"Scan experience very much depends on the..."

About: Stoke Mandeville Hospital

I wanted to comment on how different my experience was between the 12 week scan, and the 20 week scan. At the 12 week scan, I was seen by a trainee sonographer and her supervisor. They were just lovely. They explained everything to my husband and I really clearly, they answered our questions, and were so friendly and kind. It made a wonderful experience even more wonderful. My experience at the 20 week scan couldn't be more different. I was seen by a woman who was rude and patronising from the word go. Reading some of the previous reviews where people had a poor experience, I recognise her from their words! She started by telling me off for going to the loo beforehand. She actually told me off and told me I'd made her job more difficult now, and I really shouldn't have done that. When I tried to explain that the letter from the hospital says not to worry about having a full bladder, she interrupted me and told me she was very busy so didn't have time to talk, so would I hurry up and lie on the bed. During the scan, every time my husband or I asked a question, or responded to something she said, she told us that she was very busy and had to concentrate, so not to talk. Bear in mind she even did this after she asked me a question! At one point I was interested in understand which way my baby was lying. I asked her "can you tell me which way round my baby is?", and she really rudely told me, "well, it's inside you." She made me move around to get better pictures, which was fine, but told me to hurry up when I wasn't moving quickly enough for her. Bear in mind the bed was tilted backwards about 40 degrees, and I was having to move very subtly on my side, and I was 20 weeks pregnant... all-in-all I couldn't exactly dance about on that bed. In the end, my husband had to sort of prop me up because she was getting so irate. We were lucky we didn't want to know the gender, because when I said not to tell me, she said "well I wouldn't have told you anyway". We left our 20 week scan actually feeling a bit down. I was really upset by her attitude. She was incredibly patronising and rude. I think this one member of staff needs some training, and I'm sure you're aware of who she is, because I cannot be the first person to complain about her. I think she lets your team down, the rest of whom seem to be fantastic.

Story from NHS Choices

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Response from Anthony Banton, Patient Experience Manager, Buckinghamshire Healthcare NHS Trust

Dear responder

I am sorry to learn that the experience of your second scan fell below the standard of the experience you had during your first scan.

If you would like us to look at your concerns in more depth please contact our PALS service on pals@buckshealthcare.nhs.uk

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