"It's the patient stupid"

About: Queen's Medical Centre

The hospital is excellent for it's medical treatment of diseases, illness and injuries.

Many fine consultants, nurses and staff provide expert help for a wide range of of medical problems.

Sadly there is an endemic , systematic and organisational culture of contempt for patients, visitors and others who do not work at the hospital.

This from the blindingly obvious barriers to entry such as permanently locked ward doors, poor placement of lifts and entrances, bad signposting and the notorious issue of car parking.

I've seen assault courses that are easier to tackle. For those coming from Car park 3 in a wheelchair there are no ramps , no signage and no hope.

a) I recommend that all wards have at least one entrance which is either permanently open or permanently manned.

Since wards in QMC are typically linked in 3's only one door need be arranged like this and staff can arrange a rota so that the person manning the door (gatekeeper) could do paperwork whilst helping people in an out.

b) On admission all patients should be given an A4 document showing: the name of the consultant and ward sister who are responsible; phone numbers and points of contact; where further information can be obtained as well as some notes about basic behaviours and standards expected.

Lings Bar has an example that could be used c) Each patient ought to be allocated a "sponsor".

ie a sister, nurse, or ward assistant who would take responsibility for ensuring the patient and relatives are informed.

They needn't do it themselves - just take responsibility for the PAL role and helping patients and their next of kin find their way in a difficult and challenging environment. Rolled out properly this could be a development role , involve minimal extra work, and provide staff a sense of responsibility.

d) All staff except for the disabled and Lancelot Spratt should park in car park 3.

This would free two car parks on the West Side for disabled and visitors so that the long march through the hospital can be minimised.

e) All wards (without good medical justification) should open visiting hours from 9-11 2-4 and 18:00 to 20:30 .

Consultants doing their morning rounds might have to face the public - but I'm sure they'll get over the shock and be better for it.

I have numerous other observations including front entrance, availability of wheelchairs, optimising car park revenues, and support for patients if you're interested.

Lets make this a place where patients actually want to come, not something they have to survive

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Response from Queen's Medical Centre

Thank you for such detailed feedback. Your comments are greatly appreciated and noted. Please allow me to address your points in turn – and perhaps we can speak directly to work with you to make improvements where this could benefit our patients, visitors and carers.

- As the safety of our patients is our priority we need to ensure that our ward doors are kept closed and are secure at all times. There is a buzzer for patients and visitors and swipe access in place for staff - We do have information our wards for patients about their lead consultant, named nurse (including our new behind the bed boards with this information). Our bedside folders and associated information leaflets also provide helpful information for patients and their families/carers. In light of your feedback we will look at what more we can do to strengthen our information for patients and ensure greater consistency across our wards - It is the responsibility of the clinical teams caring for the patient to ensure patients are kept well informed about the next steps in their treatment and care. Where this doesn’t happen, we encourage patients to raise this with us at the time - We appreciate visiting times might not suit all visitors. We have flexible visiting times in place for certain wards (in response to carer feedback, notably on our healthcare of older people wards) and we aim to roll this out across other wards in the future - We appreciate car parking is pressured, particularly on our QMC campus. We are presently completing a full car parking review, including a permit review for staff to ensure that those who most need permits park on site. We hope the arrival of the tram will further relieve pressure on our car parks. Part of our review involves re-visiting allocation of car parks to ensure that patients are able to park as close to the hospital as possible (including wheelchair users) - With regard to signage and wayfinding improvements, we are always open to feedback – please send this to nuhcommunications@nuh.nhs.uk and we will take this on board

If you wish to speak to me directly to discuss you other ideas for improvement, you can contact me directly by emailing sarah.kennedy@nuh.nhs.uk or by calling 0115 9249924 ext. 67184.

Kind regards, Sarah Kennedy.

Patient Experience Officer.

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