A patient did not feel reassured or supported by Community Midwives. Patient raised poor attitude of administrator on booking line.
Action: An apology was given regarding the lack of contact information for the community midwives when there was a change. Actions have been but in place to prevent this from happening again. Line Manager addressed issue identified with the booking team administrator and will continue to monitor.
A patient had Rhesus D Negative blood type and did not receive the required Anti-D injection within 72 hours of delivering her daughter.
Action: An apology was given. The process around the Anti-D injection was reviewed and amended to make this more robust. Staff made aware of the changes and the importance of the process reiterated.
A patient had not received her test results in the agreed timeframe.
Action: An apology was given. Results part of a national program and follow ups conducted with the national body responsible to expedite results.
A patient received a referral letter and the name of the confidential clinic and referral information were visible in the address window.
Action: An apology was given. Administration staff remaindered of their responsibilities in relation to Information Governance. An extra check has been introduced to reduce the risk of this happening again.