"Yet another disappointing vist"

About: Scunthorpe General Hospital

I have had nothing but disappointment with my recent visits to Scunthorpe General Hospital. I am 31 weeks pregnant and have visited the department where scans are carried out 4 times (antenatal unit?). At my first visit, my scan was performed by an extremely grumpy lady, who clearly did not want to be at work. The experience was salvaged by the lovely, friendly student nurse who was working alongside her and making the experience much more comfortable for myself and my partner. The attitude of the lady was terrible and she was extremely blunt and unfriendly. I was told (quite bluntly) that I was only 9 weeks pregnant and should go back in 3 weeks for another scan. An appointment was allocated for my 12 week scan. Unfortunately, I had to ring up the department and change my appointment from the afternoon to the morning. I asked the Receptionist whether I would receive a confirmation letter, and she just told me to change it in my diary and said that they don't send letters out. I turned up for my 12 week appointment, only to be told that I did not have an appointment until later in the afternoon, the Receptionist I had spoken to clearly had not altered my appointment and I had no letter to prove the change. The lady on reception apologised and when looking into the matter, informed me the other receptionist had changed my time on the booking sheet, but not the electronic system. At my 20 week scan I had the same lady that I had during visit 1. Once again she was very blunt with us during the scan and her attitude was appalling. I felt like my presence was inconveniencing her. Myself and my partner left the hospital feeling extremely deflated on what should have been a happy occasion. I visited my Midwife yesterday, who was concerned at how small my baby appeared and made an appointment for me to attend Scunthorpe Hospital for a scan to check everything was okay with the baby. I turned up with a full bladder, and was seen approximately 35 minutes after my scheduled appointment (a long time to wait with a full bladder!). I had not seen the lady before who performed this particular scan, but once again, the member of staff was quite unhelpful and far from friendly. After she did my scan she told me 'that's it, done'. I quizzed her about the findings of my scan as I was obviously concerned about the size of my baby and wanted to know the outcome. After a lengthy (not very helpful) discussion, I finally realised that I must go to the waiting area and someone on the ward would see me to discuss the results. I was waiting approximately half an hour, in which time the Receptionists were going home and having personal discussions in front of me (not professional) and not one person checked I was being seen to, I was ignored. A woman finally acknowledged me and said 'sorry, the lady who did your scan dumped the information on my desk and didn't tell me you were waiting'. I have found the whole experience distressing and unprofessional.

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Response from Scunthorpe General Hospital

Hi Becky, I am sorry to hear that the service you have received was less than satisfactory, we expect all patients to be communicated with in a polite and professional manner and will be reminding all staff of this. If you wish to contact us directly to discuss further please ring Heather Gallagher, matron for maternity and gynaecology via switchboard 01724 282282 or the patient advice and liaison service on 01724 240132. Thank you, Sarah Mainprize.

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