"Excellent care and personal service"

About: Birmingham Children's Hospital Heartlands Hospital / General surgery Queen Elizabeth Hospital (Birmingham)

(as a relative),

My stepfather was recently admitted to Heartlands and is full of praise for the excellent care he is receiving there.

My mother was full of praise for the porter who escorted her out of the hospital, late at night, ensuring her personal safety while she paid car-parking until she had exited the barriers. This gave her piece of mind prior to entering an (unusually) empty house.

When visiting, I was pleased to be handed a directions card by one of the two waiting receptionists, enabling me to find the High Dependency Unit with ease. The 'new' build seems much easier to navigate. Staff in the shop were friendly and helpful too.

How lucky we are to have Heartlands on our doorstep and to know that care there is as personable as it was when I was a patient on the Tropical Diseases Ward 32 years ago.

Similarly, we have been in the good hands of staff at The Queen Elizabeth regarding leukaemia and epilepsy management.

Some people are sure to have different experiences, but for our family - it's the best. Birmingham has great teams of professionals ensuring patient care and quality service.

As I write, a friend's child is also receiving excellent care at The Children's Hospital.

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Response from Simon Jarvis, Head of Patient Engagement, Heart Of England NHS Foundation Trust

picture of Simon Jarvis

Thank you so much for leaving such wonderful feedback. Undoubtedly this will also help provide some reassurance to others who feel anxious about coming into hospital as a patient or visitor. So often it's the 'small things' that really count in terms of the overall experience which we try so hard to get right for everyone.

I will pass your comments onto the teams you have mentioned and thank you again.

Best wishes


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Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital Birmingham. We are very pleased that you and your family had such a positive experience under our care, and the care of our colleagues at Heartlands Hospital. Your comments have been passed onto the senior staff responsible for the areas you visited; they will ensure your feedback is shared with their team members.

It is a real morale boost for staff to receive feedback like this from patients. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way. It is also very satisfying for staff to hear they have made such a difference to patients and made sure your experience under our care has been positive.

At University Hospitals Birmingham we are always keen to receive feedback from our patients and visitors as it helps us to ensure we are delivering the best in care. Please continue to tell us if things went well so that we can share this with the teams who cared for you. If we don’t get it right please let us know so that we can take action to make sure we get it right in the future.

There are a number of ways you can do this, some of which are listed below;

 Fill out our patient experience surveys; we have them for day case or short stay patients, inpatients, and those who attend the Emergency Department. There are general surveys asking about all aspects of your experience as well as others relating to specific aspects of your stay e.g. the operating theatre and food. You may also be contacted by post and given the opportunity to complete a survey relating to your discharge from hospital or your outpatient attendance.

 Fill in a Trust feedback leaflet, displayed in all patient and public areas – please ask staff if they are not easily visible.

 Become a ‘mystery patient’ and tell us about your experience, you can do this just once or each time you attend the hospital.

For further information on these and other ways you can give us your feedback please contact patientexperience@uhb.nhs.uk or telephone us on 0121 371 4491/2

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