"very bad"

About: West Middlesex University Hospital

What I liked

the main maternity unit receptionist

What could be improved

I attended an appointment this morning for an ultrasound scan and the sonographer's treatment of me and my husband was rude, abrupt and condescending.

The sonographer fired information at us during the scan, and when my husband asked her a question she glared at him and replied "that's what I said wasn't it?" Any attempt to ask further questions was cut off. Her manner was cold and unfriendly. During the end of the scan, she asked us whether we wanted photos and if we did there would be a charge. When my husband tried to lighten the mood by asking if there was a 2 for 1 deal, she glared at him and said no.

She then rushed through the rest of the scan, said something about a ticket and ushered us out. I didn't know what to do next and so asked the ultrasound receptionist who replied that we should do what the sonographer told us to do. My husband then asked for a feedback or complaint form and the ultrasound receptionist shrugged and said she didn't have one.

Only when we left the ultrasound department did we find anyone who treated us with politeness and courtesy. A receptionist for the main maternity unit apoligised for the behaviour of the sonography unit and gave us all the information that we needed. She told us to return to to the songraphy unit, buy a ticket if we wanted a photo and the sonographer should see us and explain what she had seen during the scan.

After we had purchased a ticket and waited in the sonography unit, the sonographer emerged from her room, looked at us and said "is your husband interested in the scan or not?" My husband was sitting in a chair, tired after his 14 hour shift. It really doesn't cost much for courtesy and respect, but that appears too much to ask for from the sonography unit.

Story from NHS Choices

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Response from West Middlesex University Hospital

Thank you for taking the time to give feedback on your recent experiences in our hospital. We appreciate all feedback and it is used to help improve the service we offer to our patients. Your comments have been passed on to the relevant senior managers for them to investigate. If you would like us to look into this matter further, our PALS (Patient Advice and Liaison Service) would be pleased to help. They can be contacted by email on pals.service@wmuh.nhs.uk or call 020 8321 6261.