"clinical staff 10 goals - admin staff 0 goals"

went in to the QE last week for an orthopaedics operation which had been rescheduled having been cancelled 3 weeks previously at the very last minute – see my previous post NHS Choices review. It nearly happened again first I was to be in a bed on ward 410 then 412 & finally 624 my operation had been reschedule by the surgeon and ops manager as first on his list for the day & we were there at 07.00hrs, it was approx.12.00hrs before going down to the theatre complex because of the confusion over which ward I was to be on The team on the theatre from the porter to the senior consultant were most reassuring, professional, concerned and a pleasure to be helped by them to get the job done After recovery I was transferred to ward 624 room 7, but my mind was elsewhere and we did not notice the poor state of cleanliness There were blood spots on the floor from the bed to the door, dirty linen & towels in the toilet area, the WC pan was used already with ‘skid’ marks quite visible & the WHB area had not been cleaned Where were ‘Infection control’ measures and the cleaning staff – it appears that they were not told a new patient was to occupy the room When in the theatre it was decided that because of my condition an air bed should be employed on my bed in the ward and a telephone call was made to the ward to arrange that – however they do work better if they are plugged in, it was not noticed to the day after The nursing staff were professional and caring during my stay but we are glad it was a short stay as some of the antics could kill you The Ops mng promised on the occassion of the first cancelled operation date that they would visit us on the second appointed date but did not turn up ! - all talk no do again Just a post note the food was awful and it’s no good complaining, I did ask to see a member of the catering team but to no avail, the best piece of food offered was the bread roll

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about your experience at the Queen Elizabeth Hospital Birmingham. We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience. We are very pleased that some aspects of your experience were so positive; your comments have been shared with the relevant teams. We are very concerned however, to hear that other aspects of your experience were so poor and we are sorry for the way this has made you feel. This is certainly not the standard of service or type of experience we aim to provide. Your concerns have been shared with the relevant senior staff responsible for the area you visited. We understand that you have now had an opportunity to have a brief chat with the Group Support Manager. If you would like us to look further into your concerns please make contact via our Patient Advice and Liaison Service (PALS) team who will be pleased to put you in touch with the relevant staff members. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.