Westerhope Medical Centre
SB
Shannon B. 2 years ago • From Google
Bad
I needed an updated maternity certificate form but was refused assistance. The reception staff and their supervisor were dismissive and would not permit me to speak with a healthcare provider at any point, despite my willingness to wait for a callback. I was not allowed to request a consultation or arrange a return call from a medical professional. The government website and the form itself state that either a doctor or midwife should complete it. The supervisor contradicted me even though I was reading the form directly in front of me, and claimed they had no record of my recent update despite my previous calls. According to the supervisor, the practice does not maintain records of telephone calls or written notes. They stated that only one version of the form is issued, and only before a certain point in the process. I explained that I had received the initial section but that the subsequent section clearly states an updated form is needed after a particular event, yet I was dismissed and told this does not exist. I am extremely disappointed with this service. The midwifery team has been exceptional throughout. I am frustrated that the conclusion of my care appears to fall outside the doctors' remit and I was directed to leave messages with the midwifery service instead. My previous form was signed by a healthcare provider and collected the same day—it simply requires three dates, a signature, and a practice stamp. Yet the practice supervisor, who claims ten years of experience, insists only one version of the form has ever been issued beforehand, not afterwards, despite the application requirements clearly indicating otherwise. The practice apparently uses a different version of the form than the one on the government website, with theirs stating only a midwife can complete it. When I asked if an in-house midwife could assist, I was told I must wait for my assigned midwife to be available. This feedback concerns the reception and supervisory staff's knowledge and interpersonal skills regarding the maternity certificate process, not the midwifery team. This situation has caused me considerable anxiety and stress, and I am now unable to access the support I am entitled to due to what appears to be outdated information. Previously, I had no issues with reception, but I believe incorrect guidance has been provided, leaving me uncertain whether to trust the government website or the form's own instructions given the practice's different approach.
Tracey I.