"Great surgery /shame about the ward"

About: Queen Elizabeth Hospital (Birmingham)

Anything else?

My father had surgery for oesophageal cancer in oct 12 and returned to the hospital due to complications over dec and January inpatient.

The surgeon and his team were good and so was oncology but the care on all the wards he used was affected by lack of staff .staff stated this many times to us over the periods he was in the hospital even telling us to complain! I think they did try to some extent especially the auxiliaries but it seemed the higher up they were the less they cared! After the first operation my father was discharged without the necessary care plan and I had to be very assertive to get the appropriate discharge second time around.coordination between departments was poor .discharge both times took for ever literally hours waiting for medication to be delivered from pharmacy.

On trying to complain gently or reason with senior nursing staff we were often fobbed off and it's very difficult when you know you are leaving your father with them !

On the plus side ITU staff were brilliant everywhere was relatively clean and ward admin helpful.

I feel you need to move everything up a notch on the wards and it could be a good hospital!

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Responses

Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your father’s experience at 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 that some aspects of your father’s experience fell short of your expectations. The Matron responsible for this area is very keen to talk to you to understand more about what happened and where necessary make changes to improve the experience of other patients.

If you would like discuss this in more detail make contact via our Patient Advice & Liaison Service (PALS).

You can contact PALS by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Thank you again for taking the trouble to give us this valuable feedback.

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