About: Queen Elizabeth Hospital / Accident and emergency

(as the patient),

I was working at the hospital and it was when I fainted I decided to admit myself to the A&E department. I had a vague idea of what it was that was wrong but wanted a second opinion and diagnosis. It was in the A&E waiting room that my condition took an unfortunate turn and I collapsed for a second time. I was moved to a bed in 'see and treat' or otherwise known as 'minors' as at that point that's where there was a bed for me to lie down. In there, I had no observations taken or anybody come to see if I was OK. Fortunately, my husband is a doctor (in a different department) and came to see me as soon as he could. He was horrified that I was in that room with the curtain closed for 4 hours before anybody came to see me. Even then, that was due to the cleaner telling an SHO I looked in a bit of pain. I'd like to say this was the end of the story but unfortunately it got worse. I was then seen by a Jr Doctor who quickly examined me telling me 'I'd better be quick otherwise we'll breach with you'. Unfortunately, that doctor missed every crucial examination on me and discharged me home very poorly. I then went home and was rushed to hospital (a different one requested by my husband) with septicaemia of Pyelonephritis. I was then on HDU for four days with a questionable kidney transplant.

I am well and recovered now and I cannot thank the staff enough at the second hospital I went too. They were diligent and caring. Unfortunately, in an environment like A&E you are sometimes seen as a 'number' and not a patient. The care is very rushed and as a patient you can feel like you are not being listened too as staff are too concerned with time breaches and bed spaces.

On the whole, I love the NHS and the work they do but on the odd occasion have felt very let down by poor systems and care in place.

Thank you

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Response from Nicky Westwood, Patient Relations & Experience Manager, University Hospitals Birmingham NHS Foundation Trust

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

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 are very concerned to hear about your experience whilst being treated in our Emergency Department. The Matron responsible for this area is very keen to talk to you so that she can understand more about your experience, investigate what happened and where necessary make changes to improve the experience of other patients.

If you would like to speak to her please call the hospital switchboard on 0121 627 2000 and ask to speak to the Emergency Department Matron. Alternatively, you can make contact via our Patient Advice & Liaison Service (PALS).

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 9am – 4.30pm (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.

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