"Huge lack of communication"

About: Queen Elizabeth Hospital (Birmingham)

I'd like to write a review regarding my experience of your hospital, however I haven't actually had the chance to experience it. I had an operation scheduled for next month, however I was given a much earlier date due to a cancellation which I was very happy with and accepted straight away. This date was then cancelled the night before I was due to go in, due to 'lack of beds' which to be honest is a ridiculous excuse because you are a hospital, and a fairly large one at that. I then was told that I would be contacted to arrange yet another date for my surgery, but no one contacted me and none of your staff members were responding to my phone calls. Obviously this left me extremely frustrated because I have had to cancel a lot of shifts at work for no reason at all. I had pretty much given up when this morning another one of your staff members called me and said that she was calling to confirm my operation tomorrow, I knew nothing about this and this is what I told her, she then said she would double check and phone me back. She has not phoned back and I am at a complete loss as to whether I am actually going to be attending this operation or not. Frankly your lack of communication skills is appalling.

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback about the 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 are very concerned to hear that your operation date has been changed, then cancelled at short notice and that our communication regarding this has been so poor. The senior staff responsible for the area where you are due to be treated will be very keen to investigate what has gone wrong and take action to improve the service they provide. They will also want to ensure you are given the correct information regarding admission for your operation. If you would like them to do this please make contact via our Patient Advice and Liaison Service (PALS) team who will be pleased to put you in touch with the relevant staff members. 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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