"Variable experience"

About: Queen's Hospital, Burton Upon Trent

Anything else?

I had day surgery in the day treatment centre in May 2013. (Latter not listed as an option, below). Good things: when a member of staff was actually interacting with you they did it well. The actual op was done well. The facility is quite well appointed and better than being in the main hospital. Poor things: No one member of staff introduced themselves and said what was going to happen for the day - tho this was stated in my pre op info. A lack of 'customer journey'. Staff talking amongst themselves in the morning when they could have been telling you what was going on. My bay was near their desk and I overheard the sister telling them all that they all had to look busy that morning due to a visitor - but she was struggling to find jobs for them. Patient communication? Soap had run out in the toilet and when I told the sister she said yes it was bad that the cleaners weren't asked to check it every day - she didn't SORT IT OUT! This is really important for infection control. I went back later in the day and it was still not there. I had the unwelcome thought that if this was a private hospital I would have had no better medical care I'm sure, but the whole 'wrap-around' customer focus would have been a lot better. Such a shame. Why is this so difficult to do, when a lot of the staff there were actually very nice when dealing with you? On the survey, above, you should add a n/a option as otherwise you're obliged to score a bit low. I would say you need to have a question about communication with the patient and one about responding promptly to needs or suggestions.

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Response from Queen's Hospital, Burton Upon Trent

Dear Sophie, Many thanks for sharing your feedback with us. We are happy to hear about your positive experiences regarding your operation and are disappointed to hear that you felt that some aspects of our communications with you were not as you would have expected. As an organisation, we are committed not only to delivering high standards of care, but to do so while listening to and speaking with out patients. Your comments have been fed back to our team in the Treatment Centre and will be raised as a training matter, so we thank you for bringing this to our attention.

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