"cold, heartless staff, think theyr above us..."

About: City Hospital (Birmingham)

What I liked

routine pregnancy apt, but due to an error i was not meant to have an apt that day. my preg is high risk and staff were not cooperating with their colleague to pass info across and i was made to feel like i was to blame having to walk back n forth in my heavily pregnant condition, i was firstly seen late and then rudeley spoken to that i dont have an apt, then file was not passed over and on top of that everytime i come i see someone diffrnt and never met my consultant obstrn. til this day! apparently the prob i raise will be monitord but because new consultant i see everytime nobody ever mentions probs and when i do i get a sarcastic remark 'well uv been preg before u shud know' and 'ur havin twins wht do u expect' ridiculous as first tym im havn twins and every preg is difrnt!!!!

eventually got an apology but having had a follow up appt staff i complained about were aware and i felt they were deliberatly rude and sarcastic and really do not feel reassured with the standard of care i will be receiving!

What could be improved

If staff speak politely, kindly and are considerate there would not be any complaints!!!!! staff instead like to show arrogance and this higher ranking positions of themselves just because our care and lives are in their hands!!!!!

They need to emphasise to all staff to be nice and polite, no sarcasm or rudeness, and if a complaint arises that staff member should be humiliated as he/she humiliates their patient!... ok that is extreme but there is no need to treat people horribly even awkward patiest that have difficulty behaving well - there are ways proper ways to control them, so why cant your staff treat everyone kindly?

Anything else?

overall not just maternity the whole hospital apart from treatment centre has a cold feeling and u never feel reassured, and never treated with politeness... duno who you've asking for comments cos nobody i have spoken to has a positive comment to make!The person on reception is a role model of how a good and helpful member of staff should be!

Story from NHS Choices

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Responses

Response from City Hospital

I was very disappointed to see this feedback, as it suggests that our staff are not living up to our Customer Care Promises, which cover many of the issues to which your refer. My apologies for this. If you would like to email me on johnadler@nhs.net I will be able to do some further follow up to your concerns. John Adler, Chief Executive

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