"We live in Staffordshire and my ..."

About: Queen Elizabeth Hospital (Birmingham)

(as a relative),

What I liked

We live in Staffordshire and my husband had to have a liver resection and removal of adrenal gland on 1.2.10. When we arrived although I had booked in to stay in Nuffield House, the porter had not got my name. I had to leave my husband with our luggage and try to find East 3 Liver Unit (not any helpful people around) when I found it still no knowledge of me but begrudginly given a room just for that night. Finally next morning saw Accom Officer who confirmed I was booked in. Husband had operation and the nurses for the most part in HDU were very helpful. However even though had been suffering hallucinations and was unable to walk was put in 2 bed side ward. Complained of bloated stomach and swollen feet and still not fully alert. Only given enema as blood tests okay. Discharged 8.2.10, given wrong medicines, waiting in discharge lounge from 12.30 until 5.30 only intervention from lady there who noticed tablets had wrong name got that sorted. Only when he phoned me distressed at 4.00 to say no food, had not taken vital medication (steroids as only has 1/2 one adrenal gland left) was I able to attempt to get this sorted out. Because I am unable to drive I had to leave day earlier with daughter. He collapsed 5.30 Wed 10.02.10 and hospitalied in North Staffs and on 11.02.10 because was septic, heart rate increased to 230 and nearly died from heart attack. 12.02.10 taken back to Queen Elizabeth Hospital to have some drain fitted as septic matter is going into his stomach and not being expelled from his body. I am at home and hoping will be able to stay next week if room available and will have to get train there and then eventually back home. Scared about him being isolated from family and very poorly there.

What could be improved

Whatever it would take to ensure anyone visiting at the weekend was able to be given the right accomadation. Doctors maybe listened more rather than taken the fact that bloods etc looked fine and maybe would have realised his infection had started.

Anything else?

I feel that mine and my husbands experiance of Birmingham Hospital has been a distressing one and I am worried sick that I am unable to be there with him in a time when he is very poorly. I am just hoping I can get accomodation at Nuffield House for a few days soon so that I can support my husband.

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Response from Queen Elizabeth Hospital

Thank you for taking the time to provide feedback on your experience at the Queen Elizabeth Hospital.

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 were very concerned to read about the experience you and your husband have had during time spent at Queen Elizabeth Hospital. This is certainly not the type of experience we would want anyone to have as a patient or relative under our care. We strive to provide the highest standard of care possible and we are really sorry if we have not achieved this whilst caring for your husband on this occasion.

We urge you to contact us to discuss this further so that we can look into the issues raised in more detail and take action to ensure that your husband and other future patients have a more positive experience. As your husband is still an inpatient here there may be action we can take immediately to put things right. In particular we can look into the issues raised around relative’s accommodation to ensure that this is not an extra source of worry for you at what is clearly a very difficult time.

Please contact the Patient Advice and Liaison Service who will be pleased to assist you. You can contact them by phone 0121 627 8820, by email PALS@uhb.nhs.uk, via the hospital website http://www.uhb.nhs.uk/Patients/Pals/Contact.aspx or in person by dropping in between 9.30am-4.30pm (Mon-Fri) to the PALS office located near the main entrance.

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