"Neurology department was excellent Dermatology ..."

About: City Hospital (Birmingham)

(as the patient),

What I liked

Neurology department was excellent

Dermatology Department was good

Orthotics was excellent

Rheumatology Dept.was good..

What could be improved

Birmingham TreatmentCentre -Blood Tests - A member of staff at ground floor Blood Test Centre was extremely rude to myself and another fellow patient. I attempted to report my concerns but the PALS Service closes at 3.30pm and could not access any help for my complaint.The patient access to an immediate complaints procedure was non-existent at that time and there was no feedback.

The staff member of whom I was making a complaint refused to give their name - and was not wearing a Hospital ID badge.The other members of staff in same department also refused to give me the name.

Anything else?

The staff on the reception desk of Birmingham Treatment Centre are very polite but do not appear to know how to inform outpatients of the complaints procedure.

Story from NHS Choices

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Response from City Hospital

We are pleased your experience of a number of our departments was very good. We provide customer care training that covers areas such as courtesy and we will remind the staff in the Blood Test Centre about the importance of being polite to patients. All our staff are required to wear ID badges and we have just issued new badges to all staff (September 2008) and reinforced to staff that it is essential to wear ID badges at all times.

Unfortunately the PALS service is not open 24 hours a day although there should be an answer phone service where you can report any concerns. We will look into whether this is advertised well enough at the Birmingham Treatment Centre and ensure reception staff have the information they need about our PALS and Complaints services.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful