"The kindness of the volunteers at QE is outstanding"

About: Queen Elizabeth Hospital / Trauma & orthopaedics

(as a relative),

Mum broke her wrist and at 93 with alzheimers and not being very energetic (! ) she is not easy to take to Outpatients.

My husband took her in the car and was immediately helped by the buggy driver who took charge of her while my husband parked. When My husband returned from the car park, mum was happily settled in the waiting area and ready for her appointment.

The kindness of the volunteers at QE is outstanding... surpassed only by the staff. Every nurse and doctor Mum saw treated her with humour and kindness, and the plastering team were gentleness itself.

Thank you. It makes a difference and is appreciated.

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

Thank you for taking the time to provide feedback on your mum’s experience at the Queen Elizabeth Hospital Birmingham. We are delighted that she had such a positive experience. This is exactly the type of experience we aim to deliver. Your comments have been passed onto the senior staff responsible for these services; 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 your mum’s experience under our care so positive. Our volunteers make such a difference to the experience of our patients and carers; it is lovely for them to hear that their support and help is appreciated so greatly.

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.

- 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.

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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