"Birth Centre - rude staff!!!!!"

About: Queen Charlotte's Hospital

This is my second time leaving a bad review on QCCH. First time was regarding my first appointment with the midwife in the antenatal clinic and with the bad service received. This time is unfortunately again regarding the service but with the rudeness experienced over the phone with a member of staff from the birth centre.

I had made the decision on my last appointment with the midwife that i would like to give birth in the birth centre thinking (foolishly or not) that it would be a more calmer environment as it is midwife led etc!! I was told i would receive a phonecall from them for my 37 week appointment. I received a phonecall last week to be told that they were calling to book me in for the birth preparation class at the birth centre.

I told them th bat i had one booked through the antenatal clinic which i had booked before my 28 weeks and so asked whether this birth preparation class is different to that or not??? I was then passed over to a more experienced midwife to be rudely asked 'why do i have that booked?' and 'why at Saint Marys?'. I said because that is what i was told to do that’s why!

I went on to explain that this is my first time being pregnant so if they could advise/guide me, I would really appreciate it, to which I got a response ‘If you let me talk then I can!!!!!!’.

I was so shocked and upset to the response that i just stayed quiet and didn’t say anything further. I don’t think what I said warranted that kind of rude response at all. I understand there is a staff shortage and that it is a very pressurised environment, however I always believe that there is a way to say things. It has been the same problem throughout my experience, in that, if staff addressed how they say things everything would be fine.

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Response from Queen Charlotte's Hospital

Imperial College Healthcare NHS Trust is very concerned about your second posting about Queen Charlotte's hospital.

You have raised some sufficient issues which the Trust would like the opportunity to address.

Patient Advice and Liaison Service (PALS) wishes to apologise on behalf of the Trust for the distress caused from your phone conversation to the birth centre.

We would encourage you to contact PALS by email on pals@imperial.nhs.uk or call on 0203 313 0088 to discuss your complaint further.

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