Andover War Memorial Hospital
Charlton Road, Andover, Hampshire, SP10 3LBContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Miserable experience
Rated 2 stars out of 5
by Anonymous - Posted on 06 March 2023
I came along to the maternity unit for a 12 week scan with my husband and toddler. Unfortunately, our childcare had fallen through so we had no option. As soon as we arrived there was no one on the desk, so we waited 10mins until someone appeared to then be told that we were 10mins late. She then pointed out that she cannot come into the scanning room so my husband would have to wait with her outside. We didn't object but it was said in such an abrupt way I was a bit taken aback. We didn't mind at all, my last Covid pregnancy appointments were done completely on my own so I was more than happy to have him in the waiting room close by just in case. So off I went to have my scan. I returned to have my bloods. When I went into the room, the same nurse seemed huffy and frustrated by me explaining to my toddler I'll be a few more mins (she was excited to see me again after my 40min scan) but appreciate that time is of the essence and we were already running behind so I apologised and went in. Then, I told the nurse that my midwife has requested that I asked for the fetal bloods to also be taken as it can sometimes be a pain to draw blood from my deep, small veins. She then turned to the second nurse and said "her midwife has seemingly asked for fetal bloods". The second nurse explained why I couldn't as my midwife hadn't directly requested it to them. Again, absolutely fine but there was no "seemingly" about it, I wasn't lying. I then asked if it was possible to be moved to have my scan at another hospital which is closer. I was told I could try if I wanted but it's not really worth my time inquiring as I can't just switch and Andover is where the scans are held. I totally understand that the NHS is understaffed and the staff work extremely hard. My heart realty goes out to them. But, there was absolutely no reason for them to be so rude me. It's supposed to be such a special moment seeing your baby for the first time. You are totally full of excitement and anxiety and the last thing you expect or indeed need when feeling vulnerable and emotional, are negative and abrasive comments from people that are supposed to care and support you. I'm just glad I had my husband there this time to give me a hug after such a wonderful moment was ruined by a nurse who has clearly forgotten how to talk to patients kindly. I'm extremely happy that I will not have to return to any future scans here again and I feel sorry for any expectant mother that experiences the same as I did today.
Visited Maternity services on March 2023
Review titled Andover War Memorial Hospital
Replied on 07 March 2023
Thank you for taking the time to share your feedback. I am sorry to hear of your experience. This should have been such a special moment for you, and I can only apologise that it wasn’t like that at all. This is not what we would want for any mother attending our maternity services. I have shared your feedback with the clinical leads of our maternity service, but please do contact our customer care team so that we can follow-up with you personally. They can be contacted at customercare@hhft.nhs.uk or 01256 486766. Thank you once again for taking the time to share your experience. Kind regards Alex Whitfield Chief Executive
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Review titled Unfit to be employed by the NHS
Rated 1 star out of 5
by Kathy Sadler - Posted on 11 October 2022
My son was injured at school 11/10/22. I was asked to collect him and found he had an open and obviously dirty wound to his leg. I told the school I would bring him to minor injuries, they snorted and said 'don't bother, they won't help'. Thinking they were being absurd, I brought my bleeding son to your minor injuries unit at 2.30pm. Two staff sitting chatting at the desk, no other patients at all. I asked if someone could check there was no grit or dirt in the wound and was told 'No, you need an appointment'. I pointed out that obviously I hadn't know my son would be injured or I would have made an appointment, to which your 'nurse' literally shrugged and said 'nah you need an appointment'. I then drove 20 miles to our GP's surgery where I also didn't have an appointment, but they have a nurse with a decent work ethic who understands her duty of care. His wound was cleaned and dressed in 5 minutes. I am sorry to say the school were correct in their assessment of your 'service'. No wonder they warned me. Your unit falls a long way below anything that could be called acceptable.
Visited Children's & Adolescent Services on October 2022
Review titled Andover War Memorial Hospital
Replied on 19 October 2022
Thank you for taking the time to provide feedback of your recent experience. Providing compassionate care is crucial to the way we care for our patients and I am sorry to hear that this was not reflected in your recent experience of our Minor Injuries Unit. We would not want any of our patients to feel as you felt. The Minor Injury Service is now a booked service, accessed through 111, and this is to ensure that patients are directed to the right place for the care they need. 111 can help decide whether someone is best cared for by a local pharmacist, at their GP surgery, in the minor injury units or at a hospital Emergency Department. The booked slots at the minor injury unit allow patients to be seen quickly at the time they expect rather than experiencing long waits. However, we do know that many people were used to a walk-in service at the unit, and are not aware of the booking available through 111. When patients arrive without an appointment, the team make a quick assessment of the patient’s condition and, if they are appropriate for the Minor Injury Unit, and if there are available appointments, then they are able to book someone in, there and then. I am very sorry that this did not happen for you. Your feedback has been shared with the clinical leads for the emergency department and they will discuss it at their team meeting. Please do contact our customer care team so that we can follow-up with you personally as well. They can be contacted at customercare@hhft.nhs.uk or 01256 486766. I do hope that you will have a different experience should you need to use our services again. Kind regards Alex Whitfield Chief Executive
Information supplied by Hampshire Hospitals NHS Foundation Trust