"Second time I have been brought to tears"

About: Queen Charlotte's Hospital

To whom it may concern, I am 18 weeks pregnant, for the first time. The first time I called the hospital to refer myself i was spoken to so rudely I felt compelled to leave a review on this site. This time I called to check on an appointment I have. I was given an appointment with an obstetrician at my booking appointment at 10 weeks - today at 18 weeks, with my appointment tomorrow, I have not received a letter confirming my appointment, so thought I would call to make sure the appointment was still on. Obviously to have to see an obstetrician, there are potential complications in my pregnancy which is scary enough. Before being given the opportunity to even explain the situation properly, I was told that I wasn't a patient of the hospital, accused of not knowing my own appointments, told that midwives don't make appointments and that I don't know what I'm talking about etc. I was spoken to with such a huge degree of disrespect that I was brought to tears, I was trying to explain the situation and was interrupted and not listened to. This is only the second time I have felt compelled to call the hospital, and it is the second time that I have been forced to tears by the person at the end of the phone being so desperately rude. I would really like to know that other women are not spoken to in this way, pregnancy can be a very vulnerable time, and nobody should be spoken to with the level of rudeness that I have just been. I feel quite unsettled and shocked and made this known to the person in the bookings office who took my call. Please take efforts to try to stop this from happening in the future, it is a very improper way to run such a great hospital. Thank you, Lily

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is very concerned that you have had another poor experience and we sincerely apologise for the distress that you have been called. Your comments have been passed to senior managers as all staff are expected to treat patients with care and respect. Please call our PALS Team if you have any further concerns and we will ensure that a midwife calls you to provide care and support pals@imperial.nhs.uk

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