"If a patient is asking for the service manager,"

About: Queen Elizabeth Hospital (London)

If a patient is asking for a service manager, anyone as a manager of any department, anyone in control of anything that is run in the hospital, staff are unable to supply it. They reduced me to tears while I waited and asked for a managerial member of staff, someone in charge, and these people aren't even even to get in touch with them. There is not a strain on the service because of the number of people in the country, you pay your staff nothing. I was informed that the porters actually make more money than some of the clinical staff, and how?! Oh, so you're going to reach out to me now, behind your protective layer of the internet ? Where were you when a patient was actually on site and apparently not a single service manager in the entire hospital was around to answer their phones or make contact with the department in question? I am involving CCG and filing the biggest incident report your entire hospital has ever seen. I'm also asking to be referred to another trust ASAP because the wasy this place is run. You fail as a trust.

Story from NHS Choices


Response from Queen Elizabeth Hospital

We are very sorry that staff were not able to supply you with details of the Service Manager on call when you requested this recently. If you asked to speak to a service manager staff should have been able to contact an appropriate person and request that they talk to you. In order for us to investigate your concerns it will be necessary to have more detail and I would ask that you contact our PALS (Patient Advice & Liaison Service) on 020 8836 4592. The PALS team will be able to discuss the issues raised with you in more detail and advise you on how best your concerns could be investigated. Thank you for bringing this to our attention.

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