"20 week ultrasound scan, better communication..."

About: Countess Of Chester Hospital / Maternity care

Upon arrival staff are friendly and welcoming, the actual 20 week ultrasound scan went very well. Whereby we received a quick, fast and professional service.

Our issue is with the front ultrasound desk, who passes you a completion form, once you've had your ultrasound scan to "drop off at the front desk when you leave". As we where instructed by the ultrasound help desk. So we waited in the main waiting area, as we had an appointment booked directly after the scan. So we wait, to be called in! However, after an hour of waiting no one had called us in, so we doubled checked with a passing midwife as to why we haven't been seen yet? It was explained that the form provided by the ultrasound help desk should have been posted in the mailbox outside the Midwifes Office and not the front reception desk upon learning the hospital as previously instructed.

What's meant to be a special day, in our case finding out the baby's sex and all the preparations that follow! Turned out to be a stressful and time consuming experience.

Therefore this is more a training issue for staff, that needs to be resolved/addressed. To avoid others wasting their time like we did, in what's a very warm waiting room.

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Responses

Response from Countess Of Chester Hospital

We are sorry you did not have a positive experience and your comments will be passed onto the staff concerned.

If you want a fuller reply, please feel free to contact the PALs Department on Freephone 0800 195 1241 and select option 2 or email cochpals@nhs.net to give us more information about your experience. This will also give us the opportunity to feedback to you personally regarding any improvements we have been required to make as a result of your comments.

We hope the rest of your ante-natal care is less stressful for you.

The Patient Experience Team

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