"Better understanding of par"

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

What I liked

Ward was reasonably clean

What could be improved

Don't go to this hospital if you've suffered a break. My nephew is currently a patient at he QEII

and to say that he has been treated unfairly is an understatement. Since he's been there he has been told he would be operated on, prepped for the op and then told at the last minute that he won't be having it.

The staff have been rude to his relatives either on the phone or in person. We don't live in the area so have to travel for 2 hours every day to see him and while they have been very accomodating with the visiting times they have not been very good in other ways.

He was due to come home today but because of the nature of the break he required the patient car service. He is still waiting and it is now 22.15pm. The staff have not bothered to chase the service and have just informed his mother that its unreliable and can turn up at anytime. We now have a young man who can barely sit up waiting and wanting to go home.

Shocking attitude by the staff who no longer care because a patient has been officially discharged. Come on QEII get your act together and remember its people you're dealing with and not pieces of meat!Visiting timesAttitudeCleanlinessOpening hoursRudeServiceTelephonePatient care

Story from NHS Choices

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Responses

Response from Queen Elizabeth I I Hospital

We're sorry that this was your experience of the care provided to your nephew through the QEII. This is not the standard that we expect of our staff and given the seriousness of your allegations, we would ask that you or another family member makes a formal complaint so that these issues can be investigated thoroughly so that things are put right.

As we know that this experience is not typical of the services provided through the hospital and your feedback does not allow us to identify the areas where these problems lie, it is hard for us to tackle the issue in way that ensures they are resolved to our satisfaction. A formal complaint would allow us to do just that, so we hope that your concerns will be sent to our complaints team (patcomplaints.enh-tr@nhs.net).

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