"A&E, Ward 2 and Ward 4"

About: Queen Elizabeth Hospital (Greater London)

My Father was taken by ambulance to A&E just before Christmas. We were lucky as early on Sunday morning the hospital was not as busy and the staff in A&E were brilliant with diagnosing his problem. My Father was moved to Ward2 pending a bed becoming available in Ward4. Ward2 appears to be a 'holding ward' before patients are transferred to specific area for their treatment. I found Ward2 where beds 6.1 onwards are located was very cold and despite asking one of the Sisters for the hearing to be increased, it was not. Staff in middle of Ward2 were warm but it was the poor elderly patients who were suffering and complaining of being cold. I was not impressed. I have learnt with the NHS that you have to push and ask questions as if you don't then you run the risk of not being communicated to especially if you don't get a chance to talk to the Doctor when they are doing their rounds. Most of true staff with the odd exception were helpful when spoken to but information and communication with family does not seem to be a priority. NHS toilets broken seats and taps that don't turn off properly thus wasting water does not create a good impression. However Ward4 was clean and the staff obviously committed to their work. I was particularly impressed with one of the Matrons and one of the Registrars. The Director of Clinical Cardilogy and one of the Consultants were particularly impressive, knowledgable, reassuring and should make the NHS very proud!

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Responses

Response from Queen Elizabeth Hospital

I am sorry to read your comments about your recent visit to the Emergency Department (ED). All of our staff in the ED are trained to carry out their duties with due care and professionalism. I do apologise that this has not been your experience on this occasion.

Please be assured that all the concerns you have raised are acknowledged. I will be highlighting the points you raised to the whole team by sharing your experience with all staff so that we can learn from this with the aim of improving the future level of care we provide to our patients. If you would like your concerns investigated further and receive a formal response please contact the Patient Advice & Liaison Service (PALS) team at the Queen Elizabeth Hospital on 020 8836 4592. Thank you for taking the time to provide feedback.

Tracey Murphy

Emergency Department Matron

Thank you for your feedback. Your comments will be shared with the team to help improve the quality of service we deliver in the future, and the ward manager will ensure that staff have effective communication with patients and relatives.

Kind regards

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