"Impressed with gastroscopy at University Hospital Birmingham"

About: Queen Elizabeth Hospital / Gastroenterology

(as the patient),

I attended for a gastroscopy at the out-patient department at University Hospital Birmingham yesterday, and I would like to say that the unit is really exceptionally good and I would highly recommend their expertise. The endoscopist who carried out the procedure is an outstanding practitioner, as were the skilled nurses and the friendly and professional reception staff. You could not be in a better place to undergo this potentially stressful procedure.

I was most impressed with the staff's attention to detail too - their communication skills, their ability to strike up conversation even in a hectic clinical environment, their words of reassurance during the procedure. I would like to express my sincere thanks to all the staff at the endoscopy unit for all that they do and for going the extra mile. It is very much appreciated. Thank you.

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Responses

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your experience in our Endoscopy Unit at the Queen Elizabeth Hospital Birmingham. We are delighted that you had such a positive experience and you felt that our staff went the extra mile for you. This is exactly the type of experience we aim to deliver. Your comments have been passed onto the senior staff responsible for this service; 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

Response from Queen Elizabeth Hospital

This feedback was originally responded to via the Patient Opinion website. Please see response below: Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust on 13/08/2014 at 14:11 Thank you for taking the time to provide feedback on your experience in our Endoscopy Unit at the Queen Elizabeth Hospital Birmingham. We are delighted that you had such a positive experience and you felt that our staff went the extra mile for you. This is exactly the type of experience we aim to deliver. Your comments have been passed onto the senior staff responsible for this service; 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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