"The ward used by my relative is ..."

About: Queen's Medical Centre

(as a relative),

What I liked

The ward used by my relative is modern, well designed and clean. The staffing levels appeared to be adequate and the staff were generally responsive, friendly and professional.

What could be improved

I took my relative for admission for surgery on the knee, as requested, at 7 am in the morning. We were put in an empty ward and left to wait for one and three quarter hours without any explanation. At 8.45 two nurses appeared and started interviewing the other patients without any apology or explanation to others who were waiting. I had to ask when my relative was going to be admitted and was told they were admitting people in the order they were going to have their operation. My relative was seen and admitted at about 9am - an unecessary wiat of 2 hours and another wait until the afternoon for the surgery.I do not understand why patients can't be asked to arrve close to the time when they will be operated on and in order thus minimising the waiting?Secondly, I would comment on the extremely expensive Patientline telephone service. Aproximately 50p per minute calls, especially when the firts minute is taken up by announcements, is extortionate.

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Response from Queen's Medical Centre

Dear Sir/Madam,

Thank you for getting in touch with us to give us your feedback following a recent visit to hospital. Patient and visitor feedback helps us to make improvements to the services we provide.

If you can get in touch with us to provide more details about the name of your relative we will look into this and get back to you with an explanation.

Patient media services, including bedhead TV, web, games, phone and radio are provided Patientline, a company that specialise in providing bedside communication and entertainment systems in NHS hospitals. The tariffs for these services are set nationally and not by Nottingham University Hospitals or individual Trusts.

For further information about Patientline and tariffs please visit www.patientline.co.uk.

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