"This was not Patient-Centred Care"

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

What I liked

The medical student was friendly, and he apologised for the consultant rushing me out.

What could be improved

1-The waiting room set-up: Although previously I didn't like having to walk through the antenatal clinic to get to the gynaecology department, that was far preferable to sharing a waiting room with expectant mother's and sometimes their other children, it's very insensitive and I’m sure I'm not the only patient that see's gynaecology, who happens to be infertile. On my recent visit there were a couple with a baby 6-8mts approx already expecting another. The waiting room is 'unmanned', so on this visit I also had sit through a two pregnant teenagers sitting at opposite ends of the waiting room who decided to have a loud conversation (even though there were several other patients waiting) about how one of their friends who had a baby son, and was 'thinking of getting rid of him 'cos she didn't want a boy' I felt like saying some of us would be privileged to be parents at all, regardless of our child’s gender.

2-The gynaecologist: On previous occasions I have more often than not felt that the gynaecologists have listened to me, however on this occasion despite the initial impression, she made me feel like I wasn't involved in my own care. She read through my notes when I first arrived, but whenever I tried to elaborate on anything she’d picked up on, I was told 'I'm reading your notes now, you'll have chance to tell me anything else later' However later, I was told to 'just answer my questions, so I know what to write in my report.' She gave me lots of forms for tests, but I wasn’t really told why we were being sent for them (including one for my husband that would involve a lot of travel) and told what to ask my other consultants about, whilst I was trying to jot this down she basically said 'goodbye' and left the room, leaving me to hurriedly gather my coat, bag and papers. I also felt that perhaps she would rather see me if I was in fact pregnant, as she introduced herself as the “obstetrician” and then “gynaecologist” as an after thought.

Anything else?

3-The waiting time: I have never been seen anywhere near on time (and I have had numerous appointments over the past 2.5years), even when I've had an 8:40 appointment I've had to wait at least 45minutes and a later appointment can be up to 3 hours. On this occasion I had a 9:20 appt, I arrived at 9:10 and was told they were running 45minutes late at 10:05 I was told it would be another hour but only one more patient ahead of me, I was seen at about 10:40. This is also a problem as all the antenatal patients are seen quickly so not only to you have to watch them arrive with their perfect bumps, but then get up and leave as well, parading their pregnancy in front of me, thus a double rubbing my nose in it.

Story from NHS Choices

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Response from Queen Elizabeth I I Hospital

Given the circumstances, we are so grateful for your feedback about the QEII service - which is both considered and thoughtful in how you have presented your experience. Whilst we will share your observations with the teams involved (outaptients and gynaecology), we wonder whether or not you would be willing to get in touch with us by e-mail so that we could follow these matters up directly with you. Your comments above are very helpful, but can never substitute for a direct person-to-person conversation. But we will leave that decision to you - but if you decide to take this offer up, just e-mail us at generalenquiries.enh-tr@nhs.net

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful