"Antenatal admin needs to improve"

About: Croydon University Hospital

My appointments were always on time and the technicians and consultants have both been to a good standard. My concern is with the admin staff. I have experienced really long queues, been told I may not see a consultant because I "forgot" my green notes. There are also two desks where some staff are obviously swamped and others are just standing around either chatting or "not trained" in antenatal. There are some serious efficiency problems in this department with admin.

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Response from Croydon University Hospital

Thank you for taking the time to provide us with feedback about your visit to our antenatal service. We are sorry to hear that you were disappointed with your experience with our admin staff, this was unfortunate and we will be reflecting on this with the team. Women carry their “green” notes with them, as recommended by NICE to ensure they are involved in their care. We do ask mothers to bring these notes to their appointments, so the clinician can refer to relevant notes from previous visits. In the unit, we operate two stations on the front desk as we have a variety of busy services running through the department. One desk is for antenatal patients to book into and the other one for gynaecology patients. When it is very busy woman may experience a delay with checking in and we are looking at ways to improve this. We are pleased to hear that your appointments are on time and the technicians and consultants have both been to a good standard. We will be sharing your comments with the team to ensure we continue to make improvements in the service we provide for mothers. Our Patient Advice and Liaison Service (PALS) provides advice and support if you have a query or concern. It is free and confidential. You can call 020 8401 3210 or email to TalkToUs@croydonhealth.nhs.uk

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