"Very considerate staff taking great care of a deaf patient"

About: Queen Elizabeth Hospital / Ear, Nose and Throat

(as the patient),

I went for an out patient appointment this morning with Mr Coulson the ENT Consultant. From my first step inside to my last one, the staff were very helpful, kind, considerate & concerned that I was taken care of. I am deaf so told the receptionist at the clinic and was seated where I could hear the staff call me. I was then asked to wait in another area for the consultant. He dealt with me quickly, effectively and told me what I needed. I was then referred to a hearing therapist who saw me within approximately 20 minutes to save me coming back for a second appointment. Throughout my visit, the nurse was constantly checking I was ok for time and that I was happy to wait. I was also seen by an audiologist and had a hearing test during this time. I was seen on time and was there in total for approx an hour and a half. Well done to all the staff and thank you.

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Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital Birmingham. We are very pleased that you had such a positive experience.

Your comments have been passed onto the senior staff responsible for the areas you visited; they will ensure your feedback is shared with their team members.

It is a real morale boost for staff to receive feedback like this from patients. It means such a lot to know that the hard work, dedication and commitment of our staff is recognised and valued in this way. It is also very satisfying for staff to hear they have made such a difference to patients and made sure your experience under our care has been positive.

At University Hospitals Birmingham we are always keen to receive feedback from our patients and visitors as it helps us to ensure we are delivering the best in care. Please continue to tell us if things went well so that we can share this with the teams who cared for you. If we didn’t get it right please let us know so that we can take action to make sure we get it right in the future.

There are a number of ways you can do this, some of which are listed below;

Fill out our patient experience surveys; we have them for day case or short stay patients, inpatients, and those who attend the Emergency Department. There are general surveys asking about all aspects of your experience as well as others relating to specific aspects of your stay e.g. the operating theatre and food. You may also be contacted by post and given the opportunity to complete a survey relating to your discharge from hospital or your outpatient attendance.

Fill in a Trust feedback leaflet, displayed in all patient and public areas – please ask staff if they are not easily visible.

Become a ‘mystery patient’ and tell us about your experience, you can do this just once or each time you attend the hospital.

For further information on these and other ways you can give us your feedback please contact patientexperience@uhb.nhs.uk or telephone us on 0121 371 4491/2

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