"All that I can say is Superb and Thank You"

About: Queen Elizabeth Hospital Birmingham

I had, yet again, to go to the Outpatients for Urology. Very promptly I was seen by a Nurse who asserted all the facts about me, took my blood pressure and quizzed me regarding my medications. They had a very pleasant disposition and was very respectful. I then dressed for the Cystoscopy examination that I had come for. Here the nurse, Registrar and Consultant were so warm and welcoming. They did their job with great care, unfortunately they determined that I need another Bladder Neck Incision, C'est la vie. Never the less, my experience was very positive and I appreciate their skills and professionalism. This professionalism, this time by the Nurse, established the excellence of their Duty of Care. When the welcoming Nurse was taking down the details of my medications, we came to my anti-depressants. I told them that 20 months previously I had lost my wonderful wife, which had devastated me and still had me as suicidal periodically. I then referred that a lifetime friend of 75 years, was riddled with Cancer and had about one month to live. Of course this too was very distressing particularly at my time of life. I then explained to them about my golf. Golf being the mainstay of my life these days. However, as I had not been able to play for 6 months, my fitness levels were very low and I struggled to walk around the course. It is a catch 22 situation. If I don't want to play golf because my performance is so poor, I do not get to walk to raise my fitness. Equally if I do not walk I can't play golf. Such was the Duty of Care with this Nurse, they made me see the RAID team to ensure that I would be safe going home. They too in A&E were so welcoming, friendly and very professional. It meant that I was at the Hospital for a period of an extra 3 hours. But I cannot complain, I would prefer that, than to go home psychologically unsafe. All that I can add is thank you Queen Elizabeth Hospital, yet again you have done me proud. I am so glad that I live in the Birmingham area.

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Response from Queen Elizabeth Hospital Birmingham

Dear Mr Docker Thank you for taking the time to provide feedback on your experience of the Urology Outpatient Clinic and RAID team at the Queen Elizabeth Hospital Birmingham. We are very pleased that you had such a positive experience during your care and treatment at our hospital. It is always good to hear that our staff have been able to provide such compassionate care to our patients. Your comments and thanks 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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