"The waiting time in ENT out patients ..."

About: Queen Elizabeth Hospital (Birmingham)

(as the patient),

What I liked

The waiting time in ENT out patients was rather lengthy. I don't mind waiting if there is a problem but it is not acceptable to not receive any communication about this in the waiting room. I'd like the opportunity to know that my appointment will be later than the agreed time so that I can decde if I have time to wait for it. It would appear that this is a normal occurence as I have made 3 seperate visits in the past year and waited over 45 miuntes beyond my appointment time every time. Also on arriving at the reception desk I had time to read the names on about 6 different sets of medical records, is this a breach of thier confidentiality? I would certainly consider it a breach of mine. Finally there is a large notice asking people to clean thier hands at the entrance of the hospital but I counted 7 gel holders without any gel in them. How are people suppose to clean thier hands?

What could be improved

Better communication of waqiting times in out patients department. Stricter control of medical records to protect confidentiality. Gel at entrances to clean hands.

Anything else?

I was not asked if it was OK that a medical student was in the consultation and the surgeon introduced her as a 'young doctor' which she clearly was not as she was wearing a 'student' badge.

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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 have had during your visit to the ENT Outpatient Dept. We strive to provide the highest standard of care possible and we are really sorry if we have not achieved this on this occasion.

Your comments have already been passed on to the staff who manage the ENT Outpatient Dept and they will be looking at ways to improve the service provided to patients.

However, we also urge you to contact us to discuss this further so that we can look into the issues raised in more detail. We would like to feedback to you directly in relation to action taken to ensure that you and other patients have a more positive experience in the future.

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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