"Trying to find a patient I know"

About: Queen Elizabeth Hospital (Birmingham)

(as other),

I recently tried to find a patient at this hospital. I know he was admitted for life saving surgery on his brain. I tried to find out where he was.

A and e very kindly did a search on their computer system for him to no avail. I also spoke to the brain surgery wards, none of which know anything about him. The intensive care unit confirmed that he was there and the sent him to the ward... but they were unable to tell me which ward!

I still have not found him. No one was able to help me.

I find this inadequate!

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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 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 concerned to hear about the difficulty you had whilst trying to locate a patient at our hospital. This is certainly not the type of experience we would want anyone to have when contacting our hospital.

We would like to make you aware of what we have in place for such enquiries;

Patient location queries are dealt with via the Front of House Reception between 8am and 8pm, the number to ring is 0121 371 2671 or 0121 371 2672. The enquirer will need to provide certain information before any details can be given out to ensure there is no breach of patient confidentiality.

Outside these hours the porters will try to assist (via the same telephone number).

We are very sorry that although we do have this process in place, you were unable to access the help you needed and this caused difficulties for you in locating the person you were trying to find.

If you would like to discuss this in more detail our Patient Advice and Liaison Service (PALS) team 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.