"a delayed review."

About: Queen Elizabeth Hospital (Birmingham)

A&E departments (and hospitals in general for that matter), are perpetually criticised in the media for one thing or another; usually things that are beyond the control of the staff working there, (ie prolonged waiting times in triage due to unnecessary ED visits, patients waiting longer than they expected for medicine due to ward staff shortages etc). Nobody ever seems to publish the miraculous service that the nurses, medics and AHPs, along with portering, domestic and catering staff provide on a daily basis; good news doesn't sell newspapers, I guess. I wish those that begrudge and criticise the NHS never have to visit a hospital in such bleak circumstances the way I had to, On 23rd January my Grandma was brought to QEHB via ambulance after developing sepsis from an acute UTI. On her arrival to ED, the staff were waiting in resus for her, where various examinations and tests were carried out before she was stabilised. She was delirious, and her family were fraught with worry. The staff on shift were absolutely phenomenal, and due to their professionalism and dedication, my Grandma was soon stabilised and was transferred to CDU. The recently qualified RN who was allocated 8 patients to look after, devoted the vast majority of their time to my Grandma who had begun to deteriorate again. Her BP didn't reach any higher than 70 systolic, and at this point she had gone into AF. The nurse remained calm throughout, and in turn, they managed to prevent any further panic from distressed family members, their persistence with ITU medics soon led to my Grandma being transferred to Area A. Again, the staff in this department were faultless. The little things really do count; she was moved to a bedspace closer to the window as to prevent delirium, again this comforted us a great deal to know she was in such capable hands. Her stay in ITU lasted just short of a week, and every day she was nursed 1 on 1 by truly fantastic nurses. It was never a hardship to explain something (and the repeat it again, and again, and again), and nothing was too much trouble. Once her condition had improved, she was transferred to 513 where again, her treatment was exemplary. The nursing staff (along with the SHOs I met) were all dedicated, compassionate, respectful and an asset to your trust. Whilst all this was happening, my Grandad was on Bournville ward awaiting his transfer to the Sheldon Unit. I can't express my thanks to his doctor enough, as they communicated with me throughout his admission, and took the time to meet me whenever I visited to personally discuss the next process. Again, a credit to your hospital. Unfortunately I can't remember the name of the young staff nurse in CDU, as I would love to broadcast how incredibly well they coped with such a horrendous shift, however I will never forget how well my Grandma was treated throughout her entire stay in QEHB. You have a marvellous team there, and they truly are a credit to the NHS!

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your Grandparents’ experiences at the Queen Elizabeth Hospital Birmingham. We are delighted that they had such a positive experience during the many wards/departments they attended between them. Your comments have been passed onto the senior hospital managers responsible for the services that treated them. 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 and made sure your family members 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. - 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 or Emergency 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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