Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Derby Road, Nottingham, Nottinghamshire, NG7 2UHContact details and Patient Advice and Liaison Service (PALS)
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Reviews
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Review titled Disappointing...
Rated 4 stars out of 5
by Anonymous - Posted on 10 March 2023
After having received a paper letter, at least one email + about 5 texts over several days reminding me about what was to be my laser capsulotomy procedure today 10 March I presented at Eye Outpatients, having paid for a taxi and braved a blizzard at 8.10 am. (I am 80 yrs of age) I had three examinations by three pleasant members of staff including 2 lots of drops. When I finally saw the Dr for the final assessment he said yes, I should have the procedure and my eyesight would be restored to how it had been after cataract surgery. So I would have it now? .. I was pleased. No ..the laser equipment had been broken for some months and my Dr would have to refer me to another hospital! With respect why was all that medical staff time wasted in addition to mine when this procedure was never going to take place!
Visited Ophthalmology on March 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 13 March 2023
Hello, I’m so sorry to hear that you experience of our eye outpatient department was such a difficult one. We take all feedback seriously and I will pass your feedback onto the teams involved in your care so that they can be learned from. If you would like to get in touch with us regarding this matter please contact QMC.pet@nuh.nhs.uk where we can assist you further.
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Review titled Poor administration.
Rated 1 star out of 5
by Michelle - Posted on 21 March 2023
Unable to get through to the orthodontic team for days about my daughters broken brace. The department needs more staff to answer the calls or even an answerphone. Give the staff the tools to do their job and you will have happy staff and patients. It's not rocket science.
Visited Oral and Maxillofacial Surgery on March 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 22 March 2023
Hello Michelle Thank you for taking the time to post us your feedback, I will of course pass these concerns on to the manager at the ropewalk now. However if you would prefer to be contacted directly by them please email us at qmcpet@nuh.nhs.uk so that we can take more details from you and we will ensure that they get in touch. Best wishes Kelly Morley – Patient experience officer
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Review titled Felt like a number being shunted along a conveyor belt
by BRbossa - Posted on 15 March 2023
I was referred to the Acute Medical Receiving Unit (AMRU) ward by my GP after I was very poorly with a Gastro illness, at this time my GP made me aware that my symptoms were severe and was very clear that whilst its unusual for my age group this could be a type of cancer and needs urgent investigation. On arrival I was booked in with a wrist band and cannula but then I was just left for 11 hours on a chair with occasional blood pressure checks, I was told that the hospital had a queue for beds and that I would have to wait my turn. Whilst in AMRU I was not particularly well cared for, due to allergies I requested Vegan food but was then given a lunch full of cheese and cream which I turned down, they then reluctantly offered me a cheese sandwich or an egg mayo sandwich, the health care worker made a point of telling me that they had given me food options and that I had turned them all down, I actually did not get any food for seven hours. I was promised some medication for pain and nausea as soon as I arrived however despite asking a few times I did not get it until the early hours of the next day. The healthcare assistant who was looking after me during the day was very rude and made me feel like I was an inconvenience, at one point they made me cry, didn't really expect that when I had been told that day I might have cancer and I was very unwell. I was on the AMRU for two days and finally at the 12th hour which was approximately 10pm the night staff kindly moved me to a bed. Seriously overall AMRU broke me, I never want to be near that ward again. In summary I felt like I was just a number being shunted along a conveyor belt, there were vast numbers of people being taken into the AMRU I was checked in okay but then just left and not given adequate medication or food, in fact my blood pressure dropped and I passed out at one point because of this. I tried to contact PALS but unfortunately they never answer the phone and I left messages which were not returned. I cannot fault the evening staff on the AMRU, they moved me to a bed, got my medication sorted and chased up a bed on a specialist ward, shortly after I was transferred to a specialist ward which was so much better than AMRU, the staff were amazing and I met some very dedicated staff members who were very kind to me and took time out to check on me and ensure that I was comfortable they were a credit to the hospital and the NHS.
Visited March 2023
Provided by Care opinion
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 16 March 2023
Dear BRBossa We are so very sorry to hear that this was your experience of our service. This is definitely not how we would want you to feel whilst in our care. I understand that there were a few concerns during this stay and I will personally escalate these now. We offer a wide variety of choices in our menus and these should have been offered to you as a vegan we also cater for this diet and not eating for several hours due to this simply should not happen. I will inform catering services as well as the management of AMRU so that they can work together ensuring dietary needs are met. In regards to your care it sounds like it was a very distressing time for you and you should have felt supported and cared for during this time when you needed us most. In response to your call to the Pals service I understand that all messages are taken and queued in order of the time they are received. Whilst I will pass on your feedback to them please know that they genuinely would have wanted to help and assist you in any way they could. This feedback gives lots of opportunities to learn and please be reassured that these concerns will be acted upon by all the services involved in your care. If you would like to share any more information or find out more about the actions that we take from your feedback please Email us at QMC.PET@nuh.nhs.uk. Best wishes Kelly Morley – Patient experience officer
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Review titled Thank goodness for QMC STU department
Rated 5 stars out of 5
by Anonymous - Posted on 21 March 2023
I came to A&E in intense pain after a week of going back and forth to the GP to be told to ‘wait and see’ if my issue was going to get worse. The moment I booked in to A&E I was reassured I was in the right place and the nurses were sympathetic to my situation. Based on the current pressure on the NHS I wasn’t sure if A&E was the right place but it definitely was. I was triaged quickly and within 2 hours was being sent to the surgical ward. Once on the surgical ward, there was some waiting around to be seen but all the staff were incredibly friendly. Once I met with the surgeon, she explained the surgery and was so reassuring and wonderful. I was then admitted to the ward where the nurses continued to be so lovely and caring. Having had a week of GP’s not being particularly ‘caring’ these interactions were so heart warming. I was taken to surgery at 8:30 that evening. When in surgery, the team were so upbeat, chatty and put me at ease and answered any of my concerns. I was then discharged by midday the next day so within 24 hours the teams had resolved my issue and got me on the road to recovery! I’m just so grateful for all the member I interacted with, they were all an absolute assets to QMC and I cannot praise them enough!
Visited Accident and emergency services on March 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 23 March 2023
Dear Patient Thank you so much for getting in touch and sharing your experience. It sounds like you most definitely were in the right place and I am so pleased to hear that you surgery went well. I will pass this comment on to the matron of A&E and also to the surgical team who will be very pleased to hear you felt so well cared for and will cascade this to their teams. I would like to take his opportunity to wish you a speedy recovery after your surgery. Best wishes Kelly Morley – Patient experience officer
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Review titled Great People
Rated 5 stars out of 5
by Anonymous - Posted on 13 March 2023
I visited the hospital with my daughter recently, visiting the Children's Clinic East. The doctors and nurses we had contact with were lovely. I can't thank them enough for the treatment of my daughter. Thank you
Visited Children's & Adolescent Services on March 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 16 March 2023
Thank you for getting in touch and leaving such fantastic feedback. I will send your comments over to the management in clinic east now so that they can share this with the staff and let them know how pleased you were with your child’s care. All feedback is so important to us and we will use this to continue providing such great service to our youngest patients. Kind regards Kelly Morley – Patient experience officer
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Review titled Catering charges
Rated 3 stars out of 5
by David - Posted on 01 April 2023
£2.65 for a small bottle of water from the cafe run by a company called Elior, is being rather a bit greedy don't you think when people and patients are in need? And of the staff who have to work there? And then you moan when they ask for a pay rise. Presumably, Eloir buy the same bottle of water from the same place as Sainsbury's, etc, and they sell it for 80p
Visited Don't know on March 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 12 April 2023
Thank you for your feedback. We’re sorry to hear you weren’t happy about the price of bottled water in the restaurant. As you point out, prices in shops and restaurants at our hospitals are not set by our hospital Trust but by the companies operating them, so we will share your feedback with Elior. Your concern for the wellbeing of our staff, and patients, is appreciated – we know how important it is to keep hydrated, which is why we have recently installed a number of new water-bottle filling stations around the hospital, all of which can be accessed by anyone, staff or members of the public, for no charge.
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Review titled Confusion over referral
by Bak23 - Posted on 09 February 2023
I have been referred from one service to another without being informed by the correct person, which came as a surprise to me. It would have been nice for my own usual nurse to tell me that I was being handed over to somebody else. My first awareness of this situation was when the new team telephoned me for an assessment - how stupid did I feel not knowing what they were talking about? I attended a GP appointment to be told I had been diagnosed with diabetes as a teenager which is incorrect. As I am now in my thirties - I presume I would know I was diabetic for over 20 years. I felt crazy trying to convince the GP that despite my note saying I was diagnosed in the year 2000 this was actually incorrect. So now off we go next week for two blood tests 2 hours apart at a surgery that is not my own to have a diabetic test. I did ask the GP why since the year 2000 they may notice there is not one single entry regarding diabetes. Do you realise how difficult it is is when you have a history of mental health issues to sit and try and convince your doctor you're not diabetic despite the fact it says so in your notes! I was advised that I needed equipment to carry out the test from the hospital. I called the hospital to gain the required equipment for a test that was apparently requested in November. Contacting the cardiology department was difficult but when you finally spoke to somebody I wasn't understood. My GP hadn't referred me this morning, my referral was in November, he just gave me the number to get the required equipment. But as I visited GP this morning to discuss how to gain equipment the lady on the phone was adamant the referral had been put in this morning and not in November. After explaining that cardiologist put the referral in in November not the GP this morning, I was told I needed to wait 24-hours to ring back tomorrow. Due to lack of understanding I returned to the GP surgery and asked the receptionist for help. She then spoke to the same person I have spoken to and it was left that they will email me or ring me with further instruction. All I need is a pot to wee in would you believe. So as of last week the NHS has made me question what is going on as I have been confused, hassled, stressed out and I feel treated unfairly by several NHS services in two weeks.
Visited February 2023
Provided by Care opinion
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 15 February 2023
Hello, and thank you for letting us know that you are having these difficulties it sounds like there are a few different services involved and we would like to help. For services provided by Nottingham University Hospitals I would advise you to contact my colleagues at PALS via the following email address pals@nuh.nhs.uk or by phone on the tel number 0800 183 0204. However for any GP services I would recommend getting in touch with NHS England and they can support you regarding primary care services in the NHS. Their email address is england.contactus@nhs.net or you can contact them via the phone number 0300 311 22 33.
Provided by Care opinion
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Review titled Excellent care
Rated 5 stars out of 5
by NicolineF - Posted on 16 February 2023
I was admitted from A&E where care was excellent. Collapsed there - doctors and nurses rallied immediately and got me back. Since then in Stoke ward. Consultants, doctors Nurses and staff have explained things, kept a close eye on things done all necessary tests and been amazing. Thank you NHS and QMC.
Visited Stroke on February 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 20 February 2023
Hi Nicoline, Thank you for sharing your experience with us, it’s great to hear that you felt so well cared for in what sounds like a very troubling time! I will send this comment to the matron of our emergency department and the matron of stroke medicine so that they can share this with their teams. I would like to take this opportunity to wish you well in your recovery.
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Review titled Standards have fallen
Rated 3 stars out of 5
by Dave - Posted on 21 March 2023
Generally, ward staff were less helpful than my previous visit five years ago; anything was too much trouble. The red alarm cord in one of the bathrooms broke; it was broken for two days, with the room still in use. I needed a wheelchair to visit the loo, but getting one was rather hit and miss. On one occasion they brought one on which both brakes were broken; fortunately I didn't have to make use of it.
Visited Don't know on February 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 22 March 2023
Hello David, Thank you for getting in touch, I'm so very sorry to hear that this was your experience in our hospital, we would never want you to feel like this. If you are able to could you possibly email me at QMCPET@nuh.nhs.uk where I can take some more details and identify what ward this was on? With your feedback we can make sure this doesn't happen again and that changes are made. Kindest regards Kelly Morley - Patient experience officer - NUH
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Review titled Unable to provide basic services
Rated 2 stars out of 5
by Anonymous - Posted on 18 March 2023
Spinal specialist after spine injuries requesting gps to order urgent mri then failing to send any information to gp(has happennrd with other related conditions multiple times) how on earth cant the ANE department just send patients for vital scans that could help prevent complications or further degredation is beyond me. I have been in both mris at the outpatients centre and they are often very quiet same as the xray department they often seem to have the time ns space so why arent patients just sent directly. What the hell is going on?!?
Visited Accident and emergency services on February 2023
Review titled Nottingham University Hospitals NHS Trust - Queen's Medical Centre Campus
Replied on 20 March 2023
Hello there, Thank you for leaving feedback on your recent hospital visit, we are sorry to hear that you have had some difficulty in accessing our services. If you require any more assistance in this matter please email us at QMC.PET@nuh.nhs.uk and we will look into this further.
Information supplied by Nottingham University Hospitals NHS Trust