"Unreachable by phone"

After having my fetal anomaly ultrasound scan with ChelWest, I never got a chance to visit the antenatal clinic because it was completely unreachable by phone. (This is the antenatal clinic phone number listed in their letters (020 3315 6000, option 3).)

On multiple occasions, I called the clinic hotline about my appointment. On one day of calling, regardless of whether I called the clinic first thing in the morning or in the middle of the afternoon, I never got past being #7 in the queu, despite waiting over 40 minutes at a time (After 30-40 minutes of waiting each time, I had to hang up because I was calling from work). I find it astounding that hours of waiting did not yield a simple answer to my phone call from the ChelWest antenatal clinic.

On another occasion, I called two days after Christmas, expecting a shorter wait time. Indeed, I was #2 in the queue. I became #1 in the queu after about 7 minutes, but after 20 minutes of total hold time, the call seemed to have been answered (the line stopped ringing, and it sounded like the phone was picked up), but after 2 minutes of silence, I was hung up on.

I genuinely believe no one answers the antenatal clinic phone number, and I find that shocking.

I couldn't reach the clinic, to reschedule my appointment; and subsequently received a call from the clinic on the day of my missed appointment, berating me for missing it.

This experience helped me decide not to proceed with maternity care from ChelWest. I've heard positive things about their care; but if they can't even get the basics right, including simply answering the antenatal clinic phone, I'm not sure I trust them to be responsible with my care.