Would you complain?

Currently 36 weeks and yesterday I lost my mucus plug and have cramping. I have a planned C-section booked for 39 weeks (high risk and issues in my last pregnancy and labour). Our triage is also the same number as the advice line. It’s the number you are directed to for any issues relating to pregnancy or postpartum. Kept calling and calling. No answer. 3 hours go by, still no answer. My partner jokingly says “Maybe they don’t want to answer you, try off my phone”. I say don’t be silly I don’t think it works like that and call off his phone. They instantly pick up. First thing the extremely rude midwife says is “You’ve called too many times”. What?! So you just decided not to answer me specifically? She says “You’ve called 8 times in total”. 8 times in 9 months is not excessive! 1st call was because my community midwife told me to at an appointment as she wanted me to get blood tests done there. 2nd call was to get the blood test results. 3rd call was for bleeding I was having at the time. 4th time was because the community midwife said my notes were missing a growth chart and they needed to make one for me at the hospital on their system as she didn’t have access to it. 5th time was because midwife wanted me to go there due to protein, ketones and high white cells in my urine plus raised blood pressure. Found out I was anaemic and had a UTI. 6th time was to find out how to get a repeat prescription for the iron (GP and hospital are under different trusts as I live on the border of 2 areas so GP has no access to their records). 7th time was due to intense nighttime itching. 8th time was due to reduced movements. Midwife then says “You can’t just call anytime you feel like it”. I tell her the flyer for the helpline in my book literally says to call the advice line with any questions! It also says to call if you have any reduced movements, cramping, bleeding or lose your mucus plug before 37 weeks. I’ve lost my mucus plug and I have cramping every 15 minutes so I’ve called for advice as that’s literally what it says to do. She then says “Call back if you get heavy bleeding or cramping 5 minutes apart” rudely and then hung up the phone! Was so shocked! Cried my eyes out, then fuming. I now feel like I can’t call them again but they’re the only place you can call! 😭 Been cramping all night, no idea if it’s normal or whether I’m in labour! I don’t see the community midwife again for 4 days.

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Can you call your midwife? Or just keep calling them to be honest. Don’t stop because of one rude woman! Hopefully a nicer one will answer the phone. Or you could just turn up at your hospital! Honestly I don’t get how some people are in a career like being a midwife with their shocking attitudes to pregnant women.. I hope you’re okay 🩵

@Becky I was so flustered and shocked! I mean it’s not like I just called for a chat! She made me feel like I was being ridiculous and wasting their time. Unfortunately the only place you can call is the triage/advice line. The community midwife line is for appointment enquiries only and they just direct you to the advice line. Now I know my calls are logged I feel like I can’t call because next time I’ll get “you’ve called 10 times now”.

Her response is actually disgusting, I would definitely complain! I lost my plug at 35+6 with my son, i called and was advised to keep an eye on it and call back up if I have any cramping, bleeding or water loss(my waters did begin leaking the following day and I was admitted to hospital). Alternatively as mentioned above, just turn up at the hospital! If I had concerns or worries nothing would stop me calling constantly to check everything ok! Your doing the right thing x

I’d get your partner to call on your behalf. And if he’s met with the same thing then say you will be making a complaint because this is exactly what the line is designed for. Also mention it to the community midwife next time you see her x

I’d definitely complain - get that midwife’s name if you can, and as Becky said call back and request to see someone else. Another option would be just to go to triage? Depending on your location and situation of course; there might be a bit of confrontation by the sounds of it (which there absolutely shouldn’t be!) but do what you need for you and baby. Get your birth partner to advocate for you too. Sending you lots of love in what I’m sure is a stressful time x

I'd definitely complain. That's unacceptable. That's what the line is there for. Who else do they expect you to call?

Complain via PALS. That is completely unacceptable x

What a horrible experience. It’s the complete opposite of what that number is for, I was told “even if you think you’re being ridiculous or feel silly, still call” Perhaps it’s just one bad egg, but that shouldn’t have happened to you. Pregnancy is such a vulnerable time and that’s so upsetting to hear. I agree with others - if your partner is able to call on your behalf, explain calmly what has happened and ask for an explanation as you need to feel safe and supported not fearful of seeking medical advice. Sending a hug xx

100% warrants a complaint!!

Sorry you had that horrible experience. I'd definitely complain, but would prioritise my mental health, so would hold off complaining for now if it was going to cause more stress at this time. I'd definitely ring again, if you get the same person, take a note of their name for complaining, and ask to speak to someone else, as you don't feel suitably reassured/listened to.

You must complain, make a note of the time and date you rang so they can trace who was on duty. That's totally unacceptable, some people will have harder pregnancies than others, there can't be a maximum number of times you are allowed to phone! That lady needs to find another job as she has lost all compassion 😬😬 xxx

I would certainly complain! The phone line is 24/7 for a reason and we're always told that we can call if we have any concern and there are no stupid questions. They are there for a reason, and it's their job and their duty to answer your call and your questions, no matter how many times you have called.

That’s an absolutely disgusting way to be spoken to, stupid cow. I’d have been the exact same as you and would now be seething mad. 100% make a formal complaint and I agree with someone else above, get your other half to ring and bloody well put them in their place / get the info and help you currently need. Good luck mama, stay positive x

I second complaining to PALS at your hospital. It's completely unacceptable. There shouldn't be limits to how often you can use the triage service. I'm constantly being told by the midwife and consultant not to put off phoning triage as it's better safe than sorry.