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the SAU could have shown some ...

Story from nhs.uk

"the SAU could have shown some ..."

About: Queen Elizabeth Hospital (Birmingham)

What could be improved

the SAU could have shown some professional courtesy. [1] the ward staff could have contacted the residential care home to say they planned to discharge our lady

Anything else?

lady's son was very unhappy and appeared to be of the impression that the home was aware that the hospital planned to discharge his mother and failed to inform him. when he arrived to visit and was told she had been discharged so he could tke her home thats exactly what he did.

as health and social care professionals we are governed by the same body CQC therefore we should be able to provide a seamless service.

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Responses

Response from Queen Elizabeth Hospital 13 years ago
Queen Elizabeth Hospital

Submitted on 16/09/2010 at 18:29
Published on nhs.uk on 17/09/2010 at 04:00

UHB Replies:

Thank you for taking the time to provide feedback on behalf of your patient regarding her experience at the Queen Elizabeth Hospital.

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 were very concerned to hear that she did not have a positive experience in relation to her discharge from hospital. We strive to provide the highest standard of care possible and we are really sorry if we have not achieved this on this occasion.

Your comments have been passed on to the staff who manage the SAU and they will be looking at ways to improve the service provided to patients.

However, we also urge you to contact us to discuss this further so that we can look into the issues raised in more detail. We would like to feedback to you directly in relation to action taken to ensure that other patients have a more positive experience in the future.

Please contact the Patient Advice and Liaison Service who 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/contact-pals.htm or in person by dropping in between 10.30am-4pm (Mon-Fri) to the PALS office located near the main entrance.

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