"Long waiting time at Queen Elizabeth"

About: Queen Elizabeth Hospital (Birmingham)

(as the patient),

I had an appointment at 10am at new queen elizabeth hospital birmingham.

I checked in at 9. 55 and waited for 15 mins in waiting area. when there was no sign of my name on the screen I ask from reception and was told that they are running late for 15 mins. and I sat there and start waiting again. I waited for 30 mins and I ask from reception and they send me another waiting area and the receptionist told me to wait again and after waiting for 45 minutes the doctor saw me and send for x-ray.

I wait 30mins for x-ray and the staff told me that they are very busy so they will take me to other department for x-ray and when I arrive there there was no patient waiting there and still I've to wait 10 minutes.

I really don't understand what was the point to give me time if I've waited to be seen for at least 2 hours. I think that this makes the service very bad. I never experienced anything like this in any other hospital.

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Response from University Hospitals Birmingham NHS Foundation Trust

Thank you for taking the time to provide feedback on your experience of the Outpatient Department 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 hear about the problems you experienced when you attend for your appointment. This is certainly not the type of experience we would want anyone to have as a patient under our care. We strive to provide the highest standard of care possible and we are very sorry that we have not achieved this on this occasion.

Your comments have been forwarded to the relevant senior managers responsible for Outpatients. The Head of Outpatient and Community Service Development has provided some general information that may be useful:

We are currently working closely with a number of specialities who have over-running clinics to try and identify any actions that the Outpatient department can take to assist. It is also worth noting that following patient feedback we will, in the autumn, be showing clinic delays on the Plasma screens in the main waiting area so that patients are kept informed of any delays, this system is currently in development. This is in addition to finding solutions to the route of the problem, which tend to be due to a number of factors.

Without knowing what clinic you attended it is difficult to fully establish the reason for the delay that you experienced. We would be very grateful if you would contact the Patient Advice and Liaison Service (PALS) to discuss your experience further. This will enable us to fully investigate the concerns you have raised. We should then be able to provide you with specific reasons for the delay you experienced and take the relevant action to make improvements that will benefit patients in the future.

You can contact PALS by phone 0121 371 3280, by email PALS@uhb.nhs.uk , via the hospital website http://www.uhb.nhs.uk/pals-form.htm or in person by dropping in between 10-4pm (Mon-Fri) to the PALS office located to the left of the Information Desk in the main entrance of the new Queen Elizabeth Hospital Birmingham.

Thank you again for taking the trouble to post your comments on the Patient Opinion website.