"The staff who work in the Special ..."

About: Whipps Cross University Hospital

(as the patient),

What I liked

The staff who work in the Special Care Baby Unit are fantastic and are angels in uniform. The support and care I recieved was the only thing that gave me strength to visit the hospital every day to see my baby.

What could be improved

Everything especially customer service training for 'Consultants' and some of the midwives.

Counsultants should be trained in:

- Treating patients with respect

- Treating patients with dignity

- How to communicate with patients (not just the spoken word but in body language especially tone of voice)

- Listening to patients

- Respecting patient decision

The consultant that took care of me was very unprofessional, the antenatal care I recieved from him during my pregnancy and birth has scared me for life and left me traumatised.

During the birth he made arrangements for my treatment without my consent and then one of his colleages tried to bully me into consenting to a c-section by shouting at me and talking down to me.

Even though I made it very clear in my birth plan I didn't want junior doctors at the birth, this was ignored.

Some of the midwives of Maple and Mulberry Ward need to demonstrate care and provide more support to their patients and should be more professional in their attitude towards their patients.

Information in form of leaflet (hard and soft copy), posters and online should be readily made available to you if something goes wrong with your pregnancy. I wasn't informed (by my consultant) or aware of counselling services or that I had the right to ask to speak to a Peadeatrician with regards to the care of my unborn child.

Hospital should communicate to patients the actions they are taking to improve maternity services via posters and on relevant pages on their website.

Hospital should also conduct regular patient experience surveys and discussion groups to obtain not just feedback from patients but 'suggestions' on how the services can be improved. PET devices should also be made available in waiting areas and on wards.

Maternity wards should be adequately staffed.

Boost moral of midwives - midwives and doctors are overworked and moral is very low and this is detrimental to patient care.

Story from NHS Choices

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