"Effective system, good attitude to customer care,..."

About: Queen's Hospital (Romford)

What I liked

The system from outpatients, to referral and inpatient treatment was efficient and clear. All clinic and admins staff extremely professional and accommodating.

Nursing staff on ward were professional in their manner and approach. Always friendly, approachable and happy to help Good attention to detail.

Theatre staff very friendly and professional.

Consultant friendly and approachable.

All staff communication was clear, effective and professional.

What could be improved

Consultant needed to be approached for detailed information. Maybe he had time constraints, but I felt he could have appeared to have made time to discuss more fully the procedure and outcomes without needing to be prompted.

Follow up out patient appointment was misread as 6 months instead of 6 weeks, so when letter received it had to be re-booked. Apparently this is not an isolated incident. The issue was dealt with very professionally. Perhaps checks need to be made to ensure staff read the follow up instructions correctly in relation to the procedure . ? simple error of misreading 6/52 for 6/12.

Anything else?

Overall the experience was one which inspired confidence in the system, the care and the staff.

My pre -admission test results were lost, requiring a further visit to the hospital. I was impressed that this was picked up prior to admission and the repeat tests performed in a timely and accommodating manner. So often test results are lost and no action taken, resulting a a lot of time wasting and anxiety.

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Responses

Response from Queen's Hospital

Dear Anonymous,

Thank you for taking the time to share your experience of the Gynaecology Department at Queen’s Hospital.

I do appreciate your kind comments about the staff that cared for you. People are often quick to tell us when their care has not gone well and I am delighted to be able to pass onto our staff your kind comments of your experience.

I have also passed onto the General Manager for Women’s Services, the suggestions you have made to assist us in improving patient care.

Should you wish to discuss this matter further please contact a member of the Patient Advice & Liaison Service (PALS) on 01708 435454 or email PALS@bhrhospitals.nhs.uk.

Yours sincerely,

Gary Etheridge

Deputy Director of Nursing

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