"The staff were quite positive ..."

About: Queen Elizabeth Hospital (Birmingham)

(as the patient),

What I liked

The staff were quite positive and caring. The surgeon was concerned to find me on the day I was due for admission, though a bed only became available late in the afternoon of that day. The Anaesthetist came to see me before my surgery and satisfied my concerns with enthusiasm and competence. The Porter taking me up to surgery was kind and reassuring. (Possibly a most significant area for patient care)

What could be improved

I found the food disappointing on the whole, though it was cheerfully served and I got what I asked for. The sausage and liver casserole was a revelation - unfortunately! The porridge was excellent.

Discharge was a bit slow, very slow for the patient opposite.

Anything else?

It was a very busy hospital and everyone did their best. I have no real complaints,

Outpatient appointments seem to take forever. One doesn't know how long one will have to wait, what position one is in the queue, If they are real appointments for a specific time or if you are one of the many in the clinic. Also whether or not it is significant who on the team you see.

I had assumed that if I saw the Consultant, it might mean that my health was giving cause for concern, but if I saw the House doctor, everything was fine, nothing to worry about.

When on chemotherapy, one tends to feel nausea and the length of time waiting seems to make it worse.

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Responses

Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital.

We welcome all feedback and would like to assure you that all comments are taken seriously and acted upon as part of our ongoing commitment to improving patient experience.

Thank you for your kind comments regarding some of the staff who cared for you during your hospital stay. It is a real morale boost for staff to receive feedback like this from patients. 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 to patients and made sure your experience under our care has been positive.

We were very concerned to hear however that you did not have a good experience in relation to certain aspects of your visit for example some of the food you received and your experience in the Outpatient department. Your comments have been sent to the managers of the respective departments in order that they can try to improve things for future patients. Please contact us via PALS (see below for details) if you would like to discuss these issues further.

Thank you again for taking the trouble to post your comments on the NHS Choices website.

If you would like further information on services at UHB or would like to discuss any of the points raised in more detail please contact the Patient Advice and Liaison Service who will be pleased to assist you. You can contact them by phone 0121 627 8820, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/Patients/Pals/Contact.aspx or in person by dropping in between 10am-4pm (Mon-Fri) to the PALS office located near the main entrance.

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