"out patient clinic"

I have a lesion on my nose which has been treated at this hospital. I was impressed with how clean and tidy everywhere was even the car park. I was about 35 minutes late going into my out patient appointment but the service from the nurses and the doctor was caring, polite and professional. Very impressed. I was astounded looking at the notice board that day I attended to see that day 21095 patients were going to be see in the total outpatients department.

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Responses

Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback on your experience in the Dermatology Outpatient Clinic at the Queen Elizabeth Hospital Birmingham. We are delighted that overall you have had such a positive experience. Your comments have been passed onto the senior staff responsible for the areas that cared for you; 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. We are sorry that you had a delay of 35 minutes going into your appointment; some of our clinics are very busy and do sometimes overrun. We would like to reassure you however that we are not complacent about clinic delays. We are working hard to try to minimise them as we understand the frustration and inconvenience they can cause to our patients. Thank you for bringing this to our attention. 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