"Appalling treatment by sonographer at 20wk scan"

About: County Hospital (Stafford)

Generally had very good experiences at County Hospital, especially when I had my first child there in 2014. However, I recently had a horrible experience with one particular sonographer at my 20wk scan (second child). I received a letter to change the time of my appointment due to ‘staff shortage’, which I couldn’t make, so called up to reschedule the date and was told by the person I spoke to on the phone that it had definitely been updated on the system. However when I turned up there was no record of my appointment, and even though the sonographer agreed to see me they made me feel absolutely awful, almost reducing me to tears at the start of my scan by saying that I “didn’t have an appointment”, they had a “lot of people waiting” and “lucky they had a cancellation otherwise I wouldn’t have been seen at all”. The sonographer went on about it so much that I really couldn’t see the point in why they were spoiling what should’ve been a nice experience by complaining that they thought we had got the date wrong. My husband and I took time off work and arranged childcare to attend this rescheduled appointment, and while I completely understand admin mistakes do happen, I thought it was appalling how the sonographer treated us on the day, and it completely ruined the experience of what was to be our last ever scan. They even complained that my maternity jeans were “getting in their way” and overall, their attitude was just nasty, at a time where I already felt vulnerable and sensitive. They couldn’t check baby’s heart or face due to position, and asked me to return in 3 weeks’ time. I would never want to be seen by this person again, and urge them to reconsider their bedside manner if they're dealing with vulnerable pregnant ladies on a day-to-day basis.

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Response from University Hospitals of North Midlands NHS Trust

Dear Natalie

Thank you for taking the time to provide us with feedback about your experience of University Hospitals of North Midlands NHS Trust.

We strive to provide the very best standards of care and we would like to investigate the issues you have raised. We would be very grateful if you could provide some additional information about your experience by contacting our PALS (Patient Advice and Liaison Service) on 01782 676450 or 01782 676455 or by emailing patientadvice.uhnm@nhs.net.
Thank you and best wishes.

Rachel Harrop