"The most stressful experience of years..."

About: Queen Elizabeth Hospital (Birmingham)

What I liked

Most of the staff tried their best to be helpful and supportive.

What could be improved

The care park could have the other floor open so that there is somewhere to park on a Monday afternoon. The temporary restaurant could also offer a better range of hot food and some salads. More basic equipment on the wards like commodes and spare chairs to take patients to the toilet.

Anything else?

My mother, who was always satisfied with the care she received at Selly Oak, was so stressed out by the whole experience she never wants to go to the hospital again.StressFoodPatient careTemperatureCanteenWardToilets

Story from NHS Choices

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your experience at Queen Elizabeth Hospital Birmingham. 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.

We were pleased to hear that your mother felt staff tried their best to be helpful and supportive. However we were very concerned to hear that other aspects of your mothers stay were not so positive. This is certainly not the type of experience we would want anyone to have as a patient under our care. We strive to provide the highest standard of care possible and we are very sorry that we have not achieved this on this occasion.

Your comments have already been forwarded to the managers responsible for the catering and car parking services. They will take note of your feedback and make sure it is considered when planning improvements to their services. We have also noted your comments regarding equipment on the ward but without knowing which ward your mother was nursed on it is difficult to address the issues raised.

We would welcome the opportunity to look into this more detail and take action to ensure that future patients have a more positive experience. Please contact the Patient Advice and Liaison Service (PALS) to discuss this further. You can contact PALS by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 10-4pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Thank you again for taking the trouble to post your comments on the NHS Choices website.

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