"Daughter born at St Thomas last ..."

About: St Thomas' Hospital (London)

(as a relative),

What I liked

Daughter born at St Thomas last year.

Birth Centre was world-class. Excellent dedicated midwives. Clear commitment to involving patients and partners in decisions.

As partner's case became more complicated, moved to obstetric wing. Again: great care though Obs team were clearly pushed to limits [but coping].

What could be improved

Post-nat care was very disappointing.

Ward was noisy and not clean.

Auxiliary staff were dismissive of patients and hard to find. Response to bedside alarm was to arrive, switch it off and try to walk off again - rather than to ask what was needed.

Catering staff particularly rude and careless - no reason for this.

Midwives were there but overstretched. No doctors at all except for baby exam.

Anything else?

St T is a great hospital.

Birth Centre has great reputation and deservedly so.

Non-clinical aspects of post-natal care were poor. The simple 'hotel services' - food, cleaning, response to questions - were appalling.

Clinical staff and patients benefit from improved 'hotel services'. Managers and non-clinical staff need to do better.

Story from NHS Choices

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Response from St Thomas' Hospital

We're pleased that you had such a good experience in our Birth Centre. However, the kinds of things you describe in post-natal care are not acceptable and will be followed up with relevant managers. We're sorry that this marred what would otherwise have been a happy stay.

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