"Neurosurgery experience"

I have been a nurse for over 30 years and this was my first experience as a patient in this hospital. On the whole the ward staff were verry helpfull considerate and caring. The Anaethetist was superb, Theatre recovery staff were marvelous. However I experienced two episodes of unacceptable practice. One was that the locum consultant surgeon mistook another patient for myself and consented them for my operation. This was discovered when the patient who was wrongly consented was visited by her own consultant surgeon to consent her for the procedure she was supposed to have. The patient was not impressed and neither was I. This kind of mistake should not be happening there should be clear protocols in place so this kind of error does not happen. The second was that I had to wait over 3 hrs for pain relief during the night, This was after continuously asking for medication only to be told that other patients were being dealt with and they were short staffed. In the end I asked to see a Doctor who asked me what all the fuss was about! It is unacceptable that postoperative patients are crying out in pain and having to insist on medical attention in order to get pain relief.

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about Neurology Services at 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 pleased that some aspects of your experience were positive but we are very concerned to hear that not everything went as expected. The senior staff responsible for the area where you were treated are very keen to investigate what has gone wrong and take action to improve the service they provide. Without further details they are unable to fully do this so they would be very grateful if you would provide contact details so they can speak to you directly. 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.