"My experience so far"

About: Northwick Park Hospital / Maternity

I am currently 24 weeks pregnant and considering moving to another hospital. The receptionist was clueless and every question I had- their standard reply was I don't know, I don't know. No offer to try to find out! Then when I went for my 12 week scan which as every mother to be knows is a huge milestone I was disappointed to learn from the midwife that the urine sample provided at my booking appointment was abnormal and I have an infection. I was not contacted by anyone and they were shocked that no one had told me. I now need group B strep when I give birth. The midwife then put me at the front of the queue to see the doctor for a prescription which was good. However, whilst waiting they asked me to do another urine test which I did but the nurse who tested it and my blood pressure was extremely rude. I asked them a couple of questions about midwife care and they very abruptly replied 'I don't know what you're asking, this is all I've been asked to do so I'm doing it' and after they were done they walked out and left me there in the room. I just sat there, shocked and confused. Do I walk out or stay? Or will they come back? After a few minutes I got up and left not knowing if that's the right thing to do. I had heard the nurses and staff can be rude but the way that some of them talk to you when you are at your most vulnerable is truly shocking. I dreaded my 20 week scan appointment and was so nervous going in. I had the same nurse this time round they were professional but I think that's because I kept quiet and didn't ask any questions. No woman should feel like that and to feel relief that you haven't been patronised or spoken to like a stain under their shoe. Scans are incredibly anxious time and this experience was made far worse by inconsiderate staff.

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Responses

Response from Sue Fenwick Elliott, Head of Patient Experience, London North West Healthcare NHS Trust

I am very sorry to read this. It is so important that you are well looked after and given all the information you need when you are feeling vulnerable.

The maternity department is engaging in a programme of training to improve customer care and staff communication skills. I have shared your feedback with them and they will definitely take it on board.

Please contact the PALS team on 0208 869 5118 or LNWH-tr.PALS@nhs.net if you would like us to follow up on your behalf.

Best wishes and good luck with the rest of your pregnancy

Sue

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