"Fast and effective follow up on my NHS choices..."

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

What I liked

I am pleased to say that my previous online feedback has been followed up very promptly and we now seem to be making progress on getting my Mum's diagnosis sorted and hopefully a treatment plan agreed sooner rather than later.

I have been contacted by the Deputy Director of Nursing who has been extremely helpful and has radically improved the level of communication we are receiving from the relevant departments.

The outcome remains to be seen but so far I am happy that our issue has been acknowledged and is being progressed.

What could be improved

I had to try a number of different routes to get a prompt response, including phoning the care team, involving the GP, making a formal complaint and leaving feedback on this website. This last route was by far the most effective which is good to know but it is still disappointing that the NHS is not more joined up.

To be honest when I left the feedback it was a last resort and is not the most obvious route - I was surprised that this was more effective than the more obvious channels.

Story from NHS Choices

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Responses

Response from Queen Elizabeth I I Hospital

Thank you for the feedback and we very much agree with you that you should not have had to go these lengths to get answers to your questions. This is why we will be using this experience to highlight the issues to the teams involved as we know that these problems are not typical - but clearly something went wrong that simply should not have done. By bringing it to our attention, not only have we been able to sort the matter out for you quickly but we've also addressed the underlying communication problems too.

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