"Poor, offhand ,bordering on rude attitude of..."

About: Chorley & South Ribble Hospital / Maternity

On Monday the 21st, I accompanied my Son's girlfriend Annie to an appt in the Gynocological Dept. She had only just got the letter, and there was not any indication of the reason for the visit. She thought it a routine appt (first baby)

When we went in to see the Midwife , who was efficient and friendly we were made aware the reason for the appt. Annie was to have a blood test to check her glucose levels, the midwife was very apologetic that Annie had not received the accompanying leaflet explaining that she ought not to have eaten since midnight because oif the blood test. The midwife asked Annie to rebook her appt and to tell to the admin about the lack of the leaflet , as it appears that this happens a lot. A waste of my time and her time and a parking fee.

We went as instructed to the ground floor to book the new appt. After the admin/receptionist eventualy looked up from their screen and said, "Yes". Annie asked to rebook her appt, " And why do I need to do that" they said. "Because I have eaten and it was a Blood Test" replied Annie, adding that she had not recieved the leaflet that should have accompanied her app letter. "Oh they said, a lot of people pick up the leaflets as they go through the hospital," ?, as they looked again at their screen. Eventually looking up again they offered other appt times today (22nd). Annie agreed the time, and they rebooked it.

Their complete attitude was one of dismissal, this member of staff was almost rude in their brusqueness , no apology for the hospital mistake, no smile, no manners. Annie had to ask for the leaflet so they went and got one, handing it over and turning to the next patient..

I was appalled by their offhand manner, in any environment especially hospital, where people are anxious and nervous , front line staff should be professional, courteous and sympathetic.

A simple "Sorry " , politeness, or even full attention would have meant so much, we were made to feel that we were interrupting their job......when in fact they should realise that the people they faced and dealt with was their job.

I was so annoyed , I felt that had that behaviour been directed at me I would have challenged it., Annie didn't, she was upset but as a first time Mum also nervous.

I dropped Annie at the hospital this morning at 8.50, her appt time , agreeing to pick her up after her glucose test, approx 2 hrs. She was in fact not out again until 12 o clock .

It appears that she had not been added to the midwife's list, so had the midwife not recognised her from yesterday she may well have sat there even longer before being seen. As it was she waited ah extra 40 mins. The midwife was again professional and friendly , sympathetic and apologetic.

This mistake just compounded the offending behaviour of the previous day, and sadly illustrated the lack of communication between patients and the hospital , and also between depts within the hospitall. This is not the first miscommunication and needs to be addressed promptly.

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Responses

Response from Chorley & South Ribble Hospital

We are disappointed and concerned to read this as it falls so very far from the high standards we expect and indeed which is offered by the vast majority of our very hard working teams across the Trust.

Your feedback has been shared with senior management in the Maternity Services but we would ask you to please encourage Annie to contact our PALS department on 01772 522972 so they can support her further with the concern.

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