"Great service, poor layout"

About: Queen Elizabeth Hospital Birmingham

I shall start with the positives; I have been only a few times for gastro check ups for ibd, and the dr I saw today remembered me despite having seen me once in clinic and once on admittance when he performed my sigmoidoscopy (which was also a good relaxed experience despite no sedation though it was offered) this made me feel positive about the care being taken and the attention used. I was listened to and felt the dr was concerned about some areas of health, he was very thorough ordering blood tests and another follow up at a later date. My appointment didn't feel rushed despite the waiting area being full to capacity. All of the nurses had a smile on their faces and walked slowly for me. The man who took my blood was very polite and funny, he made me at ease during the process, he wore clean gloves and was gentle, I don't even have a bruise!! There are a good number of toilets for women men and disabled, these are allocated in good easy to access locations and are well spaced, you never need to look far for one, which is very good when you have a digestive condition. The negatives; the layout of waiting areas is terrible, I use a walking stick and it was very difficult getting to and from a seat in the narrow spaces provided, I had to walk sideways and shuffle which is difficult for me with rheumatoid arthritis in my knees and feet. The corridors are just as bad and I had to wait several times for patients in wheelchairs to come through as there was not enough space to walk past with my stick. This is very surprising since the first point waiting spaces and the entrance to the hospital is very spacious with much of the space being wasted. The pharmacy is also very small for such a large hospital with only two stations for servicing customers/patients and only a few places to sit down, many people were waiting in the main hospital area for prescriptions.

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Response from Queen Elizabeth Hospital Birmingham

Thank you for taking the time to provide feedback about the departments you have visited 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 delighted that most aspects of your experience have been so positive, your comments have been passed onto the senior staff responsible for these areas; 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 very sorry however that you have found our Outpatient Department difficult to navigate around with a walking stick. A lot of consideration was given to people with varying degrees of mobility when the department was designed and built. The management team responsible for Outpatients would be very happy to discuss the difficulties you have faced in more detail to see if there is anything they can do to address them. If this would be helpful 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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