"An unsettling start but the subsequent..."

About: Queen Elizabeth Hospital (Birmingham)

What I liked

The staff were friendly, and I was most pleased with the theatre attendant that took me from admissions to the theatre. The friendliness and reassuring nature of the theatre staff was extremely good. I praise the surgeon and anaethetist who who treated me with dignity and offered a very reassuring presence. I cannot commend the staff on ward 409 enough - they continued to provide a professional and friendly caring service. It makes such a difference to have a 'human' approach to patient care.

What could be improved

The pre-admission process is very disappointing. My letter stating the admission process was clear in that I was to attend the ward at 7 a.m. but to to phone the ward at 6 am to ascertain bed availability. I did so at 6 am and was told that someone would phone me back. at 6.30 another phone call was made and was told that the decision would be made when the ward sister arrived. I phoned again to be told that as a bed meeting is not held until 9 am a decision would not be made until then. In any event I was phoned at 8.40 to state that a bed was available and that i should set off to admissions.

How can such a process be clearly stated in a letter to the patient when it does not reflect reality? . I have to say it serves to add anxiety to an already unsettling time. It is important that the admission process is not confusing and that it reflects reality. It seemed to me that there was an assumption that the patient should know what goes on rather than believe the letter.

A very disappointing start but thankfully this was not reflected in the sebsequent treatment and care.AdmissionsApproachableDignityFriendlinessPatient careReassuringServiceTelephoneNursing staffSurgeons

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Responses

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 are pleased to hear that you found our staff friendly and were reassured by our theatre staff. We are also pleased to hear your comments about the care you received on ward 409. However, we are concerned that the process prior to your visit was not as it should have been.

Please contact the Patient Advice and Liaison Service (PALS) to discuss this further - we are currently looking at our patient letters and we would welcome any feedback in order to improve them. 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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