"Extremely Satisfied at High Standard of Care -..."

Whilst I rarely write reviews of my own experiences, I feel thoroughly compelled in this instance to convey my gratitude toward the staff of the Queen Elizabeth hospital in Birmingham, following my recent experience of surgery. Following my consultation with a GP, I was referred to the QE Clinical Decision Unit, in light of a suspected problem of which I was advised would need to be treated within a certain time frame to reduce the likelihood of any permanent damage or loss being sustained. Unfortunately, the GP with whom I had my consultation did not convey to the CDU when contacting them for my referral, the potential implications of time sensitivity owing to the nature of my suspected condition. This lead to me having to wait for an extended period of time in the waiting room of the CDU, obviously causing a great deal of distress to myself that the time in which I needed to be treated was of the essence. As a result, I managed to catch the attention of a doctor in the waiting room and was able to explain my situation. Being most understanding, she quickly conveyed to her surgical colleague the nature of my problem, who promptly called me for an examination. Whilst she was shocked that my GP had not contacted a surgeon directly as an emergency, she was quick to concur that my symptoms suggested the above diagnosis to be correct and recommended that I be taken into theatre following a consultation with the urologist on call. Though slightly overwhelmed at the prospect of surgery, I was hugely impressed by her level of efficiency and professionalism. The Consultant Urologist, arrived promptly and I was able to discuss undergoing exploratory surgery with the two surgeons, both of whom were extremely informative in explaining the procedure in such a way that I was made to feel at ease. Having consented to surgery, within 45 minutes of my initial consultation I was prepped and taken to the theatre to be anaesthetised. The team of anaesthetists and porters were extremely pleasant and thorough in their preparations, which gave me confidence in the procedure I was about to undergo. Upon waking, whilst slightly dazed and confused but in no pain, I was fortunate to be told that no problems were discovered and the surgery was a success. I was taken to a private room by the porters where I was able to sleep of the remnants of the anaesthetic. I was made to feel well cared for by the nurses on the ward who made me comfortable until the doctor arrived in the morning. My Consultant arrived in the morning to inform of what had been undertaken during my surgery and the success of the operation. His level of professionalism was exuded through the manner in which he was able to convey precise details though medical terminology, which was explained in such a way that could be easily understood a lay man. Owing to the efficiency of the many members of staff, I was able to be discharged by midday.

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Response from Queen Elizabeth Hospital Birmingham

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 during the time you were cared for by the Clinical Decision Unit and Urology Services, although we are very sorry that you experienced an initial delay in being seen. Your comments have been passed onto the senior staff responsible for these services; 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 and their relatives. 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 don’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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