"A very satisfied customer"

Admitted to Ward 306 on 25 November 2013, treatment and general care were exemplary. The ward team were helpful, friendly & very professional to Patient & family. Following Cardiac Surgery on 29 November 2013 admitted to Critical Care Area D where he remained for 53 Days. During this stay we were made to feel welcome & included in all decisions made. The Staff worked with dedication & interest and demonstrated the expertise that was both reassuring & impressive. Everyone from cleaner to Consultant were pleasant, caring & looked after Patient & family extremely well. The intricate work carried out by this wonderful 'Team' was very very much appreciated. On returning to Ward 306 the same excellent care and standards were maintained. Thank you so very much to all of the Cardiac Team, Nurses, Physiotherapist, Dieticians & Nurse Specialists and last but not least Surgeons/Doctors.

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Responses

Response from Queen Elizabeth Hospital Birmingham

Dear Sylvia, thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital Birmingham. We are very pleased that you have had such a positive experiences during your relative’s stay in Ward 306 and Critical Care D. Your comments have been passed onto the senior staff responsible for the areas; 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 or 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 their relatives and made sure their experience under our care has been positive. We hope that your relative has continued to make a good recovery. At University Hospitals Birmingham we are always keen to receive feedback from our patients and their relatives 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 and your relative. 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 relative’s experience as well as others relating to specific aspects of his stay e.g. the operating theatre and food. Your relative may also be contacted by text or post and given the opportunity to complete a survey relating to his discharge from hospital, outpatient attendance or visit to our emergency department. - 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 and your relative 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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