"Staff were rude and lacked empathy"

I was referred to EPU after seeing my GP who advised that they suspected I was experiencing either a miscarriage or a stomach bug due to severe cramping and other symptoms. I had also had a miscarriage in the past which I made myseld and my partner really scared and anxious, as any parent in my position would be. My GP had told me to phone EPU if they hadn’t phoned me within the hour I should phone them to arrange for a time to attend a scan. I did this and the person on the phone was very clearly not listening to what I was saying, it seemed to be a hassle for them to even be speaking to me. I was made to feel like my genuine worries and concerns about my cramping was a complete inconvience.

I can tell you, even if it was an inconvience to be taking the call, a little empathy and understanding for mothers and partners who are scared and have probably experienced loss before goes a long long way. I came off the phone feeling helpless and like I wasn’t being listened to and was not confident at all in the assessment or even feeling reassured. They even asked why I would even take a pregnancy test? Sorry, but what?

I was eventually offered a scan for a few days later after again expressing I was referred by GP and they suspected miscarriage. I ended up attending a private scan on the day I originally called as we were worried sick, I don’t mind doing this I get the NHS has its own policies etc. I attended the scan for the NHS a few days later, we waited 30 minutes to even be seen at all whilst they were sat at the nursing station talking. I got into the scan room and I had handed over my notes which they looked confused by, I mentioned I had been for a private scan and said what had happened to lead me to this appointment and again I was shot down before I could finish my sentence or get on the table for the ultrasound. I was told it was just a bug that would have caused the cramping, and me being there at all was questioned  because I went for a private scan.  They said that they don’t even why people bother with buying private scans, and suggested that it's just the done thing. I mean the private scan gave me a lot more reassurance than the EPU ever did.

We were made to feel like we were an inconvience for attending due to cramping, apologies but with a previous loss I wouldn’t take a chance. I have never experienced anything like it within Maternity Care. Sorry, I don’t like writing bad opinions on here because it's the NHS however this needed to be addressed for future mums coming to access this care.

We have mums who have experienced loss, some more loss than others. People coming to EPU are often scared, tired and probably expecting the worst. A little smile, taking time with the person and reassuring them goes an extremely long way to making their experience better.