What I liked
II was unfortunate to have to attend A&E following a serious reaction to medicine prescribed by my GP for tonsillitis.
I presented at reception as was greeted swiftly, in a polite and professional manner the receptionist processed my registration swiftly and advised me to take a seat.
I was responded to very quickly by a nurse who gave me an examination and took additional details to support their understanding of what had occurred.
They were very calm , and efficient and kept me informed of what she was doing . She treated me like an individual even though she was clearly very busy.
I was soon greeted by the registrar who then administrated the care required to treat the concern.
It was an excellent level of service, delivered in a friendly, informed and professional manner.
Ironically i work in a hospital where my role is to assess and train staff in this very area “patient experience " ......... talk about taking work home with you .
QE staff really made me feel valued and I know that takes effort from each team member. In the event of an emergency we naturally panic and become alarmend however this team are clearly confident in their ability to put you at ease.
I am very grateful to the team.
What could be improved
My observation was that during the registration process it was difficult for the receptionist to hear me and i guessed this was due to the design of the desk/glass.
I did not notice any amplification, which would improve clarity for both staff and patients.
Nobody wants to go to hospital, especially A&E
But when it happens it’s often tense and a difficult period.
The staff at QE really work hard to make you feel as calm as possible, they speak to you in plain English to ensure you feel involved and they don’t make you feel rushed even though they are very busy.
i think the team in A&E are very professional and proactive to their patients needs.
Please pass my feedback to the team if possible.
"A positive and supportive visit"
About: Queen Elizabeth Hospital (Birmingham) Queen Elizabeth Hospital (Birmingham) Birmingham B15 2TH
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