"Dismissive, unhelpful, and unprofessional treatment at the Antenatal Clinic Reception"

My wife is currently 35 weeks pregnant and is being managed as a high-risk pregnancy (requiring close monitoring for Gestational Diabetes and Sjögren’s syndrome). Navigating a complex pregnancy at this advanced stage is naturally stressful, and we expect staff interactions to be supportive, efficient, and respectful.

Recently, My wife attended a consultation with a doctor at the RAP Clinic. Because the appointment ran late, the reception desk was already closed by the time she finished. The doctor provided my wife with a white booking slip detailing the exact clinical plan:

1. A MAP Midwife appointment at 36 weeks to cover birth education and address information gaps that occur when care is primarily led by medical doctors.

2. A follow-up RAP Clinic appointment at 37 weeks to review her upcoming growth and wellbeing ultrasound and formally plan her birth induction.

Because the Yellow Card did not contain a direct contact for the MAP midwives, The RAP clinic doctor personally wrote down the phone number for my wife to call today to book these specific appointments.

When my wife called the number provided today, I believe she was met with immediate hostility, questioning, and resistance from the receptionist:

Interrogation over timing: When my wife explained she needed to book her appointments, I understand the receptionist abruptly asked, Why didn't you book when you were here? ignoring the fact that reception was closed after-hours.

Overruling clinical advice: I recall the receptionist argued against the doctor's written plan, making statements such as: Why do you have to see a midwife?, Well, you’re here now, so you have to see the doctors, and Your midwife appointment and RAP appointment are too close together.

Refusal to verify or assist: My wife explained that this was the explicit dual-care plan authorized by the RAP clinic doctor on her white slip and offered to have the receptionist check with the RAP clinic doctor to confirm. This was dismissed.

Inaccurate information and refusal of contact details: The receptionist stated they could not book midwife appointments and, in my opinion, rudely told my wife the number should be on your yellow card. When my wife explained that the RAP clinic doctor had checked the card and specifically wrote down this number, the receptionist refused to provide a direct number for the MAP clinic, eventually transferring her to a generic extension without a number and leaving her with only a voicemail option.

This apparent confrontational tone and complete lack of assistance left my wife feeling overwhelmed, unsupported, and sobbing on the phone out of sheer frustration. It is deeply concerning that a receptionist would gatekeep care, question a senior doctor’s written referral, and seemingly treat a heavily pregnant patient with such apparent hostility.

Furthermore, this is a recurring issue in my experience. On previous occasions following growth and wellbeing scans, we have attempted to organize recommended follow-up appointments in advance, only to be turned away or refused by reception staff.