"Basic care On a Ward"

About: Queen Elizabeth Hospital (Birmingham)

(as a relative),

The basics were sometimes appalling and if they cannot get those right you know there is an accident waiting to happen and as in life in general until something major happens nothing will be done but then it will be too late.

There was poor knowledge of the patient from staff which you need to give them the best care, changeovers seemed shambolic as information not passed over, patients notes made up, pain relief system awful, hydration of patient disgusting, information to family hard to come by if I am being generous, important notes on wall behind bed ignored. Lack of any plan for rehabilitation.

Many staff were brilliant, students excellent but something somewhere is terribly wrong. I have my ideas but as I have said basics are basics for heavens sake and there can be no excuse for that.

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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 about 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 sorry that your relative has had a poor experience as we aim to provide a very high standard of care. We are keen to understand more about what has happened but we need some more detailed information from you to do this. We urge you to get in touch directly with us if possible. Please could you make contact via the Patient Advice and Liaison Service (PALS) at your earliest convenience?

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 – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Update posted by wolves66 (a relative)

Rang through to the phone number provided and I said I posted something on the patient opinion website and was told to contact here.

They said sorry what? And so I repeated myself again to the reply errrrr. I then said sorry it doesn't matter.

Thought twice anyway before ringing.

Maybe I was nervous but I'll think 4 times next time if there is one.

Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust We are preparing to make a change

Thank you for your further comments; we are very sorry that you did not receive an appropriate response when you made contact with our PALS team. Will Forrest the Assistant Patient Relations Manager (PALS) apologises on behalf of the team for this response. He will be investigating what happened when you called and will ensure the team are reminded about the importance of responding to such calls appropriately.

In addition to this he would like to assure you that if you make direct contact with him, he will ensure that your original concerns are listened to and forwarded to the relevant senior staff to address.

We hope you will make another attempt to contact us, please contact Will Forrest directly on 0121 371 4452 or if you would like Will to call you please email PALS@uhb.nhs.uk providing a contact number and what time of day is most convenient for you.

Response from Queen Elizabeth Hospital

This feedback was originally posted on the Patient Opinion website and was responded to via the site. Please see below for the response from University Hospitals Birmingham; Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust on 17/03/2015 at 14:40 Thank you for taking the time to provide feedback about 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 sorry that your relative has had a poor experience as we aim to provide a very high standard of care. We are keen to understand more about what has happened but we need some more detailed information from you to do this. We urge you to get in touch directly with us if possible. Please could you make contact via the Patient Advice and Liaison Service (PALS) at your earliest convenience? 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 – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham. wolves66 thinks this response is helpful See more responses from University Hospitals Birmingham NHS Foundation Trust Update posted by wolves66 (a relative) on 18/03/2015 at 17:54 Rang through to the phone number provided and I said I posted something on the patient opinion website and was told to contact here. They said sorry what? And so I repeated myself again to the reply errrrr. I then said sorry it doesn't matter. Thought twice anyway before ringing. Maybe I was nervous but I'll think 4 times next time if there is one. Response from Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust on 19/03/2015 at 12:34 Thank you for your further comments; we are very sorry that you did not receive an appropriate response when you made contact with our PALS team. Will Forrest the Assistant Patient Relations Manager (PALS) apologises on behalf of the team for this response. He will be investigating what happened when you called and will ensure the team are reminded about the importance of responding to such calls appropriately. In addition to this he would like to assure you that if you make direct contact with him, he will ensure that your original concerns are listened to and forwarded to the relevant senior staff to address. We hope you will make another attempt to contact us, please contact Will Forrest directly on 0121 371 4452 or if you would like Will to call you please email PALS@uhb.nhs.uk providing a contact number and what time of day is most convenient for you.

  • wolves66 doesn't think this response is helpful
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Update posted by wolves66 (a relative)

I really don't know what the response by yourselves on the 1/6/2015 is??It looks like all of your responses grouped into one but for what reason I do not know.

I would comment that your letter dated 30/3/2015 said investigations would hopefully be completed by the 28/5/2015 and maybe before but if not you would contact me to extend the completion date.Well I have heard nothing either way which again is frustrating and adds to my overall dissatisfaction.Maybe the letter is in the post!!!!!!

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

Thank you for your further comments; we are very sorry that you did not receive a response to your complaint within the timescale you were expecting. We understand that you have since been contacted by telephone and updated regarding this. We hope you feel reassured by this call and confident that we are dealing with your concerns appropriately.

In relation to the response posted on Patient Opinion on 1/6/15; we are sorry that this has caused some confusion, feedback posted on Patient Opinion is pulled through to NHS Choices and vice versa. Unfortunately due to technical issues this process does not always run smoothly (this is outside the control of the hospital) and sometimes there is duplication from one site to another.

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 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. We have a number of ways you can feedback directly to the hospital if you prefer:

- 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.

- Answer the Friends and Family Test question; you can do this as part of one of the larger surveys, alternatively you can answer it whilst in the Outpatient Department – there are posters explaining the different ways that you can do this.

- 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.

- Feedback via the hospital website http://www.uhb.nhs.uk/your-views.htm

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

Update posted by wolves66 (a relative)

Yes I had a call on Monday 8th saying it was slightly delayed and it would be a couple of days,I said ok the end of the week would be fine if that helped.Well a couple of days have passed, the end of the week has passed and again it feels like actually nothing is happening and I am getting the same "lip" service I received at the QE in the first place.

I think I raised this in my complaint that the more reasonable you are and come across as the more it is treated as a weakness and so the "lip" service begins.

Maybe I went about this the wrong way and should have made it much more formal because to be airing all of this on here is ridiculous and shows just what I went through originally.