"I received extremely fast treatment ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

(as the patient),

What I liked

I received extremely fast treatment for a broken wrist at the A&E Department. I found everyone from the receptionist to the on-call Orthopaedic surgeon courteous and concerned for my welfare.

I felt at all times that I was good hands and this was reafirmed during a recent fracture clinic appointment where the Consultant commented that the A&E staff had done a good job in reseting my arm straight.

What could be improved

Management of follow up care. Trying to change the offered fracture clinic appointment was difficult as I couldn't get through! Also I wanted to change from the QE2 to the Lister as this would be more convenient for me but there did not seem to be a straightforward way of doing this.

Story from NHS Choices

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Response from Queen Elizabeth I I Hospital

Thank you for your comments, which we will make sure get passed on.

Our contact centre, which handles hundreds of enquiries every day about virtually all of the Trust's outpatient and related appointments, does have some challenges to overcome in order to provide an improved service. In part this will be achieved through better use of technology, which will enable the team to work more like a call centre and thus reduce the engaged rate. We are also looking at developing an online service, via our website, that will handle the sort of issues that you described in terms of follow-up care.

In the meantime, anyone who wishes to get this sort of help can do so by e-mailing their query to generalenquiries.enh-tr@nhs.net. The relevant team can then be contacted to make sure that people's queries get a swift response.

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