"Disrespectful staff"

About: Royal Bolton Hospital / Maternity care

My waters broke at 2.30am on 24th September and in a panic my mother in law and husband took me to the hospital. When I got there, the 2 staff that saw me at triage were so rude I could not believe it. They spoke to me in patronising tone telling me off for not ringing coming straight to the hospital without ringing first. I did apologise and said I panicked as it was my first pregnancy. I was then told me to go home and wait 24 hours and then ring again. they said " your baby won't be born until 24 hours had" I'm not sure how they knew this (maybe they were phsycic). they then told me to go home and have a warm bath and take paracetamol. I did what I was advised and rang back after an hour to say my contractions have got stronger they asked if I had taken on board their advice and I confirmed I had.

They then said sarcastically "well that was quick". I could not believe when I was hearing. I passed the phone to my mother in law because I could not speak because of the pain and they then had a go at my mother in law. They then told us the hospital was closed because it was full - they don't you this at antenatal classes or anywhere! if you don't know how are you meant to prepare yourself for this? They then told us to go to

Wigan hospital and called ambulance for us. when the ambulance arrived the guy did not know the ward at Bolton was closed -. let the hospital are meant to inform ambulance service of this letter.

I could not be taken in the ambulance as it was a estate car so then the gentleman called a van ambulance for me. whilst all this was going on my contractions were coming more often and they were more painful. the service I received from.these staff I would not want anyone to receive this sort of service. they had no compassion whatsoever. however I was later sent home from wigan and came back to Bolton that day. the staff who looked after me then onwards were absolutely fabulous and I delievered my baby that same day at 11.14pm. imagine if I waited 24 hours?!! what would have happened to my baby and me? thank God I went with my instincts. please anyone reading this do NOT listen to staff who tell you otherwise. Even if you need to exaggerate please do about how you feel so that you are seen by someone otherwise you will suffer.

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Response from Royal Bolton Hospital

I am very sorry to hear of your experience on your first contact with our triage department, this will be investigated by the matron for the area. We aim to provide a caring and responsive service and I apologise if this was not your experience. Unfortunately, although a very rare event, the unit had been exceptionally busy, hence we instigated a temporary divert to our neighbouring units. This is a reciprocal arrangement between maternity units to ensure that the safety of mums and babies is maintained. The ambulance service was notified of the divert as per the policy, so I am unclear as to why the practitioner who attended was not aware. I am delighted that your second episode of care was of a high standard , please accept my congratulations on the delivery of your baby. If you would like to speak to someone regarding your care please do not hesitate to get in touch. Nicky Etchells, acting Head Of Midwifery/Divisional Nurse Director 01204 390367

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