"Departments changed location no staff informed"

Anything else?

The Surgical Department changed locations and no one could locate the new location for over 20 Min. When the main reception department finally found it I went there (Department C) and no one there could locate any staff for over 10 minutes! One nurse was just unhelpful by saying "I've just come back from holiday ask some one else!" I went back to main reception to make a complain they were of no help either. I asked for the PAL department number as there was no one in the office and was told by her to "just wait". Finally when PAL lady did come she told me I should have got the number from the receptionist! A week later I re-phoned the department at 1PM and was told that they will call men back....They never did! Being disabled and in urgent need of the department I feel the service here is Very Very poor at present. I just hope thing can only get better! Even PAL would not take my complaint.."You have to put it in writing" . They will not write what you say and then you sign the "statement". This only discourages complaints.

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Responses

Response from Queen Elizabeth Hospital Woolwich

I am very sorry for your experience at the Queen Elizabeth. We should have been able to help you locate the department earlier, and our internal communications obviously failed to give staff the information they needed to be able to assist you. I will speak to our internal communications department to ask that they improve information about service moves.

Our PALs department are there to help patients, so I am sorry that you were not satisfied by their response. It is hospital (and national) policy that formal complaints must be received by the Trust in writing from the patient / complainant. You can send your complaint in via email if this is easier - to pals.qeht@nhs.net