"Appointment cancelled without notification"

About: The Whittington Hospital

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I arrived at the antenatal clinic for my appointment only to be told by the receptionist that it had been cancelled and asked whether the hospital had writtent to me. I explained that I hadn't been informed and the receptionist said I had been rebooked for 3.5 weeks later! I said this was too late and I needed to be seen that afternoon, so the receptionist said she would try and see if another midwife could fit me in. She then came back after going to talk to someone else and said, rather abruptly, this appointment should be with my GP anyway! I explained to her that the midwife had told me at my last appointment I could see her OR my GP and I opted to see my midwife. The receptionist went off again and came back to say that someone would see me but I would have to wait. I was fine with this but wasn't very happy with her manner.

I cannot fault the midwife who saw me. She was friendly, professional and spent a lot of time with me- I didn't feel that I had been squeezed in at all. On the whole, the care I have received throughout my pregnancy has been excellent but it is very frustrating to have an appointment cancelled without notification, to be rebooked for a clinically inappropriate date (particularly during the later stages of pregnancy) and for staff to be anything less than courteous.

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Response from The Whittington Hospital

I am so sorry for what happened to you, it must have been very upseting to have your appointment cancelled without anyone informing you. I am also sorry for the way the member of staff spoke to you. This is unacceptable and I have forwarded your concern to the maternity department for them to look into. If you would like to provide some more specific information about what occurred, please feel free to contact the PALS team on 020 7288 5551 who will be happy to help you. Yours Cassie Williams Head of Patient Experience

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