"On arrival my mother who had a ..."

About: Queen Elizabeth I I Hospital (Welwyn Garden City)

What I liked

On arrival my mother who had a suspected heart attack was treated very well by staff who were attentive and talked to her about what they were doing. She was given medication and treatment, all very efficient.

What could be improved

We were moved to the CDU on a trolley which was uncomfortable and then we were effectively left to get on with it. My mother is deaf and nothing was explained to us let alone her. She was promised that she would be moved to a ward within a short period of time, but seven hours later she was till there, very distressed by this time (it was 10pm and she had been in the hospital since 10.30am)

I asked staff what was happening but they seemed to have their own personal conversations that were more important until I raised my voice.

My mother was offered one stale sandwich during her stay.

Drugs and blood tests ordered by the doctor were carried out late and one of them was time critical.

Staff did not try to explain what was going on and offer any reassurance to my mother.

The ward was not excessively busy so I have no idea why they were unable to actually deal with their patient.

Once we actually got to the ward at 10.30pm we found that there were at least 5 empty beds and that the staff on the ward had been expecting her at 5pm.

Anything else?

Why is time in hospitals totally different to time in the real world??

Story from NHS Choices

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Response from Queen Elizabeth I I Hospital

We're sorry that this was your experience - it sounds very much like it needs to be investigated. In case you have not made a formal complaint already, you can do so simply by contacting our complaints team directly, by e-mail, on patcomplaints.enh-tr@nhs.net. We hope that you give us a chance to learn from what happened and make sure that it gets put right.

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