"I attended A&E on thursday ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

(as the patient),

What I liked

I attended A&E on thursday 12th June with suspected TIA - treated by A&E staff who showed patience and concern. Thorough examination, though nurse did have trouble with ECG. The Registrar, was wonderful, taking great care to explain to me what was happening and next steps in process. Very reassuring.!!

I returned to A&E on tuesday 17th with aditional TIA concrens, and was immediately seen by staff who again took great care to take bloods, blood pressure and do the necessary physical tests to determin the level of priotity of this matter. This time I saw a different Registrar who was thorough, re-assuring with excelelnt patient manner.

Please do thank both registrars.

Reception staff were also very courteous and efficeint - swift in their actions given that I had been to QEll twice in a few days.

Blood tests rresults were quickly obtained.

all nursing staff very friendly

Very satisfied.

Greg Hewitson - Letchworth

What could be improved

Overall appearance of A&E. Toilets not clean; leak from roof.

Improved privacy in A&E - I could hear other patient's consultations in the cubicles.

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Responses

Response from Queen Elizabeth I I Hospital

Thank you for your kind comments, which have been passed on to our staff in the A&E team at the QEII.

While you were with us, the roof of the A&E developed a leak over the waiting area that allowed the heavy rain on the day to find its way through to the floor below. This fault was reported immediately and repaired quickly.

Since your visit, the entire A&E department has undergone a thorough deep clean, which included maintenance issues being addressed and decluttering. In addition to improving the department’s overall cleanliness levels, including its toilets, it has also enhanced its overall appearance.

On the issue of our toilets, the Trust’s cleaning contractors check them at regular intervals throughout the day and night. Sadly sometimes they can be left in a state that is less than desirable by those who use them in between checks. If such issues regarding the cleanliness of our toilet facilities are reported to nursing staff, then the duty supervisor is contacted and a request made for the toilets to be cleaned.

Turning to patients’ privacy and dignity, especially in such a busy area as A&E, our staff are looking at ways in which this part of our service can be improved and maintained. They always welcome suggestions following patients’ experiences.

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