"Absolutely appauling!"

About: Hillingdon Hospital

On Feb 20, i was admitted into hospital after my waters broke and was left in a room with etonox gas for over 12 hours! In pain and begging for a delivery suite room which I was not offered due to being in "early labour" even though I was severely dehydrated and was not even offered an IV to make up for lost fluid. Was eventually given a room after being promised many times before that one would be ready for me, I had an epidural. The anaesthesiologist was the best part of my labour experience. They were kind, reassuring and just a friendly face to see after the pain I was in. My labour ended up in an emergency c section into which I was told that a ventouse delivery would work beforehand. Everything was tried and tested on me and the whole team did not work together well with decision making. The head consultant who visited me after birth was very patronising and their tone was that of someone who wanted to sweep things under the carpet. After 5 days in hospital, which was the worst nightmare, the midwives were helpful and nice at times bar the odd one or two who were extremely slow with their work, I was finally discharged. The hospital needs much work, from the bedside manner to decision making to the cleanliness of the hospital!! The rooms were absolutley filthy and the bathrooms on the postnatal Alexandra ward were cloggy and dirty everytime I needed to use them. Even the amenity room was horrible! On the plus side, the staff serving the food always had a smile on their face and was very polite. All in all, terrible experience!

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Response from Hillingdon Hospital

Thank you for taking the time to write about your experience of our maternity service at Hillingdon Hospital and please accept our apologies for not having the experience that you expected or one that we would like you to have had. The midwives are very responsive to women and their need for pain relief and I apologise if this was not the case for you at this time. It is rare that we would insert an intravenous drip to rehydrate someone in labour to prevent the possible introduction of infection. I am glad that the anaesthetist was a friendly face and helped relieve your pain. I am really sorry that other members of staff did not come across as being friendly as most women find our service very friendly and helpful. I am sorry that you feel that the staff did not work together as a team as we endeavour to provide a service that works together for the best possible outcome for both mothers and their babies. I apologise if the consultant appeared patronising, as our consultants are dedicated to helping mothers understand why things happened in their labours and to answer any questions that may arise. Please can I assure you that nothing is ever “swept under the carpet” as we have a very robust clinical governance and investigation process where we identify where things could be improved and as an organisation we learn from such times. I am sorry that you found that our facilities were not clean as our audits undertaken by the Cleaning staff, Matron and Ward staff have very high compliance rates – consistently over 90%. If at any time an issue is highlighted the ward staff and if necessary the Hospital Rapid Response Team are instantly alerted and problems are swiftly resolved. We would welcome you to come and discuss your concerns in more detail if you would like to contact us through either the PALS office on 01895 279973 or via email at PALS@thh.nhs.uk PALS are available from 9:00am to 5:00pm, Monday to Friday. Outside of these hours an answer phone system is available

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