"Small but useful improvements in admin required"

About: Queen's Hospital (Romford)

Patient at endoscopy unit. Nurse rang a friend to pick me up after procedure of sigmoidoscopy. The nurse said I was ready to be collected and my friend said she would be there in 15mims. Nurse said this was fine. Friend rang another person to drop her to Queens. Both people left their lunches as they were told the patient was ready. The driver parked the car near the hospital entrance while the other person went to collect the patient. However patient was not in the waiting room so obviously was not ready to be sent home. There was no one to ask at reception so she waited. She eventually asked a nurse who said they would tell them there was someone to collect the patient and she waited. After 20minutes, as her mobile phone did not work in the hospital ( very irritating ) she could not text so had to walk back to the car park to inform the driver. On her return she asked again and was told by the clerk, when she pointed out that she had now waited 30mins, ...'Oh they do them in batches' How exactly would my friend know this! If you are told that someone is ready for collection then they should be. What if there was a taxi waiting outside for them? This lack of attention to detail is unfortunately noticeable in other areas ie letters with incorrect information. It is such a shame as I really believe Queens has turned a corner. It seems cleaner and becoming far more professional. All the staff, especially in the endoscopy unit, have been charming. Just cross the t s and dot the i s please. It makes a good experience an excellent one.

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Response from Queen's Hospital

Thank you for your constructive feedback. I’m pleased to know that you feel that we have begun to make progress, and I am sorry that there was confusion about picking your friend up. It would be helpful to find out what happened here so we can learn from it. Please contact me through our PALS team on 01708 435 454, or by email PALS@bhrhospitals.nhs.uk and we can look into this further for you. Yours sincerely Wendy Matthews Interim Chief Nurse

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