"waiting area had plenty of seats ..."

About: Queen Elizabeth Hospital (Birmingham)

(as the patient),

What I liked

waiting area had plenty of seats

reception staff and nurses friendly

What could be improved

Had to wait 40 minutes from appointment time to be seen.when i was seen the consultant was not there (on leave) and had to speak to nurse instead as a result i could not discuss any issues i had and was told to ring secretary to make new appointment to see doctor which i feel is not right. if doctors are on holiday patients should be told that they will only see the nurse and let them choose to attend or not as otherwise this is a waste of patients and nurses time.

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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 comments regarding the availability of seats in the waiting area and the friendliness of reception and nursing staff when you visited one of our Outpatient Depts. We were however very concerned to read about other aspects of your experience. We strive to provide the highest standard of care possible and we are really sorry if we did not achieve this on this occasion.

We urge you to contact us to discuss this further so that we can look into the issues raised in more detail. We would find it really helpful to know which Outpatient Department you visited otherwise we are unable to fully address the issues you have raised. We would also like to feedback to you directly in relation to actions taken to ensure that you and other patients have a more positive experience in the future.

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 9.30am-4.30pm (Mon-Fri) to the PALS office located near the main entrance.

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