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wrong patient, wrong ward

Story from nhs.uk

"wrong patient, wrong ward"

About: Queen Elizabeth Hospital Birmingham

When my husband was transferred from CDU I was told he was on 518, so I rang each day to enquire until day 5 when I was able to visit. Our name is Waters and the patient on 518 I had been told was my husband had a different surname. I finally found my husband on 513. If staff are not totally clear of name they should ask the enquirer to spell it. It was very traumatic when I got to the ward to find where I was expecting to see my husband I found a man at least 20 years older and also looked quite ill.

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Responses

Response from Queen Elizabeth Hospital Birmingham 7 years ago
Queen Elizabeth Hospital Birmingham

Submitted on 01/02/2018 at 15:24
Published on nhs.uk at 17:02

Thank you for taking the time to provide feedback about your recent experience at the Queen Elizabeth Hospital Birmingham. The difficulties you experienced when trying to make contact with the ward regarding your husband’s condition were unacceptable and do not reflect the standard of care we aim to provide. We are very sorry for the poor communication you received and appreciate how distressing this would have been for you. We understand that Rachel Green, Matron (Division C) has been in touch to discuss your concerns, if you require any further support in relation to this matter please make contact via the Patient Advice and Liaison Service (PALS). PALS are here to help and can be contacted by phone 0121 371 4400, by email PALS@uhb.nhs.uk, via the hospital website www.uhb.nhs.uk/pals-form or in person by dropping in between 9am – 5pm (Mon-Fri) to the PALS office located near the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

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