"Ambulatory care/ one day surgery"

About: Queen Elizabeth Hospital Birmingham

I would like to say a big thank you to the staff in ambulatory care who were looking after me, my mum and my friend when I was admitted for a middle ear surgery on a day (28th April). I was welcomed and informed by all the members of staff (nurse, consultant, his assistant, and two anaesthesiologists). They spoke to me giving me details of what's going to happen and left the room for me to question anything providing answers where possible . I had a last minute hearing test done just before the surgery and the results have gone through to my consultant straightaway. I have experienced only one confusing experience in the recovery room when a student nurse did not know how to use a thermometer and when I was told by one of the aneastesiologist that my left operated ear was fine, which made me panick as I was due to have my right ear operated. Fortunately, it happened to be a 'doctors joke' and was explained quickly. All in all, I was really pleased with the care, attention and information provided to me on a day.

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback on your experience of the Ear Nose and Throat service, and Ambulatory Care at the Queen Elizabeth Hospital Birmingham, and for your very kind words about our staff. We are delighted that you had such a positive experience. 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. 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. We are sorry that a small part of your experience was confusing; if you would like to discuss this further please make contact via our Patient Advice and Liaison Service (PALS) team. 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. 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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