"Continuity and communication"

About: Queen Elizabeth Hospital Birmingham

My experience at QEH was largely positive but would have been improved if the medical staff had communicated more with each other and with me. I was transferred from Hereford after suffering a sub arachnoid haemorrhage and was treated with a coil embolisation in QEH. My family were very happy with my treatment on the critical care ward (I can't remember that time), and physically I was well cared for on the Neurology ward. The nursing staff were pleasant and positive in their demeanour, but more continuity would have made for a much better experience. Although I was on the ward for about 3 weeks I rarely saw the same nurse more than twice, and seemed to have a different medical team on the ward round every time. The doctors were very poor at answering my questions and seemed rather vague about my treatment; for example, I was given a lumbar puncture in order to 'check the levels' and was told that the findings were within normal parameters, but a few days later I had to undergo a repeat puncture as the new doctor could not find the results. As there was a new face each day I found myself asking the same questions many times - I could have learned much more and felt much more comfortable with the situation if there had been the same doctor had been available more often. Peripheral services like Physio and Occupational Therapy were prompt, courteous and helpful, and I received excellent care from the Opthalmology department to correct my double vision. The x-ray service was also efficient.

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback on your experience at Queen Elizabeth Hospital Birmingham. 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 would like to thank you for the positive feedback you have provided. Your comments have been passed onto the senior staff responsible for Neurology; they will ensure your feedback is shared with their team members. It is 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. However, we are very disappointed to hear that there were certain aspects of your stay that did not meet your expectations. Your comments have been shared with the Senior Sister and Matron for the ward and with the Senior Consultant. They have discussed your feedback with their teams with a view to improving the experience for patients in their care. If you would like the opportunity to discuss any of the information you have provided with the Matron please make contact via our Patient Advice and Liaison Service (PALS) team who will also be pleased to assist. PALS can be contacted by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 9am – 4.30pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

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