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Day 1

Story from nhs.uk

"Day 1"

About: Newham General Hospital / Maternity care

My previous pregnancy experience here has been terrible and complaints were not dealt with therefore I am going to journal my second pregnancy experience at this hospital. According to the NHS site you can self referral after finding out you are pregnant via GP, email referral form or call Maternity Helpline. Assuming option 3 meant giving the information over the phone so they can later get in touch with a booking appointment. I called and the lady over the phone said No I just need to go to Zone 12. I asked her twice to be sure she said yes you can go anytime. Got my husband out of work, paid £3.50 for parking (MINIMUM 3 hours parking) Got to zone 12. Told the receptionist I'm here to make a booking appointment she hands me a form to fill (same as the self referral form) I fill it in, different girl at the desk, takes my form and tells me they'll call or send letter home when they've booked me in. This sounds frustrating so I ask her so basically I could've done this from home? She said she's sorry it is pure miscommunication. Thank you Maternity Helpline and Zone 12 for your amazing service today.

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Responses

Response from Newham General Hospital 4 years ago
Newham General Hospital

Submitted on 05/07/2019 at 14:57
Published on nhs.uk at 16:07

Dear mother to be

Thank you for taking the time to contact us with your feedback. We were very disappointed to learn that your experience did not match the expectation you had of us. Your comments have been shared with our site governance team and below is their response:

"We would like to apologise for the miscommunication and the inconvenience.

In the future, we will make sure that the mothers are aware that even if they “self-referred” to the hospital with the initial information that they are pregnant, they will still need to complete the booking form and will be send a letter with the booking appointment. Appointment for booking can not be issued immediately. In some occasions, the ladies are called in to complete the booking form in order to avoid mistakes or misunderstanding of the required information".

I hope this helpful.

Thank you

Kind regards

Central Complaints Team

We would like to take the opportunity to apologise again and to reassure you that in the future we will make sure that the message to our mothers is clear.

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