"Yet another praise for Urology"

Anything else?

I arrived at the QE probably 20 minutes prior to my appointment for a flow test. I used the automated arrival machine and went to the waiting area. Within seconds my name came up to go to another waiting area. Before I had sat down the CRN in charge called for me. I had met her before, and had found that she was brilliant. This time I spoke about some mental issues that I had. Sending me to start drinking water, she said that she would phone my GP's Surgery. When I had drank enough I was called to take my flow test. She informed me that she had arranged an appointment for me at my GP's surgery for later that afternoon. She is not aware of the aftermath but resulted in the Psychiatric Hospital phoning me to calm an Anxiety episode. My Blood Pressure was at 193/108 with a heart rate of 92. The Hospital Duty Worker calmed me in about 35 minutes and my blood pressures returned to normal. I would like to thank that CRN for helping me, even though it was towards another branch of the NHS. Thank you Ma'am. Your involvement could well have saved me greater problems.

Story from NHS Choices

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital Birmingham. We are very pleased that you had such a positive experience during your visit to the Urology Department. It is good to hear that the service you received was so efficient and that our Clinical Nurse Specialist was able to support you so well. Your comments have been passed onto the senior staff responsible for Urology; 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 and their relatives. 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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