"anetental appointment systems is..."
About: Queen Charlotte's Hospital Queen Charlotte's Hospital London W12 0HS
Posted via NHS Choices
What I liked
I had my 2nd baby at QC in Sept 09 and am having my 3rd baby at QC, due May. On the plus side the sonography department has been fantastic through both pregnancies. The receptionists are polite & efficient. The appointments have been within about 10 ms every single time. The sonographers themselves were very friendly, detailed, kind and professional. The (planned) c-section experience was generally a good one - the staff who admitted me were friendly and professional (sometimes under difficult circumstances, we saw them dealing with some extremely unpleasant people and situations), the anaesthetists extremely professional, the nurses/midwives and doctors at the c-section itself were fantastic, and the nurse in charge of the recovery unit was nothing short of wonderful - reassuring, friendly and professional.
What could be improved
The care following the birth was a bit dodgy. The midwives in general were pleasant, but i had to constantly request pain relief which seemed to be only given out on a set schedule, rather than at the patient's needs. There seemed to be a lack of communication between the staff - about dressing removal and other quite important issues. Despite paying for a private room, my partner was not able to stay, and yet despite having a c-section and being basically unable to move, i was not offered any assistance with feeding etc in the night - in fact, I felt like an inconvenience at buzzing and asking for help. The room itself, for which I was paying over 200 a night (hotel prices!) was extremely basic to say the least. I was a bit shocked that it didn't have even a window or a TV for that price! All that said, I have still gone back quite happily to have my next baby at QC - based on the medical care. However the antenatal appointment situation is just appalling. I have never ever had to wait less than an hour and a half for an appointment, On several occasions I have waited 3 hours. The receptionists are rude. Patients are treated as people getting in the way, rather than their reason for being there and you are not acknowledged as standing there if they are on the phone - just general common courtesy to acknowledge someone. There is no guidance at the front desk as to where to go, where to stand etc - how hard would it be to put up some signs? And the waiting situation is ridiculous - what on earth is the point of setting appointment times when they always run behind? Of course I understand that emergencies happen, things change, but having had a baby at another hospital and having had friends at other hospitals, I know that it is entirely possible to run an appointment system at a busy public hospital running, if not to time, much closer to time. It really is unacceptable, and I imagine it puts a lot of pressure on staff (perhaps explaining their rudeness at times!)AppointmentsPatient careProfessionalismReassuringAnaesthetistsDoctorsNursing staffCar Park ChargesCommunicationOpening hoursPrivacyRudeEmergencyTelephone