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Care Opinion

Worst experiance ever, they can't even book...

Story from nhs.uk

"Worst experiance ever, they can't even book..."

About: Queen Elizabeth Hospital Birmingham

What I liked

Nothing

What could be improved

The reception and support staff could know what they were supposed to be doing. Reception staff inperticular should concentrate on their job as opposed to talking endless to other members of staff whilst leaving patients queueing to book appointments.

The main switchboard agents should also know what they are supposed to do. Directing calls endless around the hospital. This is the worst hospital with rude arrogent and stupid reception staff. I wouldn't recomend this hospital to anyone even my worst enemy. I have mailed the PALS and they have either refused or don't know how to reply.

Anything else?

Close the hospital and transfer the care back to already working hospitals like selly oak, where the service was for the most part excellent.

QE, Worst experiance ever, had to take unpaid leave to go to the hospital to try and book appointment, which I couldn't do becasue the ammount of time it took for idiot staff to do their job.

Of course this is not going to be published at all becasue teh QE don't want anyone else knowing how rubish the hospital is.

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Responses

Response from Queen Elizabeth Hospital 12 years ago
Queen Elizabeth Hospital

Submitted on 23/11/2011 at 09:15
Published on nhs.uk on 24/11/2011 at 04:00

Thank you for taking the time to provide feedback on your experience. We do respond and take action as a result of all comments, both positive and negative.

We are sorry that you found the service you received from our reception staff unsatisfactory. All our front of house staff have received Customer Care training and our Switchboard team deal with calls as swiftly as possible. We apologise if you feel that our staff were not helpful on this occasion.

I note that you have emailed the PALS department and have not received a response, for which we apologise. We aim to reply to emails within 48 hours. We have checked the PALS inbox but there are no emails reporting any of the information you have provided in your posting. If you would like to contact the PALS department with your telephone number we would be happy to call you back to discuss the issues you have raised. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals 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.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from University Hospitals Birmingham NHS Foundation Trust 12 years ago
University Hospitals Birmingham NHS Foundation Trust

Submitted on 23/11/2011 at 09:21
Published on Care Opinion at 09:41

Thank you for taking the time to provide feedback on your experience. We do respond and take action as a result of all comments, both positive and negative.

We are sorry that you found the service you received from our reception staff unsatisfactory. All our front of house staff have received Customer Care training and our Switchboard team deal with calls as swiftly as possible. We apologise if you feel that our staff were not helpful on this occasion.

I note that you have emailed the PALS department and have not received a response, for which we apologise. We aim to reply to emails within 48 hours. We have checked the PALS inbox but there are no emails reporting any of the information you have provided in your posting. If you would like to contact the PALS department with your telephone number we would be happy to call you back to discuss the issues you have raised. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals 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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