"Friendly efficient staff in the ..."

About: Queen Elizabeth Hospital (Birmingham)

What I liked

Friendly efficient staff in the Haematology Clinic.

What could be improved

As I was leaving the doctor said that my next appoinment had already been booked and that I would receive a letter of confirmation, which was a change from going to the counter to book before leaving, but it wasn't until I got home that I realised that I wasn't given an opportunity to okay the date or time. Twelve days later I've still heard nothing, and I'm not even sure if I even HAVE a next appointment.

After waiting for two hours in Pharmacy (please sort this out!) I was given my medication and sent on my way. The pharmacist in the Haematology Clinic had told me that some of my medication was probably out of stock and that it was likely to be posted to me, but there was no indication of a shortage when I received it. Imagine my dismay when I later discovered that I'd been given one month's worth of cinnarizine instead of six. I assumed the rest would follow on but again I'm still waiting and must assume a mistake.

Anything else?

I'll always be grateful for the treatment I got for my blood disorder. I was cured despite some inevitable side effects, and have only good things to say about the hospital, but I can't help feeling a little disappointed this time.

I hope this doesn't come across as whiny!

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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 the positive comments you made regarding the friendly efficient staff and other aspects of the care you received. We were very concerned however that some aspects of your experience were not as positive. We strive to provide the highest standard of care possible and we are really sorry if we have not achieved this on this occasion.

Your comments have already been passed on to the staff who manage the Haematology Clinic and Pharmacy and they will be looking at ways to improve the service provided to patients.

However, we also urge you to contact us to discuss this further so that we can look into the issues raised in more detail. We would like to feedback to you directly in relation to action taken to ensure that you and other patients have a more positive experience in the future. We may also be able to provide answers to your queries regarding your medication and next appointment.

Please contact the Patient Advice and Liaison Service who will be pleased to assist you. You can contact them by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/contact-pals.htm or in person by dropping in between 10.30am-4pm (Mon-Fri) to the PALS office located near the main entrance.

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