"Some staff are fantastic."

About: Queen's Medical Centre

(as the patient),

What I liked

Some staff are fantastic.

What could be improved

Sadly, the QMC is let down by a large proportion of poor staff with absolutely no regard for patients. It is a real shame as some staff--and they are in the minority and tend to be nurses--are absolutely brilliant with both respect and a genuine regard for their patients.

The majority of staff are ambivalent about the patients and a minority seem to take pleasure in being as unprofessional, dispassionate and.contemptuous towards patients as they possibly can be, safe in the knowledge that they are unaccountable through a biased and one-sided complaints procedure.

My dog is treated with more dignity at the vet than my partner is at the QMC. My experience is by no means isolated; I so rarely hear anyone going into the QMC--or an NHS hospital--and coming away with a positive story. It tends to be negative, and the criticism is never about uncleanliness or food or waiting lists, but about the appalling conduct of its staff.

I frequently hear on the radio or read in the newspaper about how fantastic the NHS is and about its 'amazing' staff. This always jars with my own experience, and the experiences of my family and friends, who have the same contempt and lack of regard towards the NHS as it does towards them.

Story from NHS Choices

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Response from Queen's Medical Centre

Thank you for feedback. We are sorry to hear that your experience in our hospital was not to the standard you expected. You have highlighted areas of concern in the customer service you received during your visit to our hospital. These are issues that do need to be addressed by us. Please could you contact our Complaints Team on 0800 183 0204 so we can investigate this immediately and provide you with a full response.

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