing in mind this was my first experience of attending the Lister, I was shocked by the unfriendly and abrupt nature of the receptionist. My appointment was also delayed by over an hour with no explaination or apology offered. Once I actually saw the midwife, she was very friendly but I felt rushed and did not have the opportunity to ask any of the questions I had intended. It very much felt like I was on a conveyer belt, simply being moved along the process. I am now seriously considering choosing another hospital for my labour as my first impressions of the Lister have left me less than confident that it values its patients or the experience it offers to them.AppointmentsConsiderateMidwifeReception staff

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Responses

Response from Lister Hospital

We're very sorry to hear that your experience of the Lister's antenatal clinic was not a good one. If the behaviour of the receptionist was as you described, then this is clearly not acceptable. And while the reasons for delays in hospitals can often be valid, the very least that can be done is that the situation is explained to those left waiting. Keeping people informed is part and parcel of providing a good service.

We'll make sure that your feedback reaches the team so that the appropriate actions can be taken. In the meantime, we hope that you do decide to stick with the Lister service, but will respect the decision that you come to in the end.

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