"Overal experience for now I will rate 4 out 10"

About: The Royal London Hospital

What I liked

I have experienced this service through family (my sister ) and every time my experiences with the midwives made me really upset, I am very fond of this hospital I was even born here myself and want to give birth to my baby here too, but afraid how I will be treated. I have to say I have experienced other departments of the hospital and they are very good at services, nurses are excellent maybe one or two will disappoint you but that's ok cause you can still tolerate, but when it comes to maternity I have come across very poor service through nurses and midwives. It's like they have gathered all the rude, lazy, arrogant staff together to give mothers a hard time.

Giving birth is a miracle and every mother wants to remember this moment but every time we come out horrible memories. Cleanliness yeah that's a problem but what's worse is if you can't feel comfortable with your midwife then how will you be at ease when giving birth.

I know now that the maternity ward has moved to new building but hope they have new plans for the atmosphere for mothers to give in and their midwives to be abit more friendly.

What could be improved

Specially this ward needs to change the attitude of nurses and midwives, if necessary get more staffs and give less hours so they stay fresh and relaxed themselves.

Cleanliness of this ward should matter more where baby's and mothers are more prone to infections or disease.

Anything else?

I hope the new hospital brings my faith back I will visit the maternity ward to check if things have changed or not and the behaviour of staffs, if not then I have to write a further complain regarding the improvements in the facility's.

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Response from The Royal London Hospital

We would like to apologise that your sister had such a poor experience of the Maternity Service at The Royal London Hospital. This is certainly not what we wish any patient to experience and such behaviour is a world away from the kind and compassionate care we aim to achieve for every patient, every time.

At the end of February 2012, the maternity service moved into a brand new unit within the new Royal London Hospital. The new labour ward has more rooms, 31 single en-suite rooms (compared to just one en-suite room in the old hospital). Nine of these rooms are mid-life led and we aim to support a more homely environment with the use of birth pools and double beds, so that partners can stay. This is the first time that maternity service has been brought together under one roof, and it will improve the quality of the facilities that we can provide to all of service users.

We are very sorry that you felt that the poor environment and attitude of the staff did not contribute positively to your sister’s experience of birth in the maternity service. We would like to reassure you that your feedback has been passed to the matrons to ensure improvement in their services. In order for the Trust to investigate your complaint further, we would appreciate if you could please provide us with further information, such as your date of birth, your full name, contact details and your hospital number and we will respond directly to you. Please send your complaint and to AFHealthcare@bartsandthelondon.nhs.uk

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