"A positive and supportive visit"

About: Queen Elizabeth Hospital (Birmingham)

What I liked

II was unfortunate to have to attend A&E following a serious reaction to medicine prescribed by my GP for tonsillitis.

I presented at reception as was greeted swiftly, in a polite and professional manner the receptionist processed my registration swiftly and advised me to take a seat.

I was responded to very quickly by a nurse who gave me an examination and took additional details to support their understanding of what had occurred.

They were very calm , and efficient and kept me informed of what she was doing . She treated me like an individual even though she was clearly very busy.

I was soon greeted by the registrar who then administrated the care required to treat the concern.

It was an excellent level of service, delivered in a friendly, informed and professional manner.

Ironically i work in a hospital where my role is to assess and train staff in this very area “patient experience " ......... talk about taking work home with you .

QE staff really made me feel valued and I know that takes effort from each team member. In the event of an emergency we naturally panic and become alarmend however this team are clearly confident in their ability to put you at ease.

I am very grateful to the team.

What could be improved

My observation was that during the registration process it was difficult for the receptionist to hear me and i guessed this was due to the design of the desk/glass.

I did not notice any amplification, which would improve clarity for both staff and patients.

Anything else?

Nobody wants to go to hospital, especially A&E

But when it happens it’s often tense and a difficult period.

The staff at QE really work hard to make you feel as calm as possible, they speak to you in plain English to ensure you feel involved and they don’t make you feel rushed even though they are very busy.

i think the team in A&E are very professional and proactive to their patients needs.

Please pass my feedback to the team if possible.

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 the 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 very pleased that you have had such a positive experience in our Emergency Department. The Managers of that department and Senior Trust Management colleagues have been made aware of your comments and will ensure that they are passed on to the relevant staff members. It is a real morale boost for staff to receive feedback like this from patients. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way. It is also very satisfying for staff to hear they have made such a difference to patients and made sure your experience under our care has been positive.

We have noted your comments regarding the glass partition on the reception desk and the communication difficulties this caused. This is something we have been made aware of by other patients and we are currently in the process of identifying a more acceptable alternative. We would like to thank you for bringing it to our attention.

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

If you would like further information on services at UHB or would like to discuss any of the points raised in more detail please contact the Patient Advice and Liaison Service who will be pleased to assist you. You can contact them by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/Patients/Pals/Contact.aspx or in person by dropping in between 10am-4pm (Mon-Fri) to the PALS office located to the left of the Information desk inside the Main Entrance.

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