"No information on hospital shuttle bus"

About: Queen Elizabeth Hospital / Clinical oncology

(as a parent/guardian),

I am trying to support my daughter as much as I can with Chemo, Herceptin, breast surgery and Radiotherapy, as the parking is virtually non existent at all the hospitals, I was told that I could catch a shuttle bus to the hospital which I thought was a very good idea, except that I could not find any information.

I phoned the transport dept of the hospital during the week and during the day, but it was just an answer machine, I left my details for them to ring me back.

I heard nothing so I picked up a leaflet from reception at the hospital, it said that I could get it at Debenhams, but there is nothing to say which of the many stops it stops at, wherever I stood the bus sailed past in the outside lane, the driver looked at me each time, I was told by a lady waiting for another bus that the shuttle bus did not stop at Debenhams anymore only at Primark.

I walked slowly as I am disabled and of course yet another bus went by, I eventually caught the bus to be told by the driver that I was obviously standing in the wrong place, by the time I got to the hospital my daughter was already having treatment.

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Responses

Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your experience of travelling by bus to 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 would first like to apologise for the delay in responding to your feedback. We were unsure if your experience related to our hospital as we do not have a shuttle bus that travels to the hospital from the area that the shops you mentioned are situated. Patient Opinion have looked into this for us and have advised that your feedback most likely does relate to our hospital.

It may be that you were referring to the bus service that is provided by West Midlands National Express Buses. If you could kindly clarify this we may be able to look into this on your behalf. We will also be able to clarify the information on the leaflets we provide and consider any necessary amendments. We are very sorry if lack of clarity in the information we display has contributed to the difficulties you experienced.

If you would like us to look into this further please contact our Patient Advice and Liaison Service (PALS) team 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.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.

Thank you again for taking the trouble to post your comments on the Patient Opinion website.