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Excellent service

Story from nhs.uk

"Excellent service"

About: Queen Elizabeth Hospital (Birmingham)

What I liked

I took my 15 year old osn to A and E as hed had a gaping wound on his arm.

The receptionist was welcoming and helpful. difficult to hear her all the time with the glass partition

My son was seen and treated within an hour. Staff were excellent and looked after him very well. They spoke to him, not me and included him in the conversations which was great

What could be improved

The car park is too far from the dept. We had to walk for about 15 mins and he was dripping blood everywhere. I also had my young son with me and had to carry him all the way which nearly killed me! I know there is a drop off point but people still have to move the cars and move to car park D

The signage to the car parks was very confusing and it is not clear that the first car park is for staff only

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Responses

Response from Queen Elizabeth Hospital 12 years ago
Queen Elizabeth Hospital

Submitted on 17/08/2011 at 17:56
Published on nhs.uk on 18/08/2011 at 04:00

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital Birmingham (part of University Hospitals Birmingham NHS Foundation Trust).

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 had such a positive experience whilst visiting our hospital. The managers of the area you visited and other senior 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 yours and your son’s experience under our care has been positive.

Your comment regarding difficulty hearing through the glass screen has been noted. I am pleased to advise you that this is already being addressed following previous similar feedback and a suitable alternative will be put into place as soon as possible.

With regard to the car parking – your comments have been fed back to the staff responsible for managing the car parks, they are very committed to improving the service they provide and will take your comments into account when planning improvements. The trust does operate a free shuttle bus service which travels around the hospital site stopping at various key points for example the car parks and the Emergency Department. For further information please follow this link http://www.uhb.nhs.uk/car-parking.htm

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/pals-contact.htm 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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