Care Opinion

There was just no need for that level of reaction

Posted By Vince372

"There was just no need for that level of reaction"

About: Aberdeen Maternity Hospital / Obstetrics (Maternity care)

(as the patient),

My wife and I had an appointment at 10.30 am at the scanning department. We could not find any parking spaces or disabled spaces close to the maternity ward.

My wife is 34 weeks pregnant and I have stage 4 cancer. We finally managed to find a space but both struggled to make our way to the scanning department. We arrived 10 minutes late at 10.40. We apologized at reception and were taken straight through, where we apologized to the sonographer directly too.

As we got to the room, we we were told next time to call if we were going to be late, to which we agreed and apologized again and explained that we were looking for a space. The reply form the sonographer was to ask if it takes two to drive. It was unwelcoming and unnecessary to say the least.

The sonographer then progressed with our scan, mumbling sizes of things that we could not hear and they were not describing what was on the screen or showing us the baby in full. They then said because we were late, therefore making them late and the other appointments after us late , that's why they were rushing estimating sizes.

At the end of the scan, which took about 10 minutes, I asked for a photo of our baby, to which they replied they did not have time to take one. My wife by this point was in tears and told the sonographer that they had ruined the last scan for us and left the room. I stayed and asked again if they could please print a photo as it was very important to me, but once again was told that they didn't have time!

The staging of my cancer means I might not be around for my baby's birth and definitely not for the majority of his life, so every scan and picture is very important to me. 

We totally understand lateness causes disruption to everyone else, and were totally expecting to be told to wait as our appointment time was given to the next person, but to be treated in such a disgusting way by someone who is in a job to help and support families, I find this totally unacceptable and unforgivable over being 10 minutes late.

There was just no need for that level of reaction. We then made a private appointment and paid for our measurements and picture to be done privately. 

More about:
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Sarah Campbell, Midwifery Manager, Aberdeen Maternity Hospital, NHS Grampian about a year and a half ago
We are preparing to make a change
Sarah Campbell
Midwifery Manager, Aberdeen Maternity Hospital,
NHS Grampian

Submitted on 09/05/2023 at 11:58
Published on Care Opinion at 12:01

Hello Vince372,

I am very sorry to hear of your experience in the maternity ultrasound department and please let me apologise for how the sonographer acted towards you and your wife. Thank you for feeding this back to me and letting me know your experience of care.

I have notified my senior charge midwife for the area and ask that she shares your experience with the team. I appreciate that care opinion is an anonymous feedback service, but if you wish to discuss your care with either myself or my senior charge midwife for the ultrasound department please call the ultrasound department on 01224 552 116 and ask to speak to either Charlene Brodie or Sarah Campbell.

Thank you once again for sharing your feedback on your recent ultrasound scan.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Sarah Campbell, Midwifery Manager, Aberdeen Maternity Hospital, NHS Grampian 12 months ago
Sarah Campbell
Midwifery Manager, Aberdeen Maternity Hospital,
NHS Grampian

Submitted on 31/10/2023 at 09:51
Published on Care Opinion at 09:51

Hello Vince372,

A few weeks have passed since you shared your feedback and I wanted to let you know about the action that has been taken since I indicated ‘we were preparing to make a change’ in the response I posted. I understand that although we can only apologise for the experience you and your wife had whilst visiting the service, by listening and taking action from your feedback, we can try to prevent a similar situation happening to another family.

I can now confirm your feedback was discussed with the Scanning team, including the sonographer, for reflection and improvement around communication with patients and families.

I hope that everything is going as well as it can be for you and the family.

Take care,

Sarah

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k