"In face to face dealings, the staff are..."

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

What I liked

I have attended the QE2 a number of times over the past year, with different ailments, both as a day and out patient, and with my son who broke his collar bone. On all occasions I have been treated with consideration and respect and, in my experience, the hospital's customer care has been first class.

The receptionists, nurses and doctors that I have encountered have all been approachable, friendly and have taken the trouble to introduce themselves and to listen to my views before giving me their diognosis or prognosis.

The parts of the hospital that I have visited were not "posh" but were fairly comfortable and a special word should go to the WRVS volunteers in the outpatients cafe who provide a good and cheerful service.

What could be improved

The admistation procedures could be streamlined. While the sytstem works, there has to be something amiss when, as I did, a patient can receive two separate letters, one cancelling my appointment and another giving me a new date/time (which I could'nt make), in the same post.

From the number of times I have had to ring the hospital before getting through, the telephone service is clearly under severe strain and needs an overhaul (automation?) or more resources put to it. Currently, it lets down an otherwise decent service provided by the QE2.

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Responses

Response from Queen Elizabeth I I Hospital

Thank you for your feedback about your experiences, which we will ensure reaches the teams involved. In the meantime, we wish you and your son the very best for the future.

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