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Great service and a happy patient

Story from nhs.uk

"Great service and a happy patient"

About: Queen Elizabeth Hospital Birmingham

I was recently seen at the Dermatology department at QEHB. I arrived early for my appointment was seen promptly by a doctor who was very friendly and helpful and explained everything thoroughly. I was offered treatment and had photographs taken. This all went very smoothly.

On returning to the department the reception staff apologised that the treatment room was running late and explained that there would be a wait for treatment. Nonetheless they offered me a 'buzzer' which allowed me to take a trip to Costa and wait to be called. I was particularly impressed by this service, as I understand that many clinics can run late, but the department were doing their all to minimise the impact to patients.

When I was seen for treatment the staff once again apologised for my wait, and despite running late, took the time to explain everything to me. They were friendly and chatty throughout the procedure and provided me with thorough post-op instruction.

Overall I was delighted with the service. A credit to the NHS!

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Responses

Response from Queen Elizabeth Hospital Birmingham 8 years ago
Queen Elizabeth Hospital Birmingham

Submitted on 21/08/2015 at 14:03
Published on nhs.uk on 22/08/2015 at 02:31

Thank you for taking the time to provide feedback on your experience in the Dermatology Clinic at the Queen Elizabeth Hospital Birmingham. We are delighted to hear that your consultation with the doctor went so well and that staff communicated with you regarding the unfortunate delays. Your comments have been passed to the relevant staff. They will be really pleased to hear how much you appreciated their care.

We also thank you for your comments about the buzzer system that we are currently trialling in some of our clinics. We are working hard to reduce delays as we understand the impact delays have on the patient experience. Where delays are unavoidable we are trying to make sure we communicate with patients and minimise the inconvenience caused. We will continue to work on improvements and welcome any further suggestions.

If you would like to provide any further feedback about your experience please visit the hospital webpage www.uhb.nhs.uk/yourviews

We would like to wish you all the best for the future and thank you again for your valuable feedback.

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